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Yakov Shepsovitch Bok

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Review of the Bath Building Society, Savings:

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Stop wasting trees!

An account I have with BBS is reaching maturity and, to inform me of that fact, I have received 13 sheets of high quality paper printed on one side only! Need I say more? Reviewed on: 6th October 2024

Reply from Bath Building Society Thank you for your feedback regarding your maturity letter. We also included KPI’s for the additional products that are available to you once your product matures along with your maturity letter. The KPI’s include all the information required so you can make the decision on the product that’s best for you. I will pass your feedback back regarding printing on both sides over to our marketing department. Charlotte Tillen, Savings Services Manager. Response date: 7th October 2024

Review of the Bath Building Society, Savings:

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An avalanche of paper

Product reaching maturity so received 3 unnumbered printed pages in an envelope telling me what my options are but before I processed that an envelope arrived with another 11 pages, 3 of which were a copy of the orginal 3 (another tree!). Having spent 20 minutes sorting it out it appears that the second letter, in addition to the duplicates, contained details about Loyalty Bond (Issue 3) which was an option in the first letter and about Loyalty Bond (Issue 4 ) which wasn't - no mention of Loyalty Bond (Issue 2) which was. Despite your efforts I think, having found the instructions buried in one the letters, I have managed to notify BBS of my preference. Reviewed on: 2nd October 2023

Reply from Bath Building Society Thank you so much for your feedback. We clearly need to up our game here! I will look into this and see how we can improve how we are communicating with you.. We do have a legal obligation to provide some of this paperwork but that doesn't mean that we cannot explain your options more simply and clearly. When it comes to the trees, we will email you this type of information where we can. We also have plans to introduce a maturity process within our Mobile App and Bath Online portal that is simple and completely paper free. We hope this new service will be made live early next year. Colin McDougall, Chief Commercial Officer. Response date: 3rd October 2023

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