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Belynda P

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Review of the Newbury Building Society, Mortgages:

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Disappointed with our renewal was handled.

We’ve been with NBS for 8 years. We’ve never had a problem until this year when I had to contact NBS to start the conversation about renewal. Then after the meeting we were waiting on paperwork that was never sent (I thought this meant that everything was done and in place) Then 17 days before renewal we were contacted saying that we hadn’t confirmed our mortgage and that we were sent documents by email (we were not) after a rushed 24hrs of getting signed and over the line it was sorted. I have a young family and was disappointed that the NBS team were not on the ball with making sure that this process was stress free. We have decided to take a variable mortgage at the moment, after being advised that we would be contacted if there is an upcoming change in interest rates, I’m not concerned as to whether this would actually happen. Reviewed on: 31st July 2026

Reply from Newbury Building Society Hi Belynda, We are very sorry to hear about the difficulties you encountered during your mortgage renewal process. What you've described is disappointing to read and is certainly not the level of service we would expect. We will ask our Head of Direct Sales to get in touch with you directly to discuss what happened and understand where our service fell short. Thank you for raising this with us, we value your feedback. Response date: 31st July 2026

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