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Review of the Newbury Building Society, Savings:

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Felt like being questioned by a police

I had a phone appointment with a lady in Abingdon branch (2.30pm on the 27th March 2023) to open an account for my daughter. She was 7minutes late to call which she apologised. Then she wasn't sure how or where I need to show her birth certicifate in order to open the account. Then she kept asking if this is my money or my daughter's money. I said this is my money to give it to my daughter, but she said I can't put my money there unless it's my daughter's money. But how else a toddler can earn money if it's not from someone else? It is my money, but why I can't give it to my daughter? The way of her communication felt like I was questionned by a very rude police with lots of judgement from a White person. I can't believe this would happen to me, with NBS. This is probably the worst banking experience I ever had living in this country for 15 years. She's lack of basic communication training, or any cultural awareness. We do gift money to our children, which might not be the British tradition but this is quite common in other part of the world. To avoid other people like me having the same experience, I decided to write down this review. This is really not acceptable. I like Newbury building society and I'm local, other staff who helped me previously were friendly and helpful. When I said I wasn't happy to open this bank account anymore and I want to stop this conversation - she was still over-talking me for more than 1 minuste as if she's the superior and I just had to listen. I had to hang up the phone. How can any customer service staff, in any industry, in any country act like that, and expect people to think they have done a good job?? Honestly, this is not acceptable. Someone needs to tell her that. This is ruining customer experience and business reputation. I felt like being bullied really. Reviewed on: 27th March 2023

Reply from Newbury Building Society We are extremely sorry for the very poor experience you have received and for the way you have been made to feel. As part of the savings application process, we ask questions relating to the source of funds for regulatory reasons and to ensure we are recommending the right type of account. This is the case for all customers. It should be asked in a sensitive way, taking into consideration individual circumstances. We have asked a Senior Manager to contact you so we can fully investigate and take the relevant action to ensure other customers do not have the same experience. Response date: 28th March 2023

Review of the Newbury Building Society, Savings:

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Excellent service.

The person who dealt with my account was very helpful, knowledgeable and friendly, so nice to deal with a human being. Thank you for all of your advice. Reviewed on: 27th March 2023

Reply from Newbury Building Society Hi - thank you for taking the time to leave us a review, we really do appreciate it. Response date: 27th March 2023

Review of the Newbury Building Society, Savings:

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Opening my first account (an ISA) with Newbury Building Society

The introduction to the Society, the process to be followed, and all potential accounts were explained very clearly in a friendly, complete, and professional way. I was asked several times if I had any questions and at no time did I feel pressured into making a decision which was very reassuring. There was also a good discussion on how the account would be managed and my request to transfer other ISAs into the same account in the future. I found the whole process a very satisfactory experience. Reviewed on: 27th March 2023

Reply from Newbury Building Society Hi - thank you for taking the time to leave us your feedback, we really do appreciate it. Response date: 27th March 2023

Review of the Newbury Building Society, Savings:

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Overall good

Overall happy with Service. It wasn’t perfect but it was good. I felt valued & helped. Although told on phone call, It would’ve been better if letter had reminded me to include Passbook in envelope to open new Savings Account. They had to call me to ask me to send it as I hadn’t included it. Reviewed on: 27th March 2023

Reply from Newbury Building Society Hi - thank you for taking the time to leave us your feedback, we really do appreciate it. Response date: 27th March 2023

Review of the Newbury Building Society, Mortgages:

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Great customer care and customer service

I've remortaged with Newbury Building Society twice now and the experience and process is pain free, fast and efficient! I find things like this quite stressful but I have always been impressed with the high level of customer care and service recieved. I would highly recommend Newbury, I'm going into my 6th year of being a customer and I am beyond happy with the service and the product offering. Thank you! Reviewed on: 26th March 2023

Reply from Newbury Building Society Hi - thank you very much for taking the time to leave us your feedback, we really do appreciate it. Response date: 27th March 2023

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