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Guest's review of Cheshire Building Society


“The customer last”

Written on: 20/04/2012

I applied for a cash ISA online, printed out the documents, followed the instructions to the T end posted all they asked for including a cheque. I soon after received a text and an email thanking me for my application. So far so good... then I received a letter, and a text asking for additional proof of identification which I sent...all before the HMRC cut-off date.

With the 6th of April approaching I phoned up to ask about progress and was informed that some of the proof of ID I sent was not valid and they needed more. I can live with that but was concerned that we would miss the date. I was however assured that since they received all in good time that would not be an issue. One week after the cut-off I received a notice saying the cancelled my application as they had not received any funds...

So I phone up and here is where it really started going downhill. I was (rudely) told it was my fault since I did not send any funds. I said I must have as although they chased me for missing proof of ID they never chased me for the money and being a financial institution that was strange. Clearly they had the cheque but something in admin went wrong and it was lost/misplaced. They agreed it was strange however refuse to admit that they made an error. I can accept errors happen. In this I missed out on my ISA allowance for the tax year due to no fault of my own and felt it deserved at least an apology. Here is where the stonewalling began. They refused to apologise for my customer experience however were more than happy to offer their services for the next tax year...

I don't think that's going to happen ...

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