Really awful. We are a charity trying to save lives in a desperately poor area of India by sending money from the UK. They did a safeguard check on our account which took a year of us repeatedly sending the information they requested. One person would acknowledge receiving it when we phoned them and would say everything was completed. Three times this was done and three times they sent a letter a few days after threatening to close our account if we did not provide the information requested. The person who was dealing with our safeguard check was dismissed. Another person took over who was allegedly trying to phone us on a number of occasions, but never left any voicemails or sent any emails to us asking again for the information they needed otherwise they would close the account. Eventually a letter arrived stating that they had closed our account, a cheque was enclosed with the closing balance. We complained and asked them to reopen the account, and offered to provide any information they needed. They did not log the complaint and merely stated that the account was closed and could not be reopened and that because it was closed they could not tell us what information was required. A week later a complaint was raised which this time was logged. It is coming close to the time limit of eight weeks for them to respond with a resolution. After other complaints raised with a number of phone calls still a resolution letter has not arrived. Apart from that numerous other hastles have occurred and other complaints have been raised with them over the last few years.
Reviewed on: 16th October 2018
