Skipton Building Society Anmeldelser 17 527

"Founded on Fairness" is a bold claim made by the Skipton Building Society and, by and large, I've no reason to doubt either the institution's pedigree or its day-to-day operations.
Indeed, I've written a previous Trustpilot review praising the SBS in general and, in particular, its prompt action in correcting ISA-transfer mistakes.
BUT...
I'm disappointed to note that the society is continuing to fall below the standards expected.
A few weeks ago - and completely out of the blue - it wrote to both my wife and I informing us that it had blundered (my words) in calculating interest payments due on two accounts. The amounts involved ran well into three figures, but, to be fair, the errors were corrected so neither of us were out of pocket.
Then, earlier this month, we were notified that, as our fixed-rate ISAs were about to mature, we should submit our instructions for future savings' preferences. And this is where Skipton let itself down.
Various online options were presented to us when we logged in, but none matched, let alone exceeded, the interest rates advertised elsewhere by the society. Cynics we may be, but this disparity between what's promoted in general literature and on maturity-instruction pages raises suspicions that Skipton is not being open/honest when encouraging (potential) members to jump on board.
Notwithstanding this issue, my wife and I remained loyal to SBS and, by opening new accounts rather than simply ticking boxes as encouraged in the maturity options' list, we have been able to take advantage of higher rates on 15-month terms.
BUT again...
We were both sent e-mails informing us that our ISAs had recently matured and "we transferred your money into our 1-year Fixed Rate Cash ISA".
Frustrated again at the inconsistency of Skipton's messaging, we duly logged in to our accounts and, to our immense relief, discovered that our instructions had, indeed, been followed.
We should have left it there, of course, and not been tempted by another, updated Skipton advertisement offering a 4.41 per cent, 15-month deal, instead of the 4.25% rate on offer just a few days earlier.
After checking that there would be no problems in "upgrading" our ISAs to this higher-rate option, we opened new accounts and, five days later, are still waiting for our money to be moved to them. Because these were internal transfers, we had assumed that such procedures would be undertaken almost immediately, but apparently not.
I don't suppose that any less interest will ultimately be paid because of this delay, but it does seem a quirk of modern-day banking that the words "electronic money transfers" and "immediate" don't always appear together in the same sentence.
Minor these observations may be, but Skipton should assess them and, where necessary, implement steps to make improvements or, sadly, it risks losing the reputation on which its "Founded on Fairness" slogan was based.

Abigail customer service representative gets 5 stars.
Knowledgeable,helpful and efficient!
Thank you.

Quick and helpful advice. Advisor was clear and his response was rapid and helpful

The assistance team is always very helpful. For anything you need, you don't have to wait, and they really try to solve any problem.

All of my questions were answered. I am still happier talking to someone on a face to face basis, but this has got the ball rolling.

Agent understood issue very quickly and fixed it in 5mins
Also gave further guidance to prevent repetition of this hence saving everyone's time
Brilliant outstanding service

Friendly helpful staff resolved my problem quickly

When I contact the Skipton on phone or chat, I receive excellent and friendly help. Their products suit my needs very well and, if I have any queries, they are most helpful in resolving them to my best advantage.
I LIKE the Skipton.

Web chat - felt like a real person and not a bot which is a great start. Was able to confirm (after security) that the conversation was enough to get my isa transferred, very efficient and polite.

ISA Transfer to another financial institution delayed because of additional security checks needed. I don't have a problem with strong security measures, but I do have a problem with the lack of communication from Skipton advising me of the additional hoops I needed to jump through. After contacting them 3 times before this was discovered, I made a complaint which was resolved quickly with a promise the funds would move that day. They didn't and now, 3 days later they still haven't been transferred. Over promise and under deliver springs to mind. I have contacted them a 4th time and been told the funds are still pending. Who knows when the transfer will be made?

No doubt I'll have the same issue when I try to withdraw a maturing bond shortly.

In summary, if things go wrong their processes aren't set up to communicate in a timely manner with the customer to explain or request additional information. Nor are they able to follow through on their promised actions. I'm leaving, if I can ever get them to action my transfer requests...

UPDATE: Having followed up with Skipton (as requested in their reply to my review) using the email address provided I deliberately omitted some personal information given the email did not appear to be encrypted. Ironically, the reply requests my date of birth and address before investigating. This is surely a serious breach of security, particularly as the reply was flagged by my email provider as being external to the Skipton. (It came from Money Direct Online Contact Shared Mailbox) What next?

Love dealing with skipon building society. I wish every financial institution was as friendly and efficient as these.

Question regarding login issues answered promptly and clearly

Having used Skipton Building Society’s offer of a free EPC Report by Vibrant, I wasted my time complaining to them about Vibrant cancelling my scheduled appointment, made a week previously, with less than 24 hours notice, and then to experience this all over again, today, as the rescheduled appointment has failed to materialise.
Despite reporting such exceedingly poor level of Customer Service, they came across as totally uninterested in my predicament.

Had a conversation with Emily on chat option, fast efficient service, well done

Always helpful and accommodating, the staff were very helpful with a minor problem I reported via a secure message. It was sorted at once, and I was notified accordingly.

Everything was sorted online with a person (not AI) and within 10 minutes or so, with separate follow up provided in case of any further difficulties. SO much more seamless than any other bank or building society I've encountered. Thank Sean!

Very helpful. Chat system is easy to use, and it went straight through to speaking to a real person instead of AI. SO much better! My issue was sorted and dealt with quickly.

I recently opted an ISA account and found the process straightforward and easy to achieve with the assistance of Chat Team who responded promptly

Excellent service. Makes a change to get answers quickly and easily. Highly recommended.