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David R

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Review of the Newbury Building Society, Savings:

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Check everything they tell you - and chase.

At end of November 2023 I asked NBS to do an ISA transfer of £20k to Lloyds bank this was done on-line from Lloyds branch. By mid-DEc nothing had happened so we went to see Lloyds again and this time completed a form, which was emailed to Denise Wright. I asked for a photocopy of the form. On 22/1/24 we visited NBS again as you still claimed to have not received the transfer request and left you a copy of the transfer form. This worked and on 29/1/24 the money was transferred! Time was of the essence because the money was for a very good fixed ISA offer from Lloyds that was later withdrawn. During December and January we contacted Lloyds and yourselves (Zac Baker) several times but, NOBODY WOULD TAKE OWNERSHIP OF THE PROBLEM and I doubt if the transfer would ever have happened if I had not retained a copy of the transfer form and passed to you. Amazingly I received a letter from Alex Henry to confirm the transfer had taken place on the 31/1/24 BUT the letter went onto say that the ISA is now closed. Why? It still has £12k in it! I phoned you immediately and received an apology with a promise of a new letter being sent out. Reviewed on: 1st February 2024

Reply from Newbury Building Society Thank you for taking time to leave feedback David, our Customer Service Manager will be in touch to discuss your experience. Response date: 6th February 2024

Review of the Newbury Building Society, Savings:

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ISA transfer request goes astray - and nobody cares!!

My wife and I are trying to transfer £20,000 from her cash ISA to Lloyds bank ISA. Lloyds sent an ISA transfer request in November and again on 15th December but you claim not to have received it. What can I do?? We have a copy of the transfer request form that we can bring in if that would help. Reviewed on: 18th January 2024

Reply from Newbury Building Society Thank you for taking the time to leave feedback - we are sorry to hear this, please can you contact us so that we can look into what happened, we will try and locate your details in the meantime. Response date: 19th January 2024

Review of the Newbury Building Society, Savings:

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Poor Service on ISA transfers.

My wife requested a partial ISA transfer from you to Lloyds Bank in November, and a duplicate request was sent on 15/12/2023 but still nothing heard. Lloyds said that you are always very slow for ISA transfers. Why is this? We had rated NBS very highly for customer service but this is very poor. Reviewed on: 7th January 2024

Reply from Newbury Building Society Hi David, thank you for taking the time to leave feedback - we are sorry to hear that this transaction has been delayed - we will look into this and contact you to ensure we understand what happened. Response date: 8th January 2024

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