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Name: Heather Ettling

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Do not answer the phone or emails

Serious problem with their customer service phone line! I have tried calling a number of times but always in a queue, so today I called at 8.15 in the morning and was on hold for 38 minutes when the phone was cut off! I've sent an email but had an automated response saying they'll get back to me in 4 working days! My linked bank account will not verify the new RCI account and with so many scams going around I'm not prepared to send over £100 to an account or bank that doesnt appear to exist! Reviewed on: 7th November 2022

Reply from Hi Heather, head of savings here, and with bit of a long reply to all the comments but bear with me. I’m very sorry if you had a long wait time on the telephone or not being able to connect. We’ve kept some very competitively priced accounts on sale for the past two weeks up to this morning. At a time when household finances are stretched, I asked the team to give some priority to opening accounts at these rewarding rates (rather than taking the products off sale) so customers would earn a competitive return on their savings for years to come. I’m sorry this impacted your experience with us. I also regret this happened to as many people as it did- we do take onboard all feedback. Due to the sheer volume of applications, the team has been busy processing over 30k manual account openings, telephone calls, emails, and inquiries as we welcomed tens of thousands of new savers. We’re heartened that so many UK households are saving and getting a rewarding rate of interest. We’re now working through the contact backlog. If you still have an outstanding issue and would like a personal response to your query, please follow us on Facebook and send us a private message so that we can contact you directly. Please make sure it’s a private message and you don’t publish your personal information for all to see. Best wishes! Response date: 17th November 2022