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Geoffrey Trantham

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Review of the Newbury Building Society, Savings:

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MONEY LAUNDERING CHECK

Rather obtuse, unintelligent approach to the above. Unable / unwilling to verify personal deatials to allow a new account to be opened, despite my being an existing customer where these details had been verified previously and used consistently by the Society for years. Quick while I waited phone call to HQ and its datbase access could have resolved. Live 120 miles from Newbury - not at all impressed. Matter resolved subsequently by post (following telephone complaint), but left a sour taste. Procedures need amending and disseminating to all staff. Reviewed on: 13th March 2020

Reply from Newbury Building Society We are really sorry to hear about your recent experience with us and glad that the situation was resolved in the end. Thank you for taking the time to share your comments which we will take on board when we review our process. We do need to meet the money laundering requirements which have changed over the years but we do want to make the process as easy as possible for our customers so we will be reviewing how we can do this. Response date: 16th March 2020

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