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 ...

I applied for a 3% ISA transfer fixed rate for one year (on line). They deliberately tell you your forms are incorrectly filled out to prolong the process. Weeks later after my holiday I had a letter saying the forms were still wrong! I rang up and told them that this was beyond a joke and I am capable of filling forms in. They said the interest rate had changed to 2.75% ( a big difference with £30,000.00 to invest) I said if that was the case I did not want my application to go any further. I was assured it would be honoured from the date the application was originally received (14th April)I then had a letter in May confirming that it would be back dated. I now have received a certificate stating the date commenced on 24th May at the new rate of 2.75%! I rang their customer service department and one of their lackeys couldn't deal with it so I asked to speak to his supervisor. A complete to$$er(his name cannot be printed here unfortunately) who REFUSED to put me on to his manager. He also told me my only option was to transfer the isa again to another provider, and be PENALISED for closing the account down before the maturity date! I explained the letter evidence and the name of the person I spoke to previously and he said it is on on receipt of a CORRECT form received! I admit the first error was a missing signature on my part - after that THEY prolonged the process because they KNEW the interest rates were changing. As I said 1/4 per cent does make a big difference. I have now made an official complaint and there is no way they are getting away with this. MY ADVICE? Steer well clear!