“I have switched my nominated bank account linked to my savings account, sent the requisite form and bank statement from my new account, 2 weeks later they have not updated my nominated bank details.
There has been no response to my secure messages and I waited for ever to get through on the phone which got me nowhere.
This means I cannot access my deposited funds in my savings account.
I wish I had never heard of Aldermore and as soon as I can I will withdraw my funds and close the account.
Avoid Aldermore like the plague.”
“The ONE STAR is for the lovely young lady called me eventually from Aldermore and assured me that everything will be up and running before the end of this week.
However, ZERO stars for Aldermore.
I am still waiting for my CUSTOMER ID and return of my bank statement which was required for authentication.
This has been going on since the 17/11/22”
“I recently closed an ISA with them and unfortunately I had closed the nominated account for the funds to go to. After 3 days of unanswered phone calls totalling over 1 hour I got in touch and they said the money would be back with them and they would send me a cheque within 3 days. That was over 2 weeks ago still nothing. They aren't answering the phones and we're up to around another 2 hours waiting for an answer. Only automated replies to all my daily emails. They still have £ 16k of my money and I don't know how to access it. Customer service non existent.”
“Absolutely dreadful customer service telephone line. I have no way of going online (one of the issues) so to have 45 minutes of a message telling me to go online because they're 'sorry about the delay in answering' is really aggravating. Finally get through to be told it's because of 'all the new customers they're getting'. I think it's most certainly because of the insufficient number of staff working there. So sick of companies like this and their BS.”
“I tried to access my online savings account but unable to get through log in even though all the details were correct. Maybe because I have not tried to access for 18 months. Waited 45 minutes on phone having chosen option for difficulties accessing online account and never answered (Friday afternoon) and message repeatedly playing to advise going online. Like many other organisations, just no attempt to provide a decent telephone service. I am using the post to close my account and will not use Aldemore again.”
“I would strongly recommend to avoid this bank for mortgages. Communication is poor and they are very slow to act. Due to the mini budget they pulled our mortgage application even though we made the application beginning of July. They say their turn around is 21 days.”
“Waited 2+ months and then got rejected without reason. With the rates going up it's now harder to apply anywhere.
I do not reccomend this company because they are rubbish at checking paperwork regardless of what proof you provide and would find any excuse to keep you waiting only to reject you.
Advise you apply elsewhere.”
“The worst application process ever, 18 weeks of total hell trying to get a mortgage , wouldn’t include half our income even though it was on self assessment , kept asking for things every few weeks, reduced loan amount by 25k due to cost of living then £20k reduction because I owed 2k student loan 🙈 worst ever company to deal with. After 20 weeks and moving the date of entry 3 times I have had to go to another company as they reduced loan again by £50k even though we gave them everything they needed. Absolute joke .”
“ONE OF THE SLOW LENDERS….DO NOT USE THEM AT ALL…I applied for two BTL applications through broker L&C. It took Aldermore more than 4 months to issue the offer.. There underwriters never review the information properly and always keep asking for documents which adds unnecessary delays. If you submit something they will put back the application in the queue. On top of this they never tell you the correct SLA. Every time I called them there staff lied and gave different answers. Because of there incompetency one of my seller dropped. As this was multi product Aldermore cancelled other offer and I lost around £1500…! Avoid them as much as you can. Pay little extra but get things done quickly and properly but do not use them at all….!”
“Very slow very bad 3 times thy changed the rate asking silly question + document and document's! My case was remortgage thy gave me AIP first after that keep asking documents! Still waiting for the offer I chose the house agent called and emailed me every time. It’s shame full I just say I m waiting for Aldermore offers.
Thy make me so stress I don’t know what’s going on this week my last week to wait and wait!”
“Took 3 months asked for so many documents to do 2x portfolio re mortgages only to be told they wont do them. The interest rates have since gone up 3 times. That's why they didnt do them. They would now tye rates are higher. Shocking company. Mortgage advice bureau who we use said they will never use these again.”
“Applied for a Mortgage with Aldermore as it was the best option at the time. Advised long lead times as they were specialist, which was fine, but did not expect the 'extra' documents which added time, and always going over the timeframes mentioned to our advisor.
Twice we were asked for more documents. Why wasnt the second set of documents requested at the same time as the first request. This started delays that were unnessersary. After 7 weeks, we were declined, for my Partner only working in her industy for less than 2 years, although having 3 years of books. Due to her being an entertainer (fire performer), the pandemic stopped live events and she carried on being an entertainer online. Shes been earning through being online for 23 months.
Aldermore state that they use a bit of common sense when assessing applications, but the reasons for declining our application seem like a 'computer says no' moment.
They also waited 14 (working) days to come back on our appeal when our advisor was quoted 10 days.
Finally, they don't see the pandemic as a reason for people to need to change jobs (paraphrased from a conversation between Aldermore and our advisor). Again showing how they are not reviewing applications on an individual basis.”
“I applied for an ISA on behalf of my father just over a month ago. As I have Power of Attorney I telephoned before my application as I envisaged it may be a little more complicated. The staff member I spoke to advised me that although I would need a certified copy of mine and my father's passport, I would not need a certified copy of proof of address and that a photocopy of a utility bill would suffice. Before taking a day off work and travelling to the other side of London to take my 86 year old father to a post office to get a certified passport copy, I called Aldemore again to double check this info, I was told no need for a certified copy of proof of address. On receipt of application form they did not enclose a transfer form, I called and was told that they had to post one out to me and I couldn't return it by email it had to be by post. I submitted this and chased up 2 weeks later, and was told that everything was in place but I hadn't ticked a tiny box on the transfer form, could I download a form from their website, something which was not possible with the previous advisor, and post again. I did this, chased up a week later, they said they hadn't received it, I doubled checked that everything else was on track, they confirmed that as soon as they received the third ISA transfer form, the account would be opened within a week. 5 weeks after my initial application I have received a letter informing me that a month has passed so they cannot open the account, furthermore I have not supplied a certified copy of proof of address plus the application form was neither signed nor dated. If this were not absolute rubbish, would it be too much to ask for one of the customer service staff to point out this fact in one of my 3 very long and drawn out phone calls, not to mention the waiting time of over half an hour each time. They are suggesting that I reapply and go through the whole process again. I won't be, I wouldn't trust them and I'm not going to put my father through the stress of thinking his money is in the hands of complete incompetents.”
“Tried to open joint account sent what I thought was all relevant documents. Letter confirming all seemed OK, no further correspondence for weeks, email sent by us to enquire, no reply. Telephoned by then 4 weeks had passed since their last correspondence, to be informed some documents had been declined and they had therefore closed our account, and we would have to apply again!!! Unbelievable”
“Customer for many years without needing any 'service' other than on line. However, absolutely awful customer interface service. Telephone waiting time ridiculous and letter response time weeks rather than days. Don't even bother emailing.
Terrible service.”
“Appallingly bad C/S phone is never answered emails never replid too
been waiting 28 days for a paper copy of end of tax year interst statement
Interest also paid late every month”
