Smile Current Account

I've had a smile current account and credit card since 2004. I have been very impressed by their friendly telephone customer service team (still located in the UK) and the way everyone I have spoken to has always been willing to go out of their way to help me. No "the computer says no" attitude.

Their online customer support is also excellent. Never any problems getting help and advice even when it means a bit of extra work for the person on the other end.

They also have a really good ethical policy and don't loan money to business that have a dodgy record on human rights, international development, animal welfare and the environment.

Heartily recommended

Both Coop and Smile do absolutely nothing for long term customers. They never offer any NEW savings products with special interest rates specifically designed solely for the existing loyal customer. They also do not give 'rewards' for a defined monthly deposit into a current account.

The websites are archaic with no information on pending transactions, which always made me feel as though my money was floating in the ether when it left the account!

Reading the existing reviews I am surprised that Smile is getting some negative ones. My experience has been good overall - no problems, sometimes takes a bit too long to answer the phone, but otherwise the bank doesn't annoy me at all. I have no savings so am not interested in interest rates, so can't comment on that bit. I do hope that the negative reviews reflect a blip in Smile's service - would be a pity if it went downhill.

Smile Bank used to be excellent in terms of customer service but very recently they have gone down hill.

I have been in situations where my cards are being denied for no reason and when I complain, the Bank either lies and says its not their fault or blames it on anti-fraud prevention. When I complain, there is no satisfactory response.

I was left high and dry without cash whilst on holiday on several occasions recently which meant I had to ring them from Australia and complain. In fact its the same every time I go away even though I email them to let them know.

I have told them I will close the account without further notice the next time it happens. I expect this will be th next time I leave the UK.

Nowadays, I do not recommend them to others. But I used to.

I have been signed off sick for over a year and by selling stuff and borrowing money etc. have been able to hold everything together and pay my visa account every month. My current account has always been kept within the terms and conditions. Sent them a letter in December to say that I could no longer afford the payments on my visa account. Sent second letter with offer of reduced payment with supporting evidence. So far they have blocked my benefit by not issuing my replacement debit card and have now blocked access to my current account and I can't log in. I have made reduced offers of payment and also said this will be increased but due to my illness I would prefer to contact them through email or post. I have also made payments of the reduced offers. Very ethical ...

I just think they other excellent service and would recommend their current account to anyone.

They usually come top, or very near top of independant surveys, so I have no idea why the feedback here is so unrepresentative (thats why I have wasted my precious time writing this!).

I changed jobs and missed some direct debits, however they charged me a fortune for doing so and it would have more than covered the cost to send an automatically generated email.

Then I got an email. The tone is shocking and the last paragraph sums up their attitude towards their customers.

The Smile Current Account "secure messaging system" is a joke - you can't send messages longer than 1000 characters long (this can be a real problem when you need to quote previous correspondence), and they are answered fairly infrequently. Customer services people are unhelpful.

Most of all, their over-limit charges are extortionate. I originally moved to them from Barclays because I was tired of getting charged £35 for going a couple of pounds over my limit, but it turns out that Smile are much worse on this count.

Furthermore, their online banking system is archaic and confusing to use. Compared to Barclays, who have a very good online banking system (apart from the £1000 limit on payments), it is inconsistent and confusing to use.

I have been trying to organise a foreign payment for 3 weeks with Smile and haven't even had a response to 3 messages or a complaint that I have sent. Telephone line leaves you waiting on hold for ages and operators just fob you off.

Due to the time taken to transfer money through electronic transfers, you know, where your money left another bank three days ago and still isn't recognised by the bank that you sent it to, I went overdrawn for a matter of hours by about three pounds. Yes, the account was in the red by 3 pounds at one point of the day, and then later that day it was in the black again by hundreds of pounds. The Smile current account statement showed this. However, they still charged me big in unofficial overdraft charges. The same thing has happened to me several times since, and it is always tiny amounts for less than 24 hours.

When you complain they don't respond well, and they are unhelpful and uncaring, but probably smiling due to all the unnecessary charges they must collect from people, who pay for the attractive rates that lure new customers.