Abbey, formerly Abbey National, are part of the Santander banking group and offer bank and savings accounts, personal loans, insurance, mortgages and credit cards.
Are you an Abbey Customer? What do you think about Abbey changing its name to Santander? Why not send us your review of their services?
Written on: 14/09/2010 by reviwerNick (2 reviews written)
Applied for a bank account online but never heard from them. Online support people emailed me to say call this phone number. Customer services on that phone number said email online support. After going around in circles like that I realised I don't want an account with this bank after all and gave up on the application.
At the same time they are offering people £100 to switch their account to them! I think they should use the money to train their customer support instead lol :) (read more)
Written on: 15/07/2010
Worst banking experience I have ever had. I have whole host of relationships from current account to ISa to regular saver to esaver to credit card and bonds but the service is just pathetic.
Branch would not accept my bond closing application, would ask me to call telephone banking. Telephone banking says it can be done only in branch. Account opening was very easy, closing and getting money back was a nightmare.
Credit card - cancelled my card twice without my request (and issued another... (read more)
Written on: 08/05/2010
I put some money into an ABBEY ISA in March 2009. The link I used came from Martins Money Tips. Abbey had switched the web site from a high interest ISA to an ISA that 0.01% interest. They told me that I was in this ISA when they gave £3.34 in interest in April 2010, no tax though.
I closed my Abbey account and instructed my new bank to transfer my savings to them, which they did on the 21st April 2010. It is now the 8th May 2010 and Abbey and my new bank have no idea where my saving... (read more)
Written on: 22/04/2010
In a word, TERRIBLE!
I have had the misfortune of banking with Abbey for the last 10 years, and things have just gone from bad to worse. The latest issue is their fantastic fraud system. It has blocked my card 3 times in a 2 week period because, quite simply, it didn't like the look of my transaction(s).
As much as I appreciate the meticulous nature of Abbey's Fraud system, it would be polite if someone, anyone, called me to let me know my card had been blocked and I didn't have to wait... (read more)
Written on: 03/04/2010
Transferred to Abbey/Santander from Halifax. Big mistake. telephone customer service is awful. Movement of account was messed up and is still not complete six months on. Called three times today (about fifteen times over six months) to resolve the ongoing error on their part and always am cut off or transferred to wrong dept. Branch says they can't help me. Queues in branch are shocking and service is very,very slow. No immediate fund transfers to other banks via online service. Machine... (read more)
Written on: 24/03/2010
The branch in Harwich, Essex is awful. The queues are always huge, staff are unhelpful & constantly trying to sell you something everytime you go in which is why the queues are so big!! I am unemployed and they keep trying to get me to apply for a credit card, take out a loan or apply for a mortgage despite refusals everytime they ask! They now won't let you withdraw under £30 over the counter, which is apparantly to improve customer service! I have been hung up on when speaking to their... (read more)
Written on: 17/03/2010
Abbey national is the worst bank ever, they have caused us nothing but 8 weeks off stress with our mortgage application, asking for every bit of paperwork they can possibly ask for week after week ut then not even looking at it for days and days!. They seem to delay your application as much as possible and make mistakes in between!.
The accepted our mortgage application but they said they changed there policy and it had to go back to the underwriters with more papework we had given. Guess... (read more)
Written on: 04/02/2010
Abbey/Santander have the worst customer service that I have ever come across. They are rude, unfair and they take too long to deliever their statements to your door. For example I forgetten my internet banking details, I called them requesting some new ones as I badly need to manage my account and they said it takes up to 14 days to arrive the woman on the phone was really rude to me. This is unacceptable in my opinion especailly if you need to manage your accounts and don't have time to get... (read more)
Written on: 28/01/2010
I have read the other reviews on this site in amazement. The branch I deal with in Holywell North Wales is really good. They greet me with a smile and genuine interest every time i go in. When I did have a problem with a fraudulant transaction on my account they took me in an office and made the call to fraud for me, the money was back in my account within a few days. They offer excellent interest on their accounts and let me know when special offers expire and the interest rates drop so... (read more)
Written on: 15/01/2010 by truemanuk (2 reviews written)
I would suggest everyone leave this rubbish bank, I just lost 4000 pound today using their business banking. they will never protect their customer, we will go to court to sue them. Also I will withdraw all of my money from my personal bank account from them. (read more)
Written on: 10/12/2009
In Jan 2009 my wife died, in Feb 2009 on a visit to local branch I explained the situation and changed the savings and current accounts into my name.
Was advised in Nov.to change my current to new Reward account,but was then asked if my wife would be included in the new account,told this was just an update problem (after eight months), I did change to the reward account only to find on my first transaction that they had they lost my savings account (not linked at he time I was told and they... (read more)
Written on: 24/11/2009
My first experience of Abbey was when I had a credit card through them. I relocated and was told on the telephone that I needed to visit an Abbey branch for my address to be changed. I went into the Uxbridge branch, filled in a form and they photocopied my passport. 3 weeks later when my bill was sent, it went to my old address (luckily I had redirection). so I went back to Abbey-this time in Slough, to be told that I needed to provide 2 forms of ID. So I returned for a third time with my... (read more)
Written on: 15/11/2009
I can't talk highly enough of the Abbey team in Ipswich. Branch is always busy but their customer service and friendliness are second to none.
I recently had a fraud on my account and this was dealy with exceptionally by one of their advisers, and as a result I am moving my mortgage to them.
I can't recommend them highly enough and would encourage other, dissatisfied customers that I have read about to give these guys a try! (read more)
Written on: 12/11/2009 by jerichosyndrome (1 review written)
ABBEY HAS 'STOLEN' MY MONEY, BUT REFUSE ACKNOWLEDGING ME AS CUSTOMER.
For 30 years I've had the same branch building society account which ended as Bradford and Bingley.
The last 14 years I had a box number for my mail (and all BB statements, etc sent). [Ie, since my wrongly delivered mail 'neighbours' opened/discarded].
I requested transferring my money to a better interest account (than 0.01%), and was told 'after September' I could have an Abbey Account.
In October I noticed every... (read more)
Written on: 04/11/2009
I have been attempting to change my name following my marriage - i got married A MONTH AGO - since which time i have been banging my head off a brick wall attempting to get my details changed and a new card:- First i went into the branch in my home town and filled out the appropriate forms and they copied my marriage certificate. After 2 weeks - i had no new card so i phoned customer services - they had NO RECORD of any request, and told me to go back into the branch. I went... (read more)
Written on: 01/11/2009
Had some fraud on my account (over the phone - the telephone banking security is very poor). They were supposed to open a new account, transfer everthing over and close the old account, but it took over 12 weeks, tens of phone calls & visits to branch to sort it out. I didn't have normal access to my money for that entire time.
The telephone service is appalling - I don't usually use it, but had to because of the fraud. Too many departments, no one knows what's going on or who you need to... (read more)
Written on: 16/07/2009
A month ago myself and my business partner applied for a Abbey business account for our new business, the representative in the branch went through all our details took our id and told us that the account would take two weeks to set up.
We left the branch with nothing apart from the knowledge that our account was "being processed" but thought we had made a good step forward on the way to setting up our new business.
Two weeks later we had heard nothing so we called to see how the... (read more)
Written on: 10/07/2009 by LB1306
Abbey is the BANK FROM HELL. Last week i received my statement they charged me 75.00 overdraft charges. I phone customer service demanding an explanation then they finally reversed the charge. (read more)
Written on: 30/06/2009 by mat1823 (9 reviews written)
Have been with Abbey for 3 years and have had only 1 problem (well more minor confusion than a problem) so far, people in the branch are friendly, polite, wont plan on leaving them. I only had 1 problem with them and that was my account being upgraded but wasnt done on time so i had another one opened, so i have 2 accounts now, thats handy. (read more)
Written on: 17/06/2009 by kuba303 (1 review written)
My morgtgage application through Abbey has been going on now for over three months, everything that possibly could go wrong - DID GO WRONG.
I have never heard of so many 'errors, failures in comunications, incomlete transmitions' etc.
Example: After waiting for three months for mortgage offer when it finally arrived the valuation report did not include parking space which affectively brought the value of the property down by 32k,
I wish found this website before as it would save me lots of... (read more)
Written on: 16/05/2009 by tomtom88 (3 reviews written)
I phoned to open an account, took 10 day to send the application form, then another 11 days to get back to me on my identification, they then told me to wait for my account details to arrive, after waiting another 6 weeks, I phoned them to see what was happening, they said they have not got my details on their system, overall their depressed customer care and service is just deplorable, so I opened an account with Lloyds TSB, took 72 hours to get my account running,... (read more)
Written on: 28/04/2009 by Manpig (1 review written)
Abbey call centres that tell you to go into your branch, branches that tell you to phone up the call centre?
Or how about their general lack of customer service skills or ability to rectify their mistakes?
I think the thing that annoys me most is that they seems to charge you £25 when they feel like it, for no real reason and then you have to go through the above to get it sorted!
The best bit is their statement which says 'why were charging you' and then just lists the charges, dont... (read more)
Written on: 03/04/2009
Abbey online banking is safe.... OK not good in communication when you go in some branches you get sick standing in lines and waiting no one comes to see you. (read more)
Written on: 29/01/2009 by colint (4 reviews written)
I need to communicate with the Abbey as my aged mother has always had an account with them and doesn't like change. Going into the branch to speak to someone is an unpleasant experience - staff look unhappy and uninterested - but the 'advice' I received from an 'adviser' was brief, terse and too be honest not the best quality. I wouldn't recommend them. (read more)
Written on: 16/01/2009 by Caulie (2 reviews written)
I've been banking with Abbey since 1999, everything has been fine until recently. They took 31p out of my account for overdraft charges - I have never been overdrawn. The following month they did it again, and again, and again. I did receive a refund, but wanted an explanation so I wrote to them in September 08. I am still waiting for a reply. They put £25 in my account a few days ago for my inconvenience. I also tried to open an ISA, took in my ID etc. was promised it would be opened... (read more)
Written on: 20/09/2008
A depressing decline in service over the past ten years or so. High interest rates reserved for new clients and/or deposits from outside the institution. Minor but frequent errors in administration of accounts. Difficulties getting online later at night or in the early morning. (read more)
Written on: 15/09/2008 by jenkmel (2 reviews written)
Abbey seem to charge very high fees for a poor service. It feels sometimes like I have to ask them to do something at least 3 times and it still does not get done properly. Have now closed my business acc and current acc with Abbey. Halifax has taken away the high stress factor that I suffered with Abbey! Do yourself a favour and ditch this awful company. I would give them a minus 0 rating if I could. (read more)
Written on: 10/09/2008 by Mikey S (1 review written)
Every time I deal with Abbey I have a problem - whether it ' s on the phone, in the branch, or online. The most annoying thing of all is when you think you are finally sorted, you find out that they have not listened, not done what you have asked and what they confirmed they would do, or plain and simply given me the wrong information. Also I think it ' s funny that I have to phone them if I have a query. There is no email contact, or blogs page so that people can share information about... (read more)
Written on: 14/07/2008 by Flygirl70 (1 review written)
I've been with Abbey for over 20 years and have over 30K with them in various accounts. This year I have complained at least 6 times for various reasons: miscalculating overdraft interest (took about 5 calls to get them to resolve this), the fact every time I went to my local Cambridge branch there were no deposit envelopes, difficulties changing my name to my married name, but the icing on the cake was this weekend my card being declined in my local shop because I'd failed to tell them I... (read more)
Written on: 02/07/2008 by geminilou (1 review written)
I contacted Abbey to arrange an appointment and switch over from HSBC. Ironically I always found customer service at HSBC poor and the branch poorly staffed, I also regularly save chunks of cash and never seem to earn a bean of interest with HSBC. I was attracted to Abbey's e-saver account. I spent an hour with an Abbey staff member who got as far as entering my name and address on her computer. She said authorisation was needed for me to have the same overdraft. She said she would email me... (read more)
Written on: 31/03/2008
I have received conflicting information from Abbey via email, post and telephone. All I wanted to do was transfer an existing cash ISA into a Abbey cash ISA. The telephone operators do not seem to be able to answer specific questions. None of the forms have an identifying code. I'm going to try Alliance & Leicester - they are offering the same rate and, fingers crossed, I will receive better service (read more)
Written on: 25/01/2008
Customer service phone line is terrible. They all give conflicting answers to the same questions. I have been without a debit card (and hence any way to access my account) since the 1st of Jan - supposedly the card is in the post ;( But they have already sent it to the wrong address once. If you need to get information go to the branch, phoning up may seem like the easy option, it isn't. (read more)
Written on: 01/01/2008 by mshogun (1 review written)
Customer services at Abbey are a waste of time can never understand them I think I must be phoning planet Mars or something been with them 13 years so they should look after people like me but do they don't. I am going to close my bank account this weekend. (read more)
Written on: 30/10/2007 by atilaw (1 review written)
Abbey offer terrible customer service. My Royal Mail redirect is still forwarding bank statements after telling them 3 times we have moved in the last 3 months. They still owe us £300 in bank charges due to their error and not correcting it in time.
Shoddy service. I will be closing my account this month. (read more)
Written on: 06/10/2007 by antiguajo07
Banked with Abbey since a child. Hold 6 accounts. Got married in June attended the branch with id and marriage certificate. Had to change name on my books myself but told would receive cards. Now October and nothing. Went into the branch a few days ago and was told by an assistant that it had not been done although my account takes cheques in my new name and I have a cheque book in my new name. Filled in forms again with id and marriage certificate (I think she was disappointed that I... (read more)
Written on: 07/08/2007 by dovey107 (2 reviews written)
I have 2 accounts with Abbey, one current, and one ISA.
I asked for the ISA to be closed by letter, and received a cheque for the interest in the post. However the account was not closed. I phoned and was told it would be closed the very same day - it is still open. I have emailed and was told to write a letter asking for it to be closed - something I said in the email that I had already done! I have phoned again since, and yet again, it is not closed.
Current account opened with Alliance... (read more)
Written on: 01/08/2007 by Sidsnot (1 review written)
I changed address 9 months ago and despite going in my local branch on four separate occasions and filling in change of address forms, I have still not received any statements etc from Abbey. I have two accounts with Abbey, only one address was changed despite both accounts being on the one form?
Also around four months ago, all large amount of money disappeared from my account, I rang up Abbey as I was worried, turns out a fault with Abbeys system had duplicated all payments made using my... (read more)
Written on: 14/06/2007 by daisyrabbit (2 reviews written)
I originally had an account with National & Provincial and everything was fine until they were taken over by AbbeyBank. Then the charges started - I'd been made redundant and tried to cancel all my direct debits and standing orders, but not in time - that month they charged me £200 and the following £295, having given me charges because the charges I'd paid had taken me into overdraft. After a few years of this (I really don't know why that long) I then claimed back my charges over the... (read more)
Written on: 18/05/2007 by troyforsyth (1 review written)
I will probably cancel. I would not advise using Abbey. (read more)
Written on: 29/01/2007 by davidils20l
I have had an Abbey Account since I was born. It was first opened as a Building society Account by my grandmother. Never a problem. Then I transferred to a Chequing Account, and Abbey National became THE ABBEY. That's when it went down hill.
I travel a lot due to my work. Abbey have been informed of this. Yet 3 times last year, a block was put on my account. (Debit card with plenty of funds in there). Of course, it's always when I need to pay for my hotel bill or some other inconvenient... (read more)
Written on: 27/01/2007 by jojo8718 (12 reviews written)
When I was 18, I went overdrawn on my Visa electron card when I was abroad. I didn't have an overdraft limit, but I had enough cash in my account, should the cheques I put in 8 days before had cleared. I drew the money out and it let me. I was only doing £10 at a time about 4 or 5 times, and the occasional £5 T-Mobile top up, which was well within my balance. When my Abbey statement arrived, I was shocked to find I had £240 worth of charges; yes £240!!!! They had charged me around £40 for... (read more)
Written on: 24/10/2006 by mutton (10 reviews written)
I have banked with them for 10 years now. I also have home insurance with them, and I have never had any major problems with Abbey. And mostly their staff are courteous and knowledgeable. (read more)
Written on: 17/10/2006 by 45lovers
I have been with Abbey for 12 years now, and they have always been consistent.
I always have a cheque book, I have 24 hour Internet access, which, by the way is excellent, and I could not live without it. I am always aware of any charges. The branches are always helpful, as too are the call centres.
A few years ago I had my bank account emptied and got straight on the phone to sort it out with Abbey. At the time it covered all DD and cheques, which would have bounced, with all my funds... (read more)
Written on: 05/09/2006 by taffpowell
Because of their poor service and moving my money about without my knowledge, I have seen myself overdrawn several times! After fighting with Abbey for months over £50 fines for going overdrawn when it is their fault, I eventually had to go to court! (read more)
Written on: 25/05/2006 by charliebee (1 review written)
Since opening an account with Abbey 3 years ago they have forgotten to send off for my debit card and cheque book (I had to phone and remind them).
They have changed policy without informing staff, meaning that I was misinformed.
They started charging tax without informing me they were going to start doing this (as an 18 year old student not working I wasn't supposed to pay tax).
When I forgot my pin (yes I know...) could I request a new one in store? Yes and no... I was in store, but... (read more)
Written on: 12/04/2006 by notalwaysbad (1 review written)
I had been with Abbey for around 15 years and had no problems until I wanted 2 close one of my 3 accounts. They shut the wrong one and have done nothing to help me out. The problem has been going on for over 2 months! (read more)
Written on: 17/03/2006 by gherkins (1 review written)
I have several bank accounts, and Abbey is by far the worst. And don't expect things to change with the takeover by Santander. My girlfriend is Spanish and, although ALL Spanish banks are awful, Santander is one of the worst. (read more)
Written on: 09/03/2006 by paulsteell (1 review written)
The call centre staff are unhelpful, and any bank that charges £50 for going £1.07 overdrawn doesn't deserve to have any ones money.
It took months for Abbey to give me a debit card, and that was after umpteen calls and visits to branches, and having to ask about 5 different members of staff.
I also have an account with the Royal Bank of Scotland and when they messed up money that was meant to be paid to me for opening an account, they quickly resolved my problem and gave me £20 extra for... (read more)