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Name: Wokingham resident

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Need to improve processes and communications.

Opened the account online without difficulty but then the problems started. The account appeared in my online profile but the confirmation of opening screen told me I would receive a secure message when I was able to pay money. I did not get such a message, and still do not have it over a week later. I had to ring the online team, then the local branch three times before I could be sure it was safe for me to pay money in. A letter confirming the account was open arrived in the post today, 11 days after opening the account. I was told that a high number of new account openings had delayed the process but this is the first time I have ever had such a delay and confusion on opening an online account, which should only take moments to confirm everything online. There is a need for process changes here. Very frustrating. But the reasonable account rates, and a local presence (with great staff), nevertheless merit a "7" rating overall. Reviewed on: 16th January 2021

Reply from Hi, we are very sorry to hear that you experienced such frustrations and delays, this is not the normal experience we strive to provide. Please do email us at marketing @newbury.co.uk and as we would like to look into these problems. Many thanks Response date: 18th January 2021