Clydesdale Bank Reviews 354

Went through a long process for a mortgage application (including a 3-hour call!!!) only to get rejected for being European with a pre-settled status in the UK. Went to another bank and had no issues.

My bad experiences over the last week have made me wonder whether having a Virgin Money Makeover is a business ploy by a competitor.
The service has been polite - eventually - after an hour and half waiting on the phone during the day- but completely incompetent.
All phone calls - personal banking, business banking and complaints - go through the same phone number. Thank goodness it's an 0800 one.
Money has been taken out of the wrong account leaving me in debt - after specific assurances that this wouldn't happen.
I'm moving banks too - I am not trusting my money to this incompetent service

We are a charity, trying to open an account with them and it has been a disaster from the start:
~ Applied online 3 times and each time it failed to send the information
~ Had to go through it all again with a telephone operator
~ Once done, no communication from them for a couple of weeks
~ Written 10+ emails, no response to any of them
~ eventually got a letter, saying fill in forms we have sent by email
~ Never got the email
~ Called the business banking line and get a message saying "we can't take your call now". Then hangs up

In the end I gave up. I'll find someone else that wants the £50k we have as Clydesdale clearly don't.

Awful telephone service!!! Some questions you need to talk to a 'human', and it takes for ever to get through on the help lines. I am in a queue currently and have waited 1hr 20 minutes already.... this is not an uncommon experience. Reassuring/ patronising Scottish voice says 'thank you for holding.....and your call will be answered shortly' What a waste of my time!!! And that bloody jingle!! It's torture... Good to see the Virgin makeover has made such a massive difference (not). I have already moved one account to Starling Bank, I think the others are soon to follow . Appauling service in this day and age.

0/10 crap dated slow service. Moving to Monzo

Do not recommend...
They closed my bank due to fraud and told me I’m not allowed to reopen it/ make a new Clydesdale bank... didn’t even ask for proof of fraud or anything! And I was getting paid money in my bank that day, didn’t give me any sort of warning

Kilmarnock Rd Branch Shawlands .. who made up the ridiculous rule of not counting your money in front of you ?, your money gets counted 2 days later ?! .. Then I received a letter stating my money ( which wasn’t counted back in front of me ) was £100 short ! .. fine & well If I made a mistake but prove to me my money was short !! .. absolutely no help in resolving this problem , numerous phone calls & not one courtesy phone call back . Never heard the likes of this ever !

AVOID ignorant arrogant staff @ $ylvannia way Clydebank.

Awful service. Agents try their best but they are working with ridiculous processes, poor customer channels and very little information.

Their Chief Customer Officer needs to take a long hard look at themselves in the mirror and ask themselves what they get paid for each day

The customer service is generally good, they used to operate 24 hours a day 7 days a week but maybe Covid is to blame for cutting this back, anyway one bad thing I've noticed is when you log in to telephone banking, Now it seems very frequent but when pressing 1 to hear your account balance it doesn't tell you and immediately says my call is being passed to a human but the call instantly cuts off.

However, if I ring this new number 08001217365 I'm able to use the quick balance service, so why is it not working on the main telephone banking service? Also the quick balance on 08001217365 service only asks for your card number and date of birth and then it tells you the balance, there is no security here and anybody can access that information if they really wanted to.

Now also, when using the telephone banking to transfer money to an existing payee it's not very clear at all who the beneficiary are and you have to enter a 2 digit code to identify them, how the hell are you supposed to remember these codes for each beneficiary when you have 20 people set up to make payments to?

Just sometimes you cannot use online or mobile banking and you may have to use telephone banking for a number of reasons or when Clydesdale/Virgin digital services keep going down. Just make the telephone banking much easier to use especially when you want to pay someone and make it possible to set up new payees without having to speak to someone as at this point you have already entered your Customer number and security code.

1. Make paying someone easier when using telephone banking

2. Have a pin reminder feature on online and mobile banking

3. Have one telephone number for everything! You need to consolidate all your contact numbers because there is a separate number for Clydesdale,Yorkshire Bank and Virgin Money. Its so confusing for people and when you ask Directory Enquiries or Google for contact numbers there's all different numbers, it's the same flaming bank!

Finally, open a few more branches I know people are using them less these days but when it comes to Clydesdale,Yorkshire and Virgin Money combined many areas have nothing at all. For example open 2 more branches in Greater London perhaps one serving South East London and North Kent and the other in North West London such as Harrow. There is a Virgin Money branch in Piccadilly Circus on Haymarket which is ironic because a Clydesdale bank branch closed down 3 years ago round the corner.

Once again the online service for both personal and business customers is down so no access to any information on either
This is becoming a regular problem and happens at least twice a week if not more often and is extremely frustrating

I was contacting Clydesdale about an issue that was actually to do with my mobile phone and the horrendous service i had received from Vodafone.
The person i spoke to (June - Wednesday morning 8.30am) couldn't have been more helpful.
I do my banking with Yorkshire Bank recently has become Virgin - but have always found Clydesdale call centre to be most helpful.
Today i may have just been lucky but the time spent on the phone was very productive.
Peter Brown

My internet banking balance is always all over the place, they keep returning payments I make back to my account and then taking them out a day or 2 later which has caught me out, I thought when you paid a bill and it was taken from your account then that was it but not with Clydesdale/virgin.
I've phoned up a couple times and even the boy on the phone told me he has to use a spreadsheet on his home laptop to keep up to.date with his I'm coming and out going payments, what a joke cos that's what the internet banking is supposed to do for you.
Anyways I've switched banks and I'm off but thought I'd leave an honest review or such a disappointing bank.

Don't pick up the phone and when you finally through to someone 9/10 they hang up. Horrendous bank! Still waiting for a reply to my official complaint...

Got a mortgage with Clydesdale. 2 years on need some further borrowing for extension. Could not have been more difficult or unhelpful. After 5 attempts to speak to an actual advisor and not a 'computer says no" person, they put every barrier in my way and then said they would not accept part of my income. But 2 years prior they were happy to accept that income (esa benefit as I'm disabled), they set a precedent then discriminated against me. Remortgaged to another major bank to get the funds I need.

Awful bank! Have been on hold for over an hour 1/2 in total today, only to get cut off. I need to do an urgent transfer of money and got promised that a call would be made to confirm the payment twice. Haven't heard anything & can't even access my online banking as they have locked me out. Terrible customer service & just overall poor all round. I will be shutting this account and moving everything over to RBS.

Where do I start....
1) You can open an account online but you can't close it? Double standards
2) On average you wait for at least an hour for telephone support
3) The app does not allow you to look at your statements (Android)
4) I have concerns over personal data. One example is that using my sort code and account number resulted in the generation of different account details due to the mobile number being the same on both accounts. Mobile numbers are change ownership so this is flawed and unsafe.
5) The generic advisors can do very little for business banking clients yet you have to speak to them first. Its infuriating and time wasting!
6) The merger with Virgin has cause many issues with online banking which wastes your time. Very poor!

All in all a shocking experience. Do use Tide or other new banks if you want excellent online and app support. This bank is living in the 1990s so steer clear!

Switched from a useless RBS now CYB are proving to be EVEN more incompetent than RBS. A nightmare bank. Steer well clear

I have a loan i am trying to overpay on. the only option is to call them and wait in a queue which was 24 long. I typically get to 20-40 minutes on hold before the line goes silent and cuts off. 4 bars of 4G signal and i am not moving.

incredibly frustrating that i cant just transfer money on the app

Been on hold for 34 mins (and counting) with my call to be answered "shortly"