written by turfgb on 22/12/2011
I've been a bit surprised by the negative reviews on here but I guess people tend to come on here when they've had a problem rather than to praise!! It's worth pointing out that smile/co-op bank are highly rated in surveys for bank customer service. I've had a current account with them for 8 years now. I can't really find any complaints at all but I've marked the review down by one star as recently secure messages are not picked as quickly as theaiy used to be. They used to be answered in 24 hours, now it's more like 48-72 hours!! Not much use if it's an urgent issue.
written by on 07/09/2011
Been with smile.co.uk for many, many years. Had a current account with them more or less from the start and have stayed partly through laziness but mostly because I've felt no need to look elsewhere. That said their savings account rates are complete and utter crep but savings aren't what I use them for. I always shop around for savings account / ISA rates. The main gripe with using their online banking is the login time out feature. It's a good idea on paper but in practice it can be annoying in the extreme. An example is sending a secure message to the bank, if during typing you need to look through some paperwork for information or while typing need to leave the pc for a short time then you'll return to find yourself logged out. It's just annoying... one solution that might help would be a timeout clock on the webpage so you're aware how long you've got before getting booted out. When I've had other problems with credit or debit cards and transfers they've generally been fixed in a timely and professional manner and did once receive a bottle of port by way of an apology for a european transfer error (they used GBP instead of euros!!). Overall they get it just about right in my opinion and experience.
written by on 25/02/2011
I have been with Smile for a few years now, and to me it's fine; ok the card reader was a bit of a pain but they got rid of it recently for most transactions. I have an account with Nationwide and have a card reader there too. It seems to be the trend at the moment.
Their customer service is fairly reliable and responds pretty promply. And the huge bonus for me is their ethically funded investment policies. Not many around who can boast the same. Having my money used to fund chemical industries, armement or dodgy deals is not exactly my cup of tea...
written by on 28/02/2010
Both my husband and I have used smile since the late 90s and have rarely had cause for complaint. The only negative has been the low interest rates on my ISA, and I have moved my savings elsewhere. We've had no problems with the card reader, although the numbers on the screen are in a very small font and make it easy to type in a wrong number.
written by on 11/09/2009
Have always experienced great customer service with Smile - and I've been with them for 10 years. My only complaint is that the functionality on their website should have really come on in this time but it's developed very little... for instance, just being able to search for past transactions without trawling through endless statements would be a huge improvement.
written by on 27/08/2009
Very good response from smile internet banking whenever I have a query - either by phone or secure message.
Not very good for checking history of transactions - e.g. for Standing orders or direct debits there is no way to know when they started - you have to trawl through old statements.
Quite like the security measures.
written by amclaurin on 11/06/2009
I have been with Smile Internet Banking for 3 years and can't fault them. I have never had a problem with Direct Debits (including paypal) or standing orders. Setting up bill payments is very easy, they have pre supplied details for most utilities, credit card companies etc. which have always worked for me. One thing I am surprised more people haven't mentioned is that they give you a dividend twice a year for banking with them, I got over 60 pounds in 2008 and now I have moved my mortgage to the co-op I am expecting over 200 this year (register at co op membership online to get this paid to you). Having said that, I have never been overdrawn by more than £100 so haven't ever paid fees, I suspect they are as bad as the rest of them if you do go over your limit.
written by jannwood on 18/09/2008
Clear and easy to use website. Very few errors, and when they are pointed out, they are corrected immediately. They have both a good email and telephone service for any query or service required. They moniter my accounts for any unusual activity and either email of detail of the activity and /or block the activity. I have used Smile Banking for several years now and would prefer to use Smile for 100% of my banking, except that I like to keep the option of having a high street bank for emrgency use.
written by on 10/09/2008
I have been with Smile for about four years now and I cannot fault them. They are prompt with replies to messages, they are helpful, friendly and they listen. UK based call-centre. Very helpful and friendly staff, website easy to use. Were very kind and helpful when I was out of work a few years ago and put no pressure on me. They listen.
written by patbell101 on 18/08/2008
No longer a top performer especially in terms of interest rates, but reading reviews of other banks suc as A&L - suggest that I am MUCH better off where I am.
written by DeeDeeBel on 17/06/2008
I changed to Smile about 6 months ago after having very bad experiences with HSBC, and have been really impressed. The response to my request to set up an account was quick, and they made it so easy to transfer my direct debits and standing orders over, as well as providing ready done letters for my HR department to ensure my wages were correctly transferred. I have found the staff on the phone to be very helpful, friendly and understanding, a huge difference to my experiences with other banks. The ethical policy is a major bonus for me too, as is speaking to staff who I can understand, in a call centre in the UK - a rarity it would seem! My only gripe is the website which is not very intuitive - it needs an overhaul, and it needs to be easier to use for setting up direct debits etc. It is quite hard to find your way around, but that's a small price to pay for great customer service and a helpful attitude!
written by kristeenreview on 10/06/2008
I've been with smile bank only for a few months but have had only good experiences with their personnel so far. All inquiries and problems were dealt with quickly and efficiently.
However, I was disappointed to find that I can't use my visa debit card when shopping in other European countries (as I was used with my previous Maestro card) and to notice that they charge quite excessively for withdrawing money at overseas ATMs.
agree with other reviewers that website could use updating to be more easily used and understood.
written by simonamoore on 24/01/2008
Will happily stay with them for years to come. Unauthorised overdraft charges are crazy - I have been a few pence over for a few days in a row, and got charged £5 each day. Overall Smile offer a generally good customer service communication
Very simple and navigable site/portal.
written by deliciouskitchen on 04/01/2008
I have been with Smile for a long time and can't fault them. Offered interest even for current account.
However, I have no knowledge of treatment of overdrawn etc.
I highly recommend this bank if you are always in credit.
written by marcoh on 18/11/2007
I've switched from Natwest to Smile 5 years ago and never looked back. Great to see monthly interest in your current account, the website is easy to use and they've been very helpful whenever I had to call them. You can even go into a co-op bank if you need to cash a cheque or withdraw some a lump sum. Overall a great experience so far. I thought of switching somewhere else just to get a slightly higher interest rate, but these are often introductory rates so I am happy I kept smiling :-)
written by scraggy on 18/10/2007
Have looked at the other options available in the UK and the mix of good interest, ethical standards, ease of use and access are, for me, a difficult act to beat. Very helpful telephone backup - UK based & quick to reply.
Also online secure e-mail support is speedy, with detailed individual responses to queries (unlike some others I've used, where if it isn't in the Q&A, then it takes ages to get a response -if at all).
Able to set up & cancel virtually everything online.
Can pay cash & cheques into Co-op banks (and withdraw large sums instantly eg if buying a car etc.)
Can also pay in cash & cheques at all Post Offices, using debit card as a proof of identity.
written by Newhaven on 02/07/2007
Recommended - have had much better service and far fewer problems than with the High Street Bank (NatWest) we used to deal with.
written by kwren on 22/07/2006
I've been with Smile Internet Banking for about 4 to 5 years, and I have never had any problems with the service. It is very easy and straight-forward to use, and offers a higher interest rate than many other current accounts.
written by Satman68 on 21/07/2006
I have been with Smile Internet Banking for 1.5 years, and I have been very impressed, but they let me down big time when I was short due to my girlfriend getting laid off and having trouble finding a new job. I told them before the problems happened, but they have dithered with helping me, and they have made up the rules as they have gone along!
They pay a cheque one day, but the next it is unpaid, then the next it is paid (all guaranteed)?!
I am thinking of moving, but that means my Smile Gold credit card APR goes up, as well as my overdraft rate!
All banks are there for SHAREHOLDERS ONLY, and not customers!
CO-OP bank, who own SMILE are ethical, but they treat their customers terribly!
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Guest's Response to turfgb's Review
Written on: 01/06/2012
I totally agree with your comments! I have been with Smile for 14 years and they are superb