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Robert Aitken

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Review of the Family Building Society, Savings:

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Information lacking

Four days after applying on line for a savings account we received a letter providing a verification code. On entering the verification code we were advised online that the account had still not beeen activated. We phoned the society, and after a 15 minute wait, despite being told we were next in the queue, we were told we had to have a stamped copy of a passport and a stamped copy of a bank statement. These could not be sent electronically but had to be posted. I would ask why was the additional information required not sent with the original verification code. If we had not phoned we would not have known further information was required. Reviewed on: 28th September 2020

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