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Name: James Meikle

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Impossible to get through.

I was keen to make a substantial deposit into my account. For this I need both my account number and sort code. So i printed off my statement which shows an account number but no sort code. I tried phoning, but after hanging on for 45 minutes, gave up. I emailed and was advised that they would get back within a few working days, but also gave out their Newcastle number. On phoning this i was almost immediately put onto the same automated message of the day before. All i want is those details which will allow me to make a deposit. I have requested that someone phone me. What are the chances? I Reviewed on: 10th November 2022

Reply from Hi James, 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