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Review of the Newbury Building Society, Mortgages:

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Uncomfortable

I am redeeming my mortgage and rang NBS a few months back to find out the exact amount owed. I was told I would be contacted nearer the time, which was fine. To get a call out of the blue and asking really personal questions was very uncomfortable and slightly strange. My first reaction, and apologies to Neisha who was lovely and completely professional and friendly but the first question she asked was my date of birth and name when she had rung me? I understand data protection but that was before anything else. I nearly hung up thinking it was a scam, but then she asked where my funds were coming from. I'm n o money launderer but its none of your business! Frankly I could have said anything... Wouldn't it be better to email/write and schedule a call or zoon call especially from someone with a foreign accent. It's not fair on your staff as I must have been very offhand with her. I was thinking scam before anything else and wasn't thinking straight - apologies if I was rude to her. Reviewed on: 14th November 2023

Reply from Newbury Building Society Hi Kate - thank you for taking the time to leave feedback. We apologise for the experience you have had, we will be looking into this and will be in touch. Response date: 15th November 2023

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