I've experienced quite a few issues with the Saffron BS app. I've always stated that Saffron BS have the best customer service when you call them. I've never waited longer than a few minutes before... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Kyle this morning to update my address details, Kyle then spotted we could be earning more interest and so changed over our accounts to higher earning ones, and then sorted out my online ac... See more
Company replied
I am dealing with my mothers estate. She loved Saffron Brentwood because the staff are so friendly. They have been super supportive of me including a cheerful hello or recognition when I arrive in... See more
Company replied
I recently went into the Colchester branch to open a new ISA and reinvest an existing ISA. My husband and I were seen by Kyle Stanway who expertly guided us through the process and made all the necess... See more
Company replied
Company details
Written by the company
The Saffron Building Society is a regional building society which has branches and agencies in the East of England.
Contact info
1A Market Street, CB10 1HZ, Saffron Walden, United Kingdom
- saffronbs.co.uk
4.6
Excellent
264 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Kendras patience!
14 April 2026
Unprompted review
Reply from Saffron Building Society
We greatly appreciate your recognition of Kendra’s efforts. Patience is a vital quality in providing excellent customer service, and we are pleased to hear that Kendra demonstrated this during your interaction.
At Saffron Building Society, we strive to ensure that our clients feel heard and supported, and it is gratifying to know that Kendra was able to provide you with the assistance you needed.
If you have any further comments or require assistance in the future, please do not hesitate to reach out. Thank you once again for your kind words!
Kendra was very helpful and friendly…
Kendra was very helpful and friendly and once the security checks had been complete quickly got me the information I needed. I have found this approach to be the normwith Saffron Buiding society.
13 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your kind words about your experience with Kendra. It is great to hear that she was helpful and friendly, and that she efficiently provided you with the information you needed after completing the necessary security checks.
At Saffron Building Society, we pride ourselves on delivering excellent customer service, and it is wonderful to know that this has been your experience consistently. Your feedback reinforces our commitment to maintaining high standards in our service.
If you have any further questions or require assistance in the future, please do not hesitate to reach out. We appreciate your support and look forward to serving you again!
Dealing with the Saffron was so easy
Dealing with the Saffron was so easy. The member of staff I spoke to(Kendra Coady-Gleason) was both helpful, understanding and professional and was able to action my request immediately.
13 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your wonderful feedback regarding your experience with Saffron and our team member, Kendra. We are delighted to hear that you found the process easy and that Kendra was able to assist you in a helpful, understanding, and professional manner.
It is our goal to provide prompt and efficient service, and we are pleased that Kendra was able to action your request immediately. Your satisfaction is incredibly important to us, and we appreciate you taking the time to share your positive experience.
If you have any further needs or questions, please do not hesitate to reach out. We look forward to serving you again in the future!
The Consultant discusssion
The Consultant, Alasdair Groves, understood my needs for renewing my investments and was able to complete the renewal by opening new saving accounts to my instructions, without a problem.
10 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your positive feedback regarding your experience with our consultant, Alasdair Groves. We are thrilled to hear that he understood your needs for renewing your investments and was able to facilitate the process smoothly by opening new savings accounts as per your instructions.
At Saffron, we strive to provide tailored solutions that meet our clients' specific requirements, and it is gratifying to know that Alasdair was able to deliver on that promise. Your satisfaction is our priority, and we appreciate you taking the time to share your experience.
If you have any further questions or need assistance in the future, please do not hesitate to reach out. We look forward to continuing to support you with your investment needs!
I sent transfer form by post to Saffron…
I sent transfer form by post to Saffron Ware branch to transfer from Aldermore immediately the account came out. Form received and confirmed by Ware Branch. Yesterday rang as I had heard nothing and was told no form received by Saffron, this despite Ware branch saying it had arrived just 3 days after posting and saying it was sent to Aldermore. Decided to cancel transfer and Staff at Ware Branch said they would try to cancel it with Aldermore when it hadn't been sent at all. Aldermore had not received anything. Set up transfer elsewhere and should be completed tomorrow (3 days). Confusion, lack of communication. All would be solved with electronic ISA transfers.
9 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your experience with us. We sincerely apologise for the confusion and lack of communication regarding your transfer request. It is concerning to hear that there was a discrepancy between our Contact Centre and Ware branch regarding the receipt of your transfer form.
We understand how frustrating this situation must have been for you, especially when you were expecting a smooth transfer process. Your feedback is invaluable, and we will certainly address this issue with our team to ensure better communication and efficiency in the future.
We are pleased to hear that you have set up a transfer elsewhere and that it should be completed shortly. We appreciate your suggestion regarding electronic ISA transfers, and we will take this into consideration as we strive to improve our services.
If you have any further concerns or require assistance, please do not hesitate to reach out. Thank you for your understanding, and we hope to serve you better in the future.
Good staff
The staff who dealt with us, for example,
Alasdair Groves, were knowledgeable and polite and easy to work with.
9 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your kind feedback regarding your experience with our staff, particularly Alasdair Groves. We are delighted to hear that you found our team knowledgeable, polite, and easy to work with. Providing excellent service is our top priority, and it is wonderful to know that we met your expectations. If you have any further comments or suggestions, please do not hesitate to reach out. We look forward to serving you again in the future!
Andrew Calvert was the guy I dealt with…
Andrew Calvert was the guy I dealt with yesterday. Helpful, professional and a joy to deal with.
8 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your experience with us! We are delighted to hear that Andrew Calvert provided you with helpful and professional service. It’s always a pleasure to know that our team members make a positive impact on our customers.
At Saffron Building Society, we strive to create a welcoming and supportive environment, and it’s wonderful to hear that your interaction with Andrew was a joy. If you have any further questions or need assistance in the future, please don’t hesitate to reach out.
Thank you once again for your kind words and for choosing Saffron Building Society!
Excellent customer service
Excellent customer service. I had trouble with password issues when trying to open a cash ISA. I emailed Saffron, and even though they had since withdrawn the ISA, they gave me the opportunity of still opening the account. Thanks Jess, for your email, and many thanks to Kyle at Colchester yesterday for opening the account for me over the phone and having it up and running before 9.00am today. Thanks again, Kyle for all your help.
I know I wouldn't have had this level of consideration and service at a bigger bank, they simply wouldn't have bothered to offer me the account at all.
It's very reassuring that I can actually speak to a person if I have any difficulties with the account. Well done, Saffron, just how banking should be done! Couldn't ask for better!
8 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you so much for your fantastic review! We are thrilled to hear about your positive experience with our team, particularly with Jess and Kyle. It’s wonderful to know that they were able to assist you with your cash ISA despite the initial challenges you faced.
At Saffron Building Society, we pride ourselves on providing personalised service that truly meets the needs of our customers. Your feedback reinforces our commitment to ensuring that every customer feels valued and supported. We are delighted that you found our service to be a refreshing change from larger banks.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We’re always here to help!
Thank you once again for your kind words and for choosing Saffron Building Society.
New ISA and reinvest of existing ISA
I recently went into the Colchester branch to open a new ISA and reinvest an existing ISA. My husband and I were seen by Kyle Stanway who expertly guided us through the process and made all the necessary arrangements for the new tax year. I am pleased to say this process happened as planned. Thank you Colchester Saffron Building society
25 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for sharing your positive experience with us! We are delighted to hear that Kyle Stanway provided you and your husband with expert guidance while opening your new ISA and reinvesting your existing one. It’s fantastic to know that the process went smoothly and as planned.
At Saffron Building Society, we strive to ensure that our customers receive the best possible service, and it’s wonderful to see that reflected in your visit to our Colchester branch. If you have any further questions or need assistance in the future, please don’t hesitate to reach out.
Thank you once again for your kind words and for choosing Saffron Building Society!
Helpful Harvey
Harvey was able to answer my numerous questions regarding ISAs and POA registering. Very polite, knowledgeable and a credit to Saffron Building Society.
2 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your wonderful feedback! We are thrilled to hear that Harvey was able to assist you with your questions about ISAs and Power of Attorney registration. His politeness and knowledge truly reflect the values we uphold at Saffron Building Society.
We take great pride in our team, and it’s heartening to know that Harvey made a positive impression on you. If you have any more questions or need further assistance, please don’t hesitate to reach out. We’re here to help!
Thank you for choosing Saffron Building Society.
New ISA enquiry plus other questions
Kendra was very helpful and took the time to find out answers to my questions. I find all the people at Saffron have a friendly and helpful attitude and do their best to help you plus I believe it is good to support our local building societies to ensure we keep them open.
1 April 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your positive experience with us! We are delighted to hear that Kendra was able to assist you with your ISA enquiry and other questions. Our team at Saffron is committed to providing friendly and helpful service, and it’s wonderful to know that this has made a difference for you.
We truly appreciate your support for local building societies. Your trust in us helps ensure that we can continue to serve our community effectively. If you have any further questions or need assistance in the future, please do not hesitate to reach out.
Attempted to open cash ISA - Hours wasted
Attempted multiple times to open a cash ISA at 4.5% AER. Failed time and again despite the website being clear that this ISA existed. I then discovered a couple of days later that they had pulled this ISA. I would really hope that a reputable financial institution would honour this.
27 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and the time you’ve spent trying to open your ISA.
We understand how disappointing and frustrating this must have been, particularly given the issues you encountered with the application process.
We appreciate your comments and would like the opportunity to look into this further for you. Please contact us at Saffrondirect@saffronbs.co.uk with your details so we can investigate what happened and see how we can assist you.
Thank you again for your feedback – it helps us improve both our service and our processes.
It is impossible to set up an online…
It is impossible to set up an online account as the system will not accept a legitimate password. Appears to a known problem but is not fixed. It does not give me the confidence to deal with this organisation.
27 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your feedback. We’re very sorry to hear about the difficulties you’ve experienced when trying to set up your account online.
We understand how frustrating this must be, particularly when you’re entering valid information and the system is not accepting it. Due to high demand for our ISA accounts, we have seen increased volumes of applications, and we are aware that this has impacted parts of our online journey for some customers.
We take this feedback seriously and are continuing to review and improve our systems. In the meantime, we would really like to help you get your account set up as smoothly as possible.
We would also like to formally record your dissatisfaction as a complaint. This will allow us to fully investigate the matter and ensure we take the necessary steps to prevent similar issues in the future.
If you could provide us with your contact details or reach out to our customer service team directly, we will work to resolve the issue as quickly as possible.
Thank you again for your feedback – it is invaluable in helping us identify and address areas where we need to improve.
Problematical Website and Appalling and Discourteous Service
On Thursday 26 March I attempted to open a Saffron BS ISA issue 3 account offering 4.5% interest.
I spent several hours trying to do so but on multiple occasions the form requiring passwords and memorable questions failed to accept my entries
This despite my ensuring that the passwords I entered were no less than 10 characters and no more than 30 characters in length and contained upper and lower case letters as well as numerals and special symbols.
I tried various passwords adhering to the above criteria without success.
I then phoned for help and after waiting 20 minutes finally got through to an operator who agreed that some customers had experienced similar difficulties in opening the account.
She suggested that a colleague (Alastair) call me back the following day to help resolve the issue and booked the call for 3.30 pm.
I did not receive the call back.
I have today again tried opening the account with similar results.
After waiting for 30 minutes I phoned again and waited a further 71 minutes before being connected to one of their operators (Christine) who checked Alastair’s diary and confirmed that the call had been booked for 3.30pm this afternoon.
Christine then walked me through the entire application process again with the same result: my passwords and memorable questions were not accepted.
She then explained that it was difficult to see what was happening without being co-located with me. I agreed and said that even if I had been called back the same situation would apply.
So, I have spent a cumulative total of some 5 hours on line and 91 minutes on the phone and have still not been able to open the account.
During this process I have cleared the cache on my laptop and used various different browsers (Safari, Chrome and Firefox), all to no avail. your website will not accept my password or memorable question / answer.
I feel frustrated and angry about the level of service that Saffron BS have provided and still wish the technical problem to be resolved so that I can open the account.
In addition I expect some compensation (£100 would seem reasonable) for the inconvenience and frustration I have experienced on both days, not least of which the discourtesy shown in not calling me back.
27 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share such a detailed account of your experience. We’re very sorry to hear about the difficulties you’ve encountered when trying to open your ISA and the level of frustration this has understandably caused.
This is not the standard of service we aim to provide. We’re particularly concerned to hear about the issues with our online application process, the time you’ve spent trying to resolve this, and that a promised call back did not take place.
Due to exceptionally high demand for our ISA accounts, we have experienced significantly increased volumes of applications and enquiries, which has regrettably impacted both our response times and, at times, elements of our application journey. However, we fully recognise that this does not excuse the experience you’ve had.
We would also like to formally record your dissatisfaction as a complaint. This will allow us to fully investigate the matter and ensure we take the necessary steps to prevent similar issues in the future.
Thank you again for your feedback – it is invaluable in helping us identify and address areas where we need to improve.
Is there anyone there?…
I have been trying to open a cash ISA with them. Not an enjoyable experience. Their competitors offer a slick up-to-date process, not something from the 20th century.
Far from clear whether my application had gone through so I sent them an email. No response to that. So I later phoned them. On hold for 15 minutes before hanging up. Had another go at emailing them - still waiting for a response. 
27 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your feedback. We're sorry to hear about your expectations on this occasion.
We understand how frustrating it must have been not to receive updates on your application and to experience delays when trying to contact us. Due to high demand for our ISA accounts, we have seen increased volumes of enquires, which has regrettably impacted our response times when answering member calls and emails.
We would also like to formally record your dissatisfaction as a complaint. This will help us to investigate the matter further and ensure that we take the necessary steps to prevent similar issues in the future.
Please allow us the opportunity to assist you further. If you could provide us with your contact details or reach out to our customer service team directly, we will work to resolve the issue as quickly as possible.
In house advice regarding Savings at Saffron Building Society
I had an appointment with Kyle Stanway in the Saffron Walden branch to discuss options for online savings accounts. Kyle was knowledgeable of the accounts available and those best suited to me.
Thank you Kyle for your help and advice regarding savings with Saffron Building Society.
17 February 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your experience. We're so pleased to hear that you found your appointment with Kyle helpful and that he was able to guide you through the savings options available.
We'll be sure to pass on your feedback to Kyle, thank you for choosing Saffron Building Society - We really appreciate your feedback.
If there's anything else we can help with, please don't hesitate to get in touch.
Competitive savings rate
Competitive savings rate. Good servixe. Queries resolved quickly.
14 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your concise and positive feedback! We are delighted to hear that you find our savings rates competitive and that you have experienced good service from our team.
At Saffron Building Society, we strive to resolve queries promptly and efficiently, ensuring that our customers receive the support they need. Your satisfaction is our priority, and we appreciate your recognition of our efforts.
If you have any further questions or need assistance in the future, please feel free to reach out. Thank you once again for your kind words!
An informative and helpful meeting
The appointment we had with Kyle (Colchester office) was very informative on various aspects in addition to assisting us with transferring our maturity balance to another 1 year ISA.
13 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for taking the time to share your experience regarding your appointment with Kyle at our Colchester office. We are thrilled to hear that you found the meeting informative and that he was able to assist you with transferring your maturity balance to another one-year ISA.
At Saffron Building Society, we aim to provide our customers with comprehensive support and guidance, and it’s wonderful to know that Kyle was able to address various aspects of your financial needs during your appointment.
If you have any further questions or require additional assistance, please do not hesitate to reach out. Thank you once again for your feedback!
Great customer support
I had an issue with setting up an account but had a quick call with Kyle at Saffron and he was able to resolve the issue and provide visibility of the account on the Saffron App. Gave me a lot of confidence with Saffron Building Society and will be using them more in future.
12 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for sharing your experience with us! We are delighted to hear that Kyle was able to assist you in resolving the issue you encountered while setting up your account and that he provided you with visibility on the Saffron App.
At Saffron Building Society, we strive to ensure our customers feel confident and supported in their banking experience, and it’s wonderful to know that Kyle’s assistance has encouraged you to use our services more in the future.
If you have any further questions or need assistance, please do not hesitate to reach out. Thank you once again for your kind words!
Very helpful
I was impressed with the thoughtful and efficient help I received from Caroline when I telephoned.
10 March 2026
Unprompted review
Reply from Saffron Building Society
Thank you for your kind feedback regarding your recent interaction with Caroline. We are thrilled to hear that you were impressed with the thoughtful and efficient assistance she provided during your call.
At Saffron Building Society, we pride ourselves on delivering exceptional customer service, and it’s wonderful to know that Caroline exemplified this during your experience. Your satisfaction is our priority, and we appreciate your recognition of our team's efforts.
If you have any further questions or need assistance in the future, please feel free to reach out. Thank you once again for your feedback!
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