Sat on hold trying to talk to someone about our mortgage as I write this. TWO hours 20 minutes and counting. Absolutely disgraceful - sort it out. Strongly recommend you do not use them if you don't want to be pulling your hair out trying to sort anything out. God forbid you have anything that is time sensitive.

Absolutely horrendous mortgage experience switching to Coop bank. We used a broker who found the best deal available on a 2 year fix. This was with Coop so we were happy to trust his judgement and proceed. Massive mistake. Coop were completely unprepared for the increase in business as a result of dropping rates and it has taken us 4 and a half months to get through the process, pushing us onto the standard variable rate of 8.24. To add insult to injury, the delay pushed us past the planned completion rate and coop have been charging us £77 a day for every day over this has run. The solicitors they have been using are complete incompetent and take days to respond to a phone call or email, again resulting in massively increased charges. Customer service has also been incredibly poor, with some staff being actively obstructive and rude. Lesson learned - don’t bother with a Mickey Mouse lender for the sake of a slightly lower rate - you will pay the price many times over

We recently completed on a house purchase and our conveyancer requested the funds be in their bank account the day before completion, due to the large chain we were in. The Coop had enough notice as they guarantee the funds will be there if they have 5 working days notice. They had 6. The funds never arrived the day before and instead, were sent on the day of completion. Our solicitor didn't receive the funds until 4pm and we had no time to pass the funds up the chain to 7 houses. As a result, we had to hand our keys over to our buyer and we were effectively homeless and had to try and complete again the next day! To make it worse, we are now liable for everyone else's additional removal costs as we breached the contract because of the Coop!!! I have raised an official complaint to reimburse us of any fees we are liable for as a result of their shoddy service. Avoid the stress and go with a more reliable lender.

I was with the co op 5 years and came to renew my mortgage. Had to wait 5-6 hours on hold over 3 telephone calls. Then i had to get a mortgage in principle which wasn't worth the paper it was written on, then had to wait 2-3 weeks to speak to a mortgage advisor. Was on the phone to him for an hour and half at which point the rates had changed due to their delays in sorting my mortgage out. Pointless waste of time they are.

Spent over 6 hours on hold over the course of 3 days. I've never known anything like it. The staff member could answer my questions which was helpful. But actually getting through is the problem. If you plan to phone them then give yourself over 2 hours to wait on hold. Today after 2hrs and 18 minutes just as I was about to hang up again someone finally answered.

platform Coop is so difficult to contact and you cannot send forms via email. c letters sent state out of date contact numbers and containing very confusing details,

Have had to ask 3 times for redemption statement. The 4th phone call actually seemed to get a result. The customer service lady actually raised a complaint due to the terrible service I had and said I should hear from someone in 3 days. We'll obviously that didn't happen either. This bank is absolute abysmal!!!!

Platform have had two months notice, and yet my new mortgage provider's solicitor simply can't get a redemption statement from them. Now we are likely to miss the exchange date. It's starting to feel like a deliberate attempt to charge me a high variable interest rate. Just one more in a long line of shocking interactions with Platform/Co-op. I've contacted the financial ombudsman - advise all other Platform customers to do the same.

Have spent 7 hours collectively so far this week trying to chase as redemption statement that was promised to us by yesterday for exchange today. Still no redemption certificate in hand. This is seriously hindering our move. Stay away from these cow boys.

4 calls in last 2 days all holding for 2 to 3 hours. 2 of 4 disconnected after 2 hours hold time only to start again. Promises made to provide redemption statement broken. This business should not be trading.

They treat their customers with absolute distain. The customer service is dreadful. If they can't cope, why are the in business at all. Avoid at all costs.

Platform rebranded as COOP Bank, the transition was handled awfully and now there is no support whatsoever, no internet portal to manage anything, so you have to phone, then when you phone they hang up on you every 30 minutes. I have spent a over 3 hours today on hold. Do they have any staff at all? The worst service in the world. No redeeming features at all. Id go with another company even if the rate offered was higher.

Held up our entire completion process because they couldn’t provide a redemption certificate - this is despite multiple phone calls (with waiting times of an hour plus) begging for it and requesting it as urgent. Never ever going to work with them again.

I switched to Platform for my mortgage as they offered the best rate. It was only after I switched that I googled them, and immediately panicked due to all the negative reviews online. I've just finished a call with them as I needed to make a couple of amendments to the payment details, and I have to say I was pleasantly surprised. I cleared my calendar as I was expecting to be waiting hours, however I got through in just under 10 minutes. Once through, a very friendly and helpful representative sorted everything out for me, including arranging a call-back for next month to make another amendment. Having moved from Atom previously, I'm obviously disappointed at the lack of online options for managing the mortgage, but realistically - how often am I going to need to change it now that it's sorted anyway? I only ever used the Atom app to depress myself seeing how much I had left to pay for the next 20 years.