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Reviews 47
Richard
Dec 27,2024Fixed isa was coming up for renewal. The maturity letter reminder said you can come into branch if you dont want the isa to auto renew, otherwise it will auto renew for 12 months. Went into branch and they said you dont need to come in, you just need to transfer isa to the new provider. Not all providers however can you pick a date to transfer isa. You also cant start the process too early for risk of the 90 days loss of interest, you need to go last the maturity date. Basically was a wasted trip to branch and didnt help me one bit and my isa was set to auto renew fixed for another year. If you dont want to renew the Cumberland should automatically put you on an easy access isa, however they don’t do this and make it painfully hard to stop the process. Had to have a call to set up a new easy access isa, to avoid this auto renewing. This should not be the process. Finally trying to change provider and the cumberland have ignored the isa transfer request. Also dont believe the reviews on feefo, they clearly only contact the customers who have left a good rating on in branch feedback
Paul
Dec 09,2024Bond matured, wanted to withdraw. Can't withdraw until a month after the one anniversary of opening the bond account. It's like it's thirty years ago. No app, no internet- you have to write to them or go in branch. No bank transfer available. Cheque only. Of course the bank I want it to go to doesn't accept cheques as it's 2024. The poor staff at branch are victims of the Cumberland as much as the customers having to deal with this archaic nonsense. Sort yourselves out, Cumberland, it's not 1972.
Peter Whelan
Dec 09,2024When I first transferred my savings to The Cumberland BS two years ago I was out of the country for 3 months and on my return I had received absolutely no correspondence from them, no confirmation that they were holding my assets, I was aware then that The Cumberland BS was not a well-run financial institution and the standards that one would expect institutions to adhere to when entrusted with people savings are clearly not adhered to by CBS, I made early arrangements for the transfer of my savings on maturity and these arrangements were rejected by CBS on the pretext that a penalty would be incurred for early withdrawal, no early withdrawal was intended but anyway surely it is my choice what I do with my money, and I should have been consulted, I wrote to a Dawn Moore on 13th November and received no reply. I have made 3 phone calls to CBS (for which I require transcripts) and received no satisfaction at all, I wrote again on 2 December and mailed it recorded delivery and again no reply. The incompetence and unprofessionalism that I have encountered from these people beggar’s belief
Amber
Nov 11,2024This institution is an absolute joke. Started process in AUGUST 2024. No responses to emails, texts phone messages to manager. After chasing for over 6 weeks I decided to contact senior manager who then got on the case. Underwriting took a week to answer questions. I provided the proof the underwriter requested including verification from accountant as to income etc. waiting another week for a response. I have a very high net worth, never missed a mortgage or loan payment, four businesses, keep income as low as possible to avoid tax. At one stage they were instructing a valuation. Then not. The problem.....I am £500 short on income verification which my accountant then provide proof. This is probably the worst institution I have dealt with for customer service. I would avoid like the the plague. Dont waste your time try other building societies or banks. Small town building society trying to act big.
Stefan Slavovski
Oct 13,2024Tried to get a mortgage and the internal broker did a good service. The problem was the underwriter putting a few conditions in the mortgage offer and more specifically one of them, demanded a licence to be provided before we even bought the property, put the whole purchase in jeopardy. As a result, we lost the deal, experienced poor service in this underwriter communication and were forced to pay their own £1,220 solicitors fee. Avoid!
John Lucas, Lancashire...
Jun 25,2024Dreadful, just don’t…….
Ellie Mork
May 16,2024Made a phone call to enquire about overpayment and really didn't like the way the customer service advisor spoke. He didn't like that my husband couldn't remember details and was really quite confrontational about it. You have no idea what some people are like and that they don't like being on a telephone. Moaned at my husband for not having his own mobile phone contact details. That is my husband's choice not yours. No bank information on the mortgage statement for Cumberland Building Society just told to ring in or check online for the sort code. In this day and age that information should be on the statement for the ease of making extra payments. Then the person asked why I didn't want to be put on the mortgage - I don't need to be, there is not long left on it to need to make those changes. He didn't like it when being questioned about these things and spoke rather harshly. Not what we want from an advisor and we would avoid ringing in the future if this is how calls are handled. Couldn't tell us the information we needed and was not happy that we requested the information by letter and not over the phone. My husband is not always available because of his work. Very disappointing. This call could have been handled so much better than it was.
Ann Holland
May 01,2024Elaine and Jake at Fisher Street branch were so helpful and supportive following my Scamming experience today. Cannot praise them highly enough. They provided me with Coffee and a hug as well as professional expertise to ensure everything was sorted straight away.
Ali Cakir
Apr 13,2024Ein sehr vorkommendes Restaurant
ANTONY M CRAWFORD
Apr 06,2024We bought a house and I went into the Cumberland personally to transfer the funds four o'clock the next day still not sorted missed the deadline now going to have to wait another 3 days had to cancel the removal guy andfelt very let down going up the town tomorrow to set up with another bank cancel my Cumberland account this isn't the first time they have let me down but it's the last dont bank with them
Mrs Walker
Mar 07,2024Telephone from the Cumberland Building Society on my landline 07/03/2024. The person addressed me by my name and when I informed them that I didn’t have an account, they cut the call off. Do not call me again. Thank you.
Stephen
Jan 22,2024opened a cumberland account because they don't charge a Foreign transaction fee, pity you can't access their online banking from abroad! Are you trying to attract customers who travel or get rid of them, just make your mind up cumberland.
benjamyn999
Jan 18,2024First class service by phone on more than one occasion. A mortgage advisor meeting arranged with no fuss or issue. Excellent
Gifty Assuah
Dec 22,2023First class service, especially from our broker Terri. Terri explained everything carefully for our remortgage.
Greg Thompson
Nov 26,2023Terrible experience with my business account here. Please do not use them as clients will not be able to pay you online and they couldn’t care less.
Ali
Aug 13,2023Being here is a good experience and Lathasree provided a great service and she was helpful at breakfast team and ambiance is very good and happy to comeback again.
Clare Sewell
Aug 01,2023I had been a loyal CBS customer for say the past 20 years but as soon as my current mortgage deal with them comes to an end I will be taking all my accounts elsewhere. I had a mortgage with them for 14 or so years, when moving home I decided to go through a broker and went to TSB for a much better deal, unfortunately last year that deal came to an end and stupidly I went back to the Cumberland. The whole process was a nightmare from start to finish, extremely stressful took 3x longer than I was told to complete, they were as much use as an ashtray on a motorbike, the stress they caused me was ridiculous and to add insult to injury they had the cheek to offer me '£50' as a 'gesture of good will' I politely declined. As well as my mortgage I atm have 2 other accounts with them, one for mortgage payments and one our wages get paid into and I basically empty elsewhere into much better accounts (Chase bank atm). Every few weeks I seem to have an issue with something to do with the Cumberland. They have massively gone down hill and I would never recommend them to anyone which is a shame as I always have done in the past. If you want to stay headache free avoid this building society at all costs. I do not recommend.
Ray
Jul 27,2023Very poor. Awful application process. Can’t change the mortgage payment date to one that suits you, like you can with other lenders. Retained part of the mortgage during building work but didn’t point out I only had 6 months to claim it and then they removed it. Avoid at all costs!
Keith Wilson
Jul 11,2023Tried many times to start electronic accounts with the Cumberland. Robotic voice kept stating to press 9 for 4-digit code which did not come after 3 straight attempts. It is possible to accidently contact the emergency services. WiFi in Dumfries branch only works if you are near window at front door. Advert at front states that for Kinder Banking speak to our customer assistant, Darcy rather than a robot. Head Office could not help me to set up to Internet Banking!
miss D
Mar 21,2025Let me begin by saying the staff that deal with telephone calls are lovely . But they must feel extremely foolish knowing that they can only deal with very limited things . And no chance of getting a call from the people who you actually need to speak to . Also they need to stop and look at the outdated limited technology they use. Payments into account don't show up until head office opens most other banks shows at midnight . After waiting till 8-830am for salary or any payment going in. Then you have to transfer or pay an account outside or Cumberland and that can take at least 2 hours that is just ridiculous in this day and age . If they wished to be viewed as a modern bank /building society need to seriously start changing business been customer since approx 1990 and now make sure my money is transferred out my other bank account as soon as it goes in. They blocked my application from new bank to do a switch. Leaving me having to manual transfer out straight away . I sadly wouldn't rec