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Review of the Bath Building Society, Savings:

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IT unable to keep up with competitors

We have been Members of the Society since 2005 and always found its staff to be professional and courteous. However, in recent years we have noticed that its ability to deliver online web and App services falls short of competitors. Several weeks ago we reported that the App contained an incorrect nominated account which we had never entered. A serious concern as it left the potential to transfer funds to an account we had not approved. We are still not clear whether this has been fixed. Other App functionality such as messages don't work. On 26 September 2023 we were told that “The new look for Bath Online is now live". We were unable to register for this new Bath Online and two weeks later remain unable to access our accounts online. The Society sent one email to customers on 29 September 2023 acknowledging the issue, which it was confident would be resolved by 4 October 2023. No further general update communication has been sent and as of Friday 6 October 2023 it is still not possible to register. Following the Society's stated procedure we sent complaints to which we have received no response, possibly because it is dealing with a large number. Anyway, out of frustration we are closing down our investments with the Society which is a great pity for it and us. Reviewed on: 6th October 2023

Reply from Bath Building Society Hi John, thank you for your feedback. We did have a temporary issue with our Mobile App and the new version of Bath Online. No further communications have been sent because you should have been able to register from the 4th of October as we hoped. We have had hundreds of customers who have successfully registered this week and it is disappointing to hear that you are still struggling. Perhaps you could call, email or us or contact us via webchat to provide us with more details so that we can investigate this for you. Colin McDougall, Chief Commercial Officer. Response date: 6th October 2023

Review of the Bath Building Society, Savings:

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Well managed provincial Society

We have saved with Bath Building Society for over 15 years, enjoying competitive interest rates and confident in security of our funds Reviewed on: 17th February 2023

Reply from Bath Building Society Thank you for your feedback, Louise Head of Savings Support Response date: 23rd February 2023

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