BBS Member's reviews - Smart Money People

Feels a bit clunky!

3

A) mobile app is fine and easy to use. B) I have given up trying to get on the savings website on my laptop. C) you have just sent me the same letter twice, how come? D) you have printed my address in an odd format: Bath after Road; Avon as the county (hasn’t existed since 1996). Which all gives the impression that there are database errors. Reviewed on: 19th October 2023

Reply from Thank you for your feedback. We are glad you are able to use the mobile app, we are really sorry you are still having issues with out BOL site, we had some issues but this should be now up and running. As for your address we can amend this if you contact us via email we will amend your details, Many thanks, Louise Truckle Head of Savings Support. Response date: 24th October 2023

Very fast and helpful

5

They were very quick to answer and helpful with my question Reviewed on: 18th October 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 18th October 2023

trouble logging in on-line and lack of info on what is going on

1

I can't see my accounts on-line. I understand that you were having teething problems with the new on-line login system, but you could send out emails to let us know what is going on. I was told that things would be fixed by 4 Oct, but 10 days after this, I still can't log in or get sensible answers about what is going. Reviewed on: 15th October 2023

Reply from Thank you for your feedback. We did have a temporary issue with our Mobile App and the new version of Bath Online. No further communications have been sent because you should have been able to register from the 4th of October as we hoped. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still struggling. Perhaps you could email us to provide us with more details so that we can investigate this for you. It's [email protected]. You can also talk to the team on Live Chat. Louise Truckle Head of Savings Support Response date: 19th October 2023

Good Service

5

I'm a new customer and so far it's been great. Would have been useful to know how to transfer money out when you're unable to do it on the online portal (having to re-register after such a short time was a bit of a pain also but can't be helped if the platform was moved to a different one) but Harry on chat was brilliant and the transfer was sorted very quickly. Reviewed on: 11th October 2023

Reply from Thank you so much for your feedback and your understanding regarding the new Bath Online. I will pass this back to Harry and the team. Charlotte Tillen, Savings Support Manager Response date: 18th October 2023

Transferring money from charity account to nominated account

3

The transfer to the new system has caused me a lot of problems and I was not able to do the transfer online as I have done previously. However, using Chat seems to have worked well and quickly Reviewed on: 10th October 2023

Reply from Thank you for your feedback, we are working hard to get Charity accounts available on our new Bath Online site and then you will be able to transfer online as before. Hopefully we will be able to update you soon, Louise Truckle Head of Savings support Response date: 11th October 2023

Great local Building Society

4

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

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

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

1

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

Reply from 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

Responsive and helpful

5

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

Reply from 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

Great customer service advice

5

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

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

Harry was excellent. Great knowledge and customer focus

5

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

Olivia was very helpful and understanding of the question I had

5

We cannot get to Bath so a more local office would help us Reviewed on: 4th October 2023

Reply from Thank you for your kind feedback that has been fed back to Olivia. Sadly we are not planning on opening any new branches any time soon but we are continuing to invest in our existing branches and also our Mobile App and Bath Online portal. Colin McDougall, Chief Commercial Officer. Response date: 5th October 2023

Absolute nightmare trying to re register

1

What was wrong with simply moving pre registered details across, re registry has been extremely difficult, i expect i will have to physically call into branch to sort this out. Reviewed on: 27th September 2023

Reply from Thank you for your feedback. I hope you have now successfully registered for our new version of Bath Online. If not, you don't need to visit our branches, you can call us or use our webchat. We did investigate moving all of our customers in bulk from our old system to our new one but it was simply not possible. We have instead tried to create a simple one off registration process which will facilitate future log ins to be done both securely and simply. Please accept my apologies if we have failed in doing so. If you still struggle with Bath Online it might be worth you exploring our Mobile App. Once registered for this, logging on can be as simple as using your thumb print. Colin McDougall, Chief Commercial Officer. Response date: 27th September 2023

New Online portal

1

Before launching a new portal which no-one asked for - ensure it works for all different accounts and your website can cope. Reviewed on: 26th September 2023

Reply from Thank you for your feedback. We have invested in this new portal because of lots of feedback that we needed to do so. There are a small number of accounts that cannot yet register for the new version of Bath Online but these are in the final stages of testing and we expect that they will then be made live within a matter of days/weeks and certainly by no later than the end of October. The new portal already has more functionality than the old one and we are planning on delivering new features over the next few months. If there is something in particular you would like us to add, please let us know. Colin McDougall, Chief Commercial Officer. Response date: 27th September 2023

Great customer service

5

The online chat is really good. The communication upon opening an account could be better. Information was split, emails didn't arrive and the overall process was quite slow. However, it wasn't complicated or hard. Reviewed on: 25th September 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 26th September 2023

Great staff

5

I like the excellent service provided by the front of house staff who have always received my requests whether in Branch(Oldfield Park) or by phone or email with friendly efficiency and professionalism. I fail to see why the Executives of the society receive such bloated salaries when it has been demonstrated in numerous exercises that a reasonably competent A level student of economics is able to perform the duties of financial probity just as well. How about slashing the obscene amount of money they receive and giving more to the staff who earn it and more to the charities that the Society seeks to champion each year Reviewed on: 20th September 2023

Reply from Thank you for your kind feedback regarding Oldfield Park. If you are a member of Bath Building Society you do of course have a voice and an annual vote when it comes to electing or re-electing our directors. I hope you use this opportunity. In the meantime your feedback will be recorded and reviewed by our Board and the Non-Executive Director who oversees the Remuneration Committee. Response date: 27th September 2023

City branch team are just great

5

The team in the city branch are just great. Be very proud of your team,Tracey,Jane and co are just so helpful. and funny, such a joy to go into the office Reviewed on: 19th September 2023

Reply from Thank you for your great feedback, especially regarding Tracey and Jane. I will pass this back to them both and the team. Charlotte Tillen, Savings Support Manager Response date: 26th September 2023

Money transfer v email

5

As always your service is first class Reviewed on: 18th September 2023

Reply from Thank you for your great feedback, I will pass this back to the team. Charlotte Tillen, Savings Support Manager Response date: 18th September 2023

quick help

5

gret help no issues with customer service in this instance Reviewed on: 15th September 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager. Response date: 18th September 2023

Great Company!

5

I have had an account with Bath Investment & Building Society since I was a child when my grandmother set it up for me. Throughout the years, they have consistently impressed me with their excellent customer service and commitment to keeping me informed about their services and updates. Recently, I decided it was time to close the account, and I must say that the process was incredibly easy and efficient. Jess, one of their representatives, guided me through the closure process via live chat. She was not only knowledgeable but also patient and helpful in answering all my questions. I appreciate the positive experiences I've had with Bath Investment & Building Society over the years and their continued dedication to customer satisfaction. They made what could have been a complex process a breeze, and I couldn't be happier with their service. Thank you, Bath Investment & Building Society, for your outstanding support and assistance. Reviewed on: 14th September 2023

Really helpful

5

Spoke to Harry as I was having trouble logging into my account for the first time. He resolved the issue in no time. I had a prompt and polite service. Thanks Reviewed on: 12th September 2023

Reply from Thanks for your feedback regarding Harry, its great to hear. I will pass this back to Harry and the team. Charlotte Tillen, Savings Support Manager Response date: 13th September 2023