Clydesdale Bank Reviews 354

I’ve been with Clydesdale bank for years. Reason for this is my wages are a high commission level and at the time they were the only lender taking them all into account. Never had issues when it was Clydesdale but now they are nothing short of a nightmare. Currently I’m sitting in a hotel waiting to get my decision just to port my mortgage over with no additional borrowing! My partner has gone self employed which when I spoke to them it won’t be a problem as not borrowing anymore but will do a credit check on him which would be fine and take my wages only into account. By god they have asked pretty much the whole history of the business and then some! The stress and requirements have just been silly! The buyers had an entry date of the 14th of October so we had to be out by then but our application has been in since the 30th of august! When I call I’m on the phone for over 2 hours each time to get told a day we will definitely hear something but 3 times already then we get excuses of how busy they are! I’ve put an official complaint in and they haven’t even acknowledged that! This has played with my mental health and cost is a fortune. We are miserable to say the least. Do not use Clydesdale. I think reading all these poor reviews should be enough for anyone not to make that poor decision.

Agree with a lot of the reviews on here. If I could give zero stars I would. Extremely frustrating process to port my mortgage and in real danger of not being able to complete by purchase in time to avoid a significant early repayment charge. Have been waiting more than a week now for the offer document to be issued. The cynic in me wonders if this is intentional to run the clock down. I hope not as that would be unethical. A formal complaint has been made to Clydesdale (no response as yet) and one will be lodged with the Financial Ombudsmen Service. However, Clydesdale/Virgin Money need to address their issues asap or else more and more customers will take their business elsewhere.

Your in for some very long holds, use the house phone and be prepared to wait, 2 - 3 hours top get anyone to answer

Never been on hold for this long. Absolutely crap service. Pointless bank and IVR system. Cannot wait to switch my mortgage. Would never think of banking with them. Seems like they didn’t plan for customers ever calling in. Avoid

Absolutely atrocious outfit. Every phone contact takes at least an hour to be answered. Cut off mid call. Please explain why you are incapable of even the most basic tasks??

I have battled with porting my mortgage, spending hours on the phone waiting to be greeted with rude staff who have no common sense. They try to tell me that my solicitor is not on there panel then hang up after saying I need a new solicitor. I get the solicitors panel number and then wait 2 hours to be spoken to again for them to realise an incompetent mistake. The cherry on top after paying £500 to port my mortgage with a £200 desktop evaluation...... I get slapped with an £8k early repayment charge because once again someone can't do their job properly. Please please please avoid this bank as I don't want anyone else to deal with what I've had to put up with. When my mortgage comes up for renewal, I will be going elsewhere, even if the interest is higher. Useless.

Absolutely dreadful bank - supposed to be part of the Virgin Money Group but operates like a thirld world bank.
I have tried to call CB re my mortgages 15 times - always on hold for in excess of 30 minutes.
Completely unacceptable service.

Two and a half hours on hold to have a payment authorised. This is what can be expected from Virgin.
The staff were all pleasant but the system seems to not be able to cope.
Previously with Clydesdale and never a problem. I’ll be voting with my money.

Trying to speak to somebody about my mortgage and the recent increases. Currently on hold and been waiting 1 hour 49 minutes. Crazy, such poor service. I run a business and there is no way I would have any customers left if I behaved like this. Shocking

Terrible company and I've barely even spoke to anyone!

I am still on hold waiting to talk to someone, giving me ample to write a review for them. However, looking at their reviews on here is shocking. How can they even call themselves a bank!? You have to have some basic semblance of service.

Worst thing is that I have been on hold, after talking to someone who said I need to talk to someone on the mortgage team. Well, what dept was she in?? I called the mortgage number!

Also, they just keep you on hold. Why can't they tell you it's gong to take 3 hours of waiting, so can hang up and try again another time?

How unprofessional and generally useless could they be?

I have used their secure messaging service to obtain a mortgage statement and requested they send me one via the secure messaging service. The computer says NO. Ring up the call centre they say, 1 hour plus later no answer. Does anybody really work at Clydesdale bank.
Senior management need a good kicking.

Clydesdale Bank is failing its customers with its call waiting times. I have now been waiting for over an hour and last week I waiting 90 minutes as the call handler had to transfer me three different times because they couldn't work out who could help me to increase my mortgage payment. I still have e not managed to speak to anyone. This is a complete joke.

They never answer their phone!!!!!! Online does not work without them resetting it on the phone. Viscious circle

Appalling. My wife and I opened individual current and saving accounts because of their account opening offer for new customers. After a one hour phone call, (mostly on hold) I get confirmation that the Virgin Money 25% cashback offer for 'Everyday Spending' includes supermarkets and petrol up to £160 for first 60 days. Sounds great until you realise you have to close your existing current account completely. Then after the 60 days, you expect the 25% introductory offer to be reduced to maybe 1 or 2% cashback. Instead the everyday spending cash back for everyday spending is cancelled and you only get cashback with specific retail partners. It's a rubbish incentive that misleads you into thinking you have a cash back card for everyday spending and fuel. Their website and app fails to explain the very limited nature of the switch. So BEWARE, to get these 'benefits' you must switch (you can't just open a new account with them and retain your existing account with you existing bank) once you have switched, and after 60 days, you have a bog standard current account and will probably want to switch again. So we are now closing our newly opened accounts.

Complete and utter joke. "your call wait time today is approximately 5 minutes"......
....40 minutes later... "thank you for holding. Our lines are still busy. Your call will be answered shortly".

Muppets. Must be some of Krazy Kwarteng's mates.

Since Virgin took over Clydesdale mortgages it is impossible to speak to anyone. Avoid!

If I could give zero stars, I would. Absolutely abysmal service. A Byzantine internal system of departments that don't talk to each other, using archaic systems, and making deal-threatening errors at every possible stage of the process. I've had to email the CEO twice just to avoid the whole purchase falling through. Oh, and three-hour wait times are normal for customer service. Truly atrocious.

Great customer service from Mr Fergus Abraham. Fergus handled my queries well. He is knowledgeable, friendly, helpful and reassuring. I have contacted several lenders in the past, and Clydesdale bank is one of the best in the market. Thank you.

The worst and slowest bank for mortgages you will ever experience. We stupidly applied for a Clydesdale mortgage following our broker’s advice, passed the DIP with flying colours and the affordability was fine. After 10 weeks of no communication and them continuously saying they are busy and will get around to it ASAP, they decided to offer 20K less than we needed, the valuation and affordability was fine, so when we asked for a reason, we never got a response, I have since filled a complaint 3 months ago and still not a word from Clydesdale to explain their reasoning.
I then decided to ditch the broker all together and applied directly to Yorkshire Building Society, who issued my mortgage offer within 1 week and we’re amazing. DO NOT CHOOSE CLYDESDALE

This mortgage lender is appalling when you reach a certain age. Our mortgage term is ending, so we applied through the broker to extend it. The broker who introduced us was not allowed to do this directly, and so we had to deal with Clydesdale. The rates were of course higher. As it has taken so long we have now been pushed onto its SVR, 6.10% - over three times higher than our previous fixed rate. The sums are staggering. In order to get some respite we paid down the mortgage whilst waiting for a decision on extending the term. This is still ongoing as the person dealing with it is now on holiday? However, calls to Clydesdale even just to confirm receipt of payment result in an endless loop of waiting to the phone to be picked up, only for the same to happen when it is finally picked up.
At the end of the day, it appears that this lender is profiteering from keeping customers of retired age on is SVR. Truly shocking.