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Review of the Bath Building Society, Savings:

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Great local Building Society

You are local, products are simple, interest rates good, but website and app sometimes have issues Reviewed on: 10th October 2023

Reply from Bath Building Society Thank you for your wonderful feedback, this is great to hear, Louise Head of Savings Support Response date: 11th October 2023

Review of the Bath Building Society, Savings:

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Were brilliant, shambolic IT migration now has me looking to move all my accounts

Long standing customer of BIBS and always found them to be helpful, friendly, reliable. However, last weekend I tried to logon to my business and personal accounts to find that they have "updated their systems, so I need to re-register". Ok, fair enough, except re-registration doesn't work. Emailed on Monday to ask for advice. Didn't hear anything so tried to register again on Tuesday and it actually worked, but then wouldn't actually let me login. Instead if get a screen with system tags shown ("PASSWORD_INSTRUCTION_2", "IMPORTANT_TEXT" and so on). So I sent another email to the contact address (hello@bibs) marking this one "complaint" and giving more information. It's now Friday and no-one has bothered to respond to the emails and I still can't access my accounts, so have sent another mail to savings@bibs asking how to close my business and personal accounts. Sent this at 10.30am this morning, and still no reply (it's now gone 5pm). The IT migration is an utter shambles and was nowhere near ready for release to the public - it either wasn't tested properly as code or no-one ran trial migrations. I do this for a living and understand things go wrong, but the complete lack of communication - either before the event, once issues were identified or in response to queries/complaints - is unforgivable. Put something on the web saying "we're having issues" and/or acknowledge the issue. In response to my webchat "I can't access my accounts online and want to close my accounts", the suggestion was "use our online service". Talk about pouring petrol on the fire. I really don't want to move my accounts, but right now can't get statement details for my end of year accounts, will have issues when it comes to moving funds for payments that are due and have lost confidence that BIBS has an IT department is competent enough to trust. A very sad day. Reviewed on: 6th October 2023

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1 user marked as helpful

Reply from Bath Building Society Thank you for your feedback. We did have a temporary issue with our Mobile App and the new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still struggling. I understand we have now managed to get your statements sent to you and working to get you logged back into the system Louise Truckle Head of Savings Support Response date: 11th October 2023

Review of the Bath Building Society, Savings:

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Responsive and helpful

Jess was quick to respond, friendly and helpful in dealing with my issue. Reviewed on: 6th October 2023

Reply from Bath Building Society Thank you for your great feedback. I will be sure to pass on to Jess. Colin McDougall, Chief Commercial Officer Response date: 6th October 2023

Review of the Bath Building Society, Savings:

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Great customer service advice

Helpful and prompt online customer service. Reviewed on: 5th October 2023

Reply from Bath Building Society Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 10th October 2023

Review of the Bath Building Society, Savings:

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Harry was excellent. Great knowledge and customer focus

Deal with a lot of Banks/Building Soc & Bath BS is the best. Great people to deal with and interest rates extremely competitive Reviewed on: 4th October 2023

Reply from Bath Building Society Thank you for your generous feedback. Colin McDougall, Chief Commercial Officer. Response date: 5th October 2023

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