The Cumberland Reviews 

Dreadful, just don’t…….

Made a phone call to enquire about overpayment and really didn't like the way the customer service advisor spoke. He didn't like that my husband couldn't remember details and was really quite confrontational about it. You have no idea what some people are like and that they don't like being on a telephone.
Moaned at my husband for not having his own mobile phone contact details. That is my husband's choice not yours. No bank information on the mortgage statement for Cumberland Building Society just told to ring in or check online for the sort code. In this day and age that information should be on the statement for the ease of making extra payments. Then the person asked why I didn't want to be put on the mortgage - I don't need to be, there is not long left on it to need to make those changes. He didn't like it when being questioned about these things and spoke rather harshly. Not what we want from an advisor and we would avoid ringing in the future if this is how calls are handled. Couldn't tell us the information we needed and was not happy that we requested the information by letter and not over the phone. My husband is not always available because of his work. Very disappointing. This call could have been handled so much better than it was.

Elaine and Jake at Fisher Street branch were so helpful and supportive following my Scamming experience today. Cannot praise them highly enough.

They provided me with Coffee and a hug as well as professional expertise to ensure everything was sorted straight away.

We bought a house and I went into the Cumberland personally to transfer the funds four o'clock the next day still not sorted missed the deadline now going to have to wait another 3 days had to cancel the removal guy andfelt very let down going up the town tomorrow to set up with another bank cancel my Cumberland account this isn't the first time they have let me down but it's the last dont bank with them

Telephone from the Cumberland Building Society on my landline 07/03/2024. The person addressed me by my name and when I informed them that I didn’t have an account, they cut the call off. Do not call me again. Thank you.

opened a cumberland account because they don't charge a Foreign transaction fee, pity you can't access their online banking from abroad! Are you trying to attract customers who travel or get rid of them, just make your mind up cumberland.

First class service by phone on more than one occasion. A mortgage advisor meeting arranged with no fuss or issue. Excellent

First class service, especially from our broker Terri. Terri explained everything carefully for our remortgage.

Terrible experience with my business account here.
Please do not use them as clients will not be able to pay you online and they couldn’t care less.

Being here is a good experience and Lathasree provided a great service and she was helpful at breakfast team and ambiance is very good and happy to comeback again.

I had been a loyal CBS customer for say the past 20 years but as soon as my current mortgage deal with them comes to an end I will be taking all my accounts elsewhere. I had a mortgage with them for 14 or so years, when moving home I decided to go through a broker and went to TSB for a much better deal, unfortunately last year that deal came to an end and stupidly I went back to the Cumberland. The whole process was a nightmare from start to finish, extremely stressful took 3x longer than I was told to complete, they were as much use as an ashtray on a motorbike, the stress they caused me was ridiculous and to add insult to injury they had the cheek to offer me '£50' as a 'gesture of good will' I politely declined. As well as my mortgage I atm have 2 other accounts with them, one for mortgage payments and one our wages get paid into and I basically empty elsewhere into much better accounts (Chase bank atm). Every few weeks I seem to have an issue with something to do with the Cumberland. They have massively gone down hill and I would never recommend them to anyone which is a shame as I always have done in the past. If you want to stay headache free avoid this building society at all costs. I do not recommend.

Very poor. Awful application process. Can’t change the mortgage payment date to one that suits you, like you can with other lenders. Retained part of the mortgage during building work but didn’t point out I only had 6 months to claim it and then they removed it. Avoid at all costs!

Tried many times to start electronic accounts with the Cumberland.
Robotic voice kept stating to press 9 for 4-digit code which did not come after 3 straight attempts. It is possible to accidently contact the emergency services.
WiFi in Dumfries branch only works if you are near window at front door.
Advert at front states that for Kinder Banking speak to our customer assistant, Darcy rather than a robot.
Head Office could not help me to set up to Internet Banking!

Attempted to switch an ISA to the Cumberland although refused to do so. Simple, I’ll take my business elsewhere if they don’t want it! Very outdated and way behind the times, especially from what I’ve seen with internet banking and overdrafts (I’d even say more behind the likes of Skipton Building Society and Newcastle Building Society).

Trying to switch my account to the TSB but Cumberland blocked it and won't tell me why so TSB can't change anything to re-try. I also got an extremely abusive and sexist paper letter from Chris Telford (Complaints Manager) threatening to close my account (oh, please - I'd already said I was moving to TSB!!) in reply to my complaint. He claimed it was a copy of a 'secure message'. Just got off the phone to Ian at Cumberland who says no record of this letter in any files or secure messages. The staff in the branches and on the phones are unfailingly lovely, the management - well, another kettle of fish altogether. Get your money out while you can, The Cumberland are in trouble - my accountant says all her clients are leaving.

We as a bowling club have had a current and savings account with our local branch for many, many years.
Last month they closed both accounts and sent a cheque for the balance without any warning or contact from them. We have been left with unpaid bills, returned cheques and emails for non payment of direct debits. We asked about a business account and was told only a person with an account already (we have some of those) can open a business account. I contacted them this morning in order to arrange a meeting and was told that all members had to hold an account. So much for keeping it local. I would hope that any of our members with accounts would now close them.

I don’t know why so many bad reviews.
I agree that making bank transfers takes a long time and it is annoying, but it’s instant if you transfer to another Cumberland account.
I have been a victim of fraud 3 times in a year now and every time the Cumberland have been fantastic at sorting it out. As you you can imagine it was a very upsetting experience but the staff were reassuring and I had money refunded or attempted transactions stopped.
Staff are always friendly in my local branch and it gives me peace of mind that the bank is so vigilant about fraud.
The updated mobile app is much better now you can add payees.

It appears technology has passed this company by. I have to go through the verification process on EVERY online transaction. The automated voice is terrible, if it appears at all, quite often just silence. Telephone appointments are not kept and the branch is basically part time!

Pathetic excuse of a bank.
You can't do anything because 'security' like change your address but will send new bank card and pin when the time comes to renew, to the old house where new tenants could abuse this.
Sick of going round in circles with them. Trying to bank for a relative who has a learning disability so them remembering account details can be difficult and making them write letters when they can't read or write is a joke. Being a joint account you would think I could help but no just the account owner to answer.
In the process of changing.
Bank cards don't work at swipe machines in Cumbria neither! E.g parking

Just opened up another account with the Cumberland as they're reliable, friendly and I can always speak to someone local if I need to! Would 100% recommend. Thank you to Clare who offered excellent customer service and took care of me very well over the phone and email.