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Ann Bradley

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Review of the Shawbrook Bank, Loans:

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Poor customer service

On 25 April 2022 both my husband and I completed the necessary paperwork to each request separate ISA transfer-ins. They completed my husband's transfer several days after his application and, although they acknowledged receipt of my transfer application forms I have not had any details of the progress of my transfer and my website account has no details of the action taken. I have asked for updates on the transfer of my ISA funds via the secure message system on 6 May, 14 May and 17 May and also sent a hastening email to [email protected]. All my messages have been ignored. After these complaints relating to delays and lack of response to my enquiries, the formal Shawbrook customer complaint procedure warned of a further possible 4 weeks delay before receiving a “full response” or a “letter updating [me] on the progress of the investigation” ie why they failed to comply with HMRC guidance on the transfer of cash ISAs. No surprise then that a further 4 weeks later I have still not received any contact whatsoever relating to what they describe as “their urgent review”. Their maladministration is unbelievable. How on earth can savers find out what Shawbrook staff are doing with their savings? Ann Bradley Reviewed on: 21st June 2022

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