I tried to open an online ISA a/c which failed. I contacted Customer Services & spoke to Chi. The promotional offer had been closed but... I tried to open an online ISA a/c which failed. I contacted Customer Services & spoke to Chi. The promotional offer had been closed but Saffron honoured the original account application. I was sent instructions as to set up an alternative a/c which would then be transferred the following day. Chi agreed to ring me the following morning (which you never know whether this would happen). Chi was true to her word, rang me and transferred the account type. Chi was so helpful and very personable. With a virtually unknown BS, one can worry about the quality of service & reliability. So far, other than the technical error with setting up originally, I have been impressed. If this is the level of service I will be receiving then I am more than happy. App easy to set up and looks very intuitive. Telephone system good - does not have lots of press '1' etc so got through relatively quickly - only 3 in the queue. Website said that phone line was open until 5pm, however, I rang at 5.30pm and somebody still answered. I felt that Chi understood the time critical aspect of my enquiry with Easter shut-down and close to end of tax year. Very happy. Read more Read less

One person on the desk at lunchtime who was clearly dealing with a back office issue. Queue of 4 waiting for over half an hour.... One person on the desk at lunchtime who was clearly dealing with a back office issue. Queue of 4 waiting for over half an hour. I would expect there to be some sort of back up for when there is a long queue and/or the lengthy conversation to be taken off line. People were coming in and turning round and going out again. This is very poor customer service. Read more Read less

Although obviously not as big a company as some of the other lenders, the service is professional and polite.

Anne was very clear and gave good advice regarding the best way to redeem our buy-to-let mortgage.

Staff always extremely friendly and knowledgeable

Always friendly and helpful on the phone, and explain things in a way that you can understand.

Easy to deal with in Stortford but would like us to offer Flexible ISA - much better and practical for members.

I received clear and concise information about your products

Kim was very helpful and provided me with useful information in relation to my existing mortgage and the next steps that would follow in relation to my mortgage renewal.