The Cumberland Reviews 

In my experience the service has been inept on every level

The Cumberland were maybe a good organisation sometime about 1950. They have no grip on technology, transfers take hours if not days, the app is primitive to say the least, they block or delay everything in the interest of 'security'.

As for customer service. Don't think they've heard of that.

Cherry on top....tried to close the account we have left. Their own form doesn't work!

Leaving the Cumberland after being a customer for over 20 years. Poor service when taking out our mortgage despite both of us having good salaries, holding out account with the Cumberland and a very good credit history and borrowing an amount only based on one of our salaries so well within our means (they dragged their feet, held up the process no end and annoyed our solicitors and the sellers). Our solicitor groaned when we told her who we were taking our mortgage with! Recently, decided to switch to Nationwide and agreed a switch date. Also, have had two supposedly contactless payment cards, none of which worked. When I visited the branch was made to feel like it was my fault. Interestingly, a shopkeeper told me that they find Cumberland contactless payment cards very unreliable (perhaps poor quality!?). Finally, the letter confirming the switch didn't once say they were sorry to see us leave or contact us to find out why we had decided to switch.

I have had a number of dealings with the Cumberland for mortgage purposes and have found them a good business to deal with.
I have recently dealt with Susan B. who was outstanding in getting the business through in a tight time line including working outside normal hours.

So 4 working days ago I made a transfer of £4000 to cover expenses that I had paid from another account due to the Cumberland stopping my debit card and failing to notify me!
The transfer in question STILL has not arrived at my destination account and despite numerous emails, messages and telephone calls I still have not been given a reasonable explanation as to why this has happened.
I have been constantly ignored and hung up on after waiting for 30+ minutes at a time to speak to somebody.
I am now incurring interest and charges as a result of them holding the funds.

I feel that I am being victimised by this company due to me entering the branch around 10 years ago with my SPOUSES card for our joint account to do some banking, upon realising I was in possession of my spouses card, they publicly humiliated me in the Fisher street Branch in front of many other customers, reported me to their fraud department and stopped all account activity.

Ever since this event I have encountered problems each time I have had dealings with them.

Absolutely vile, despicable and unethical behavior on their part, I urge anyone thinking of joining them to think very carefully

Blocked my internet business banking ! Because I didn't fill out numerous forms of wich.were intrusive and totally unnecessary was asked ridiculous security questions on phone so stopped me doing a transfer wich in course got me a missed payment charge our branch is one that never reopened full time 24 mile trip to nearest !! Open 3 days a week and closes for a dinner hour at same time as customers so can't use i

By far the worst bank for online transfers! It takes hours for any money sent to actually reach that person's account yet my friend who is with Nationwide transfers money and it reached the persons account almost instantly. This needs sorted it's a very very poor service to offer as it makes it almost pointless due to how long it takes

I've had nothing but excellent and friendly service from the Cumberland and I've been with them a long time. I'd recommend them to anyone.

Literally terrible. Phenomenal incompetence.

Up till now I have never had a problem with the Cumberland but tried to close my Business account and get my money out is ridiculous. Went into a branch filled forms in on Friday then came across problem, 2 staff saying one thing others said the complete opposite. If I don’t get it sorted on Monday I will be putting a complaint in and speaking to my solicitor.

Unfortunately they were not able to offer me and my Spanish wife a mortgage. They would not accept pre settled status as proof for her right to residency despite this being accepted with most other mainstream lenders. Dissapointing.

I would not advise anyone looking at opening a current or business account to consider the Cumberland Building Society. We have two personal accounts and a business account. We recently received a letter from them demanding that we re-submit identity documents relating to our business account - despite our having submitted all necessary proof of ID when we opened the account nearly 3 years ago. This communication has apparently gone out to all their business customers.

The tone of the letter was officious and at the end threatening. The nature of the threat was that if we didn't supply the information they would "Put a hold on our account" - "We don't want to do this, but we may have to." In other words - do as we want, or we'll close down your company.

The information they wanted was intrusive and unjustified. The Proof-of-ID they want has to be certified by our accountant, which means getting them to write an official statement and signing it before returning it to us so we can send it on to the Cumberland.

Ironically the Cumberland state that one of the reasons they're doing this is so we can "focus on our business"! Yeah, sure, whilst we're filling in your forms, contacting accountants, posting IDs etc... not much time left to focus on our business!

I am thoroughly dismayed at the treatment we have received as customers. As soon as possible we'll be moving all of our accounts elsewhere, but in the meantime warn any other customers or potential customers to be wary in approaching such an officious, bureaucratic, inflexible and unpleasant organisation.

Tried to open an account with The Cumberland.
After some delay received a one-line email telling me my application had been declined. No reason given.
Wrote to them asking why account could not be opened. Received no reply.
Sent reminder letter. Received no reply to this either.
Unprofessional and discourteous.
A building society trying to be a bank and not getting there.

Finally get to a checkout with a Graphics card that has been waiting on restock for over 6 months due to chip shortages and scalpers buying them all out with bots and Cumberlands Internet Banking is down and blocks all payments. Getting to the point that their Internet banking is down more time than it is online.

Terrible don't no what there doing and just hard work natwest is miles better

We applied for a mortgage in November of 2020. After being approved we went on to put an offer on a house. Sadly this sale fell through. Forward on to yesterday applied for a mortgage again this time we made the decision for my husband to apply alone due to my age. My husband is American and has (indefinite leave to remain) and they refused to complete the mortage application over the phone due to him not having a British passport. We'll done to the cumberland for being such a great inclusive building society! We now have a mortage in place with a different bank and will never give the cumberland any of our business.

Pathetic bank, take actually days to send People money, numerous times it's happened, my girlfriend sent me money at 11am today and at 5pm tonight, still not in the account, stone age system, slow bank, crap service. Glad they ain't my bank. Only writing this now as this is about the 10th time it's happened. Id of been quicker taking the money out driving to town and putting it into my bank. Sort it out.

I am a self employed businessman. I contacted Cumberland regarding a remortgage. Went through a first web chat gave basic criteria which was ok and the contact made a telephone appointment the next day with a mortgage advisor/assessor. I was contacted the next day (10 minutes late) went through my situation and requirements (which was 55% mortgage)and then the lady told me they couldn’t consider my application because they had taken the policy decision NOT to consider any furloughed workers or any self employed whose business had been damaged (to any small degree) by the coronavirus epidemic even if the government had fully made up for the loss through the SEISS scheme (which I am pleased to say is my situation). Furthermore they would not consider any application for anyone in an industry likely to be adversely affected in the future. Why on earth don’t they promote this policy up front. It’s disgraceful. This blanket prejudice Smacks of the abhorrent “no blacks, no dogs, no Irish” signs from the 1950s. I now see they are not alone. The HMG should instruct the FCA should withdraw all the lenders licences if this is the prejudice is maintained. If all lenders or offerers of credit had this attitude the wheels would certainly come off the economy.