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Review of the Bath Building Society, Mortgages:

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Very slow and archaic processes

Bath has a very system of reviewing applications and revisions. Where other firms are contactable usually vis telephone, every enquiry had to be submitted and wait in queue to be processed. The entire process of remortgaging a property took several months when in the past it has taken me weeks Reviewed on: 11th February 2022

Reply from Bath Building Society Thank you for taking the time to post this review. We’re committed to providing the highest level of service and take all feedback seriously. It would be appreciated if you could contact me directly so that I can investigate why the re-mortgage took several months to process. My email address is [email protected]. Ben Hutchings Head of Mortgage Sales Response date: 14th February 2022

Review of the Bath Building Society, Mortgages:

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quick response

prompt and quick responses which was great to see Reviewed on: 7th February 2022

Reply from Bath Building Society Thank you for your feedback, Louise Head of Savings Support Response date: 9th February 2022

Review of the Bath Building Society, Mortgages:

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Considerate call back

Got an instant call back with a. Very friendly adviser who walked me through a whole load of questions. Reviewed on: 2nd February 2022

Reply from Bath Building Society Thank you for your feedback, that's good to hear and we'll make sure to pass it on to the team, Ben Hutchings, Head of Mortgage Sales. Response date: 10th February 2022

Review of the Bath Building Society, Mortgages:

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Poor customer service, slow to respond

It was such a slow archaic system in getting approval and then getting responses. My mortgage brokers were frustrated, as were my legal representation. Having had many mortgages over the years, this has been by far the most laborious, which is even more suprising given the large admin and arragement fees that you charge Reviewed on: 31st January 2022

Reply from Bath Building Society Thank you for your feedback. It would be appreciated if you could contact me directly so that I can investigate your case in more detail and hopefully learn from it. My email address is [email protected]. Although of little consolation, we are investing heavily in system improvements and I am hoping these will start to deliver customer experience improvements in the next few months. Lastly, when it comes to our Mortgage Tariff I have reviewed this and our lending fees over the last few weeks. We will shortly be announcing a simplified and reduced Mortgage Tariff for existing customers and are also simplifying our fees for new customers. This will include us removing certain fees such as the 'admin' fee and completion fee from our core products. As already mentioned I would be more than happy to discuss this further but I will need you to contact me or provide me with your contact details to do so. Colin McDougall, Chief Commercial Officer. Response date: 2nd February 2022

Review of the Bath Building Society, Mortgages:

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Amazing Customer Service

From the hamper delivered to our new home, to speedy help with queries, this is the best customer service I have seen in a long time. Reviewed on: 26th January 2022

Reply from Bath Building Society Thank you for your kind review and feedback and I hope you enjoy your hamper! Colin McDougall, Chief Commercial Officer Response date: 27th January 2022

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