Unfortunately, this bank has created its own internal process issues, which are not adequately supported by its staff. My assigned BDM is quicker to suggest raising a complaint than to actually take ownership of a problem. Thankfully, her assistant takes her responsibilities seriously and has been the only proactive support in the process.I recently completed a loyalty mover product for a long-standing client—someone with millions of pounds in outstanding balances with this same lender and an excellent credit history. The experience was chaotic: the process was slow, poorly managed, and riddled with inaccuracies. It required constant daily phone calls and emails—not just to a single contact at the bank, but to multiple departments, plus their legal provider, and then back to the bank again—just to get it over the line in time.Even then, the bank mistakenly took a larger payment from the client, which they later refunded. While this wasn’t an issue for a high-net-worth individual, it would have been a serious problem for an average customer. Based on this experience, I would not recommend this bank.
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