Shawbrook Bank Customer Service

verydeeppockets

My first post
I've had an account with them for a good 6 months predating the change from Whiteaway Laidlaw, and they were pretty quick with no hoops to jump through at that point, but then I didn't open over an xmas break..
Getting real emails from a real human being made me feel pretty special after my Santander 'experience'.
Had no contact with Shawbrook other than a paper statement so I have no idea whether they are the same people under a different name or a completely different setup to W-W LLaw.
Only get one paper statement per year though!

Rupert_Bear

Rupert_Bear wrote: »

My original email was dated 5/1 and account opened on the 17/1

Well my fast payment was acknowledged yesterday and the account is all up and running. Originally was going for the 5 year fix but thought it was too long in the future regarding interest rates. So I decided on the 3 year fix at 4.45%. Ok not a fortune but at least I am not at the mercy of the stock market.

Also once the account was opened Shawbrook came into their own and were very good.

Acremead

I applied online and the response has been slow. However, although it's been slow there have been no Santander style c*ck-ups and I've had reassuring e-mails to keep me happy.

I have a 'slush fund' in a general savings account, so left the money there until Shawbrook sent my new account details, so the cash has been earning some interest during the wait. Then transferred it briefly into my current account, and sent from there to Shawbrook this evening.

Co-incidentally I got this e-mail from them this evening, which I think confirms that they do want our business and are genuinely concerned when things don't go as they should:


Thank you for your recent online application for a savings account with Shawbrook Bank.

We are currently experiencing a very high level of applications following the launch of several market-leading savings products, and as a result it is taking us longer than we would like to process these applications. We apologise for any inconvenience this may have caused you.

In recognition of this delay, we have decided to make a discretionary payment of 10 days’ additional interest to all of our customers who have applied for Shawbrook savings accounts online between 1st December 2011 and 31st January 2012.

We are working hard to process every application and if you have not heard from us yet, we will be in touch again as soon as your account has been opened. If you have any questions about the additional interest payment, we hope the ‘frequently asked questions’ at the bottom of this bulletin will be helpful.

Thank you for your patience and for choosing to save with Shawbrook.

ANGLICANPAT

Acremead wrote: »

I applied online and the response has been slow. However, although it's been slow there have been no Santander style c*ck-ups and I've had reassuring e-mails to keep me happy.


Co-incidentally I got this e-mail from them this evening, which I think confirms that they do want our business and are genuinely concerned when things don't go as they should:


Thank you for your recent online application for a savings account with Shawbrook Bank.

We are currently experiencing a very high level of applications following the launch of several market-leading savings products, and as a result it is taking us longer than we would like to process these applications. We apologise for any inconvenience this may have caused you.

In recognition of this delay, we have decided to make a discretionary payment of 10 days’ additional interest to all of our customers who have applied for Shawbrook savings accounts online between 1st December 2011 and 31st January 2012.

QUOTE]

I too got this email. They have already promised in earlier emails that they will pay interest from the day they receive cheques -- they havent reiterated this in the above email , so I wonder if the 10 day extra is on top of that or instead of.

Rupert_Bear

Well I apologise for any misgivings I had about this bank. Also the money I deposited with them was sat for a few weeks in a savings account paying 3 percent and they are going to give interest for 10 days I have not done too badly.

Long survive SHAWBROOK BANK with my savings!

Upwind

I too got this email. They have already promised in earlier emails that they will pay interest from the day they receive cheques -- they havent reiterated this in the above email , so I wonder if the 10 day extra is on top of that or instead of.

Same here - another nicely worded email which seemed to suggest that they are now intent on paying 10 days interest on my monies. I haven't even had the pack-up yet, let alone sent a payment/cheque.

Blackdog

Upwind wrote: »

Same here - another nicely worded email which seemed to suggest that they are now intent on paying 10 days interest on my monies. I haven't even had the pack-up yet, let alone sent a payment/cheque.

I got the extra interest email but have still not had the opening letter/pack. Have phoned them and they say they are looking into it but so far haven't phoned me back or emailed me despite promising to. Looks like I will have to chase them for a third time!

mace

I sent in a cheque on the 30th Jan and got a receipt in the post on 1st Feb. However the date on the letter is 31st Dec 2012?!? They also got my surname and forename the wrong way round but have now corrected it! Doesn't fill you with confidence...well as long as I get my interest at the end of it I am happy!

Upwind

Blackdog wrote: »

I got the extra interest email but have still not had the opening letter/pack. Have phoned them and they say they are looking into it but so far haven't phoned me back or emailed me despite promising to. Looks like I will have to chase them for a third time!

I got my signatory forms yesterday which detailed my sort code and acct no. I signed these and did a bank transfer last night. Just a wait for confirmation of receipt now.

HAIRYRUGGER

You Have Been Warned

Arranged a faster payment transfer with my bank - First Direct to my newly advised Shawbrook account on Fri 3 Feb and called Shawbrook Mon 6 Feb to confirm it had been credited. Was advised by a member of staff in Essex that they would have to phone Manchester and ask them as Essex was unable to confirm. I am still awaiting their reply.

So this being the case I called them again today Wed 8 Feb and the the Essex CUSTOMER CALL centre yet again advised me that they could not confirm if the payment had been credited and they would have to call Manchester and would call me back some time today or tomorrow. This in my opinmion is totally unacceptable and suggests that Shawbrook is not a professionally run bank.

I then called First Direct to confirm the payment had been made successfully which they confirmed in less than one minute - Shawbrook Bank take note!!

In this day and age it should not take Shawbrook Bank or any bank almost 5 days and still waiting to process a faster payment and definitely not that length of time to confirm receipt of the payment. The fact that the Essex CUSTOMER CALL centre cannot confirm customer enquiries and they have to refer to Manchester which can apparently take up to 36 hours to achieve does not in my book equate to CUSTOMER SERVICE.

On initial findings with Shawbrooks being unable to process accounts satisfactorily and offering an extra ten days interest and then this debacle I'd recommend caution in opening an account with Shawbrook Bank. In my opinion they do not appear to be a bank of the 21st Century:( You have been warned.