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Review of the Newbury Building Society, Mortgages:

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Transferring to a new mortgage product

Our telephone call was handled professionally and our advisor was very helpful, patient and knowledgeable. We felt very confident that we had been given good, helpful advice that enabled us to make a decision. Reviewed on: 3rd September 2021

Review of the Newbury Building Society, Savings:

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Slow processes & communications

I opened a new Homesaver account on Sunday, 22 Aug via the on-line app. The communication advised that the NBS would need to review & complete the application, advise if any further information was required and send a secure message when this was complete. On Monday, 23 Aug as the new account was showing on-line but having received no communication I decided to try to pay an initial deposit into the account; this worked OK. It was not until Thursday, 26 Aug that a secure message was sent regarding the account having been set up. To date nothing has been received by post. As a comparison, I set up a new account with another building society on the same day. That account was confirmed as up & running the same day and I received new account information by post on Weds. Reviewed on: 3rd September 2021

Reply from Newbury Building Society Hi - thank you for leaving feedback and letting us know about your experience - it is important to us to know when things have not gone smoothly - we would love to explore what happened here and prevent any further issues - please contact us marketing @ newbury.co.uk and let us know your details so that we can investigate. We apologise for these delays and would like to understand more. Response date: 6th September 2021

Review of the Newbury Building Society, Savings:

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What a great experience

Having booked an appointment to open an account I was welcomed by name with a friendly smile, and took a seat in a comfortable chair in the bright, clean Alton branch. Opening the account was a pleasant, easy, unrushed yet not slow experience as when went through the various formalities in turn. As a customer experience it was amongst the best I have had, and I remarked at the time on how positively it compared to experiences elsewhere with some of the major banks. I left the branch feeling that my decision to open an account was fully vindicated, on the grounds of customer service alone, and the visit seemed to bode well for the future. Reviewed on: 2nd September 2021

Reply from Newbury Building Society Hi - thank you very much for your kind words and for taking the time to leave feedback - we really do appreciate it and will ensure our colleagues in the Alton branch see this, they will be so pleased. Response date: 3rd September 2021

Review of the Newbury Building Society, Mortgages:

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Good but needed to double check everything.

Overall good, but original documents were for the wrong offer. Reviewed on: 31st August 2021

Reply from Newbury Building Society Hi -thank you for providing feedback - and sorry to hear the documents provided were incorrect, we will review this to investigate what went wrong and apologise for the frustration caused. Response date: 1st September 2021

Review of the Newbury Building Society, Mortgages:

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Fast and Responsive

From the first contact with our broker to completion of the remortgage the staff at the Newbury BS were exemplary. They communicated clearly at all times, required reasonable information and evidence for our application and responded speedily on each occasion. An altogether pleasing experience. The product offered suited our needs perfectly. Thank you. Reviewed on: 30th August 2021

Reply from Newbury Building Society Hi - thank you for taking time to provide feedback - we do appreciate it. Response date: 31st August 2021

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