Blocked my card without explanation, no suspicious transactions on my account. Refused to be contacted by email or WhatsApp for ‘security reasons’, only by phone (premium rate 0345 number uncontac... See more
Company replied
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I tried to transfer some money to Wise but had the transaction blocked. My debit card, Apple Pay and online banking have also been blocked. I have received emails telling me I need to log in to my acc... See more
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Once again I started the day by trying to login to my Smile account (that I have had since Smile started) only to find yet again that internet banking was "unavailable because of scheduled maintenan... See more
Company replied
So I’ve been with smile since it started in 1999 when it was truly excellent, forward looking and apparently ethical. Right now they are so bad that I’m about to leave. Security is utterly useless -... See more
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Company details
Information provided by various external sources
Hello. We're smile. We launched as the UK’s first full-service internet bank back in 1999, with the purpose of making banking accessible, direct and fuss-free. We may look a little different now, but we remain dedicated to the ideas we were founded on. And, as we are one with The Co‑operative Bank, we share their strong ethical stance. Its Ethical Policy is customer-led and, therefore, so is smile’s. Digital-only banking. No queues, no hassle, no jargon, no nonsense.
Contact info
United Kingdom
- smile.co.uk
1.6
Bad
911 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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Been a customer for 20 years and they…
Been a customer for 20 years and they have all of a sudden stopped me from transferring any money out of my account to anywhere, they have blocked my credit card transactions and I have never had any bad credit with them ever.
This has got to be literally the worst customer service I have every received in my life.
March 12, 2024
Unprompted review
Reply from Smile UK
Hello Rob, I'm sorry to hear of your experience with us.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Smile used to be good.
Smile used to be good, even great back in 2000.
Now they block existing / reused transactions too. I spent 5 to 6hrs over 4 days trying to get legitimate payments released.
This includes payments which which were authorised by SMS, but were then still blocked.
On my last call, I was told the wait time was 15 minutes. But I had to wait over 1 hour!
Terrible customer experience.
March 11, 2024
Unprompted review
Reply from Smile UK
Hi, I'm sorry to hear about the experience you've had and I'm sorry for the inconvenience caused.
If you'd like to discuss this further, please respond to the request for your contact information via trustpilot. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards - Cathie
Get out! This bank continues to waste my time…
This bank continues to waste my time with account blockages which occur even when I try to make transfers to known transfer recipients. This is in large contrast to modern banks with more sophisticated security software/checks. It is so systematic that I assume that the hedge fund that owns this bank has not invested in modern checks. Or even more worryingly that they have might have liquidity issues. I have moved bank and I cannot tell you how much of a relief it is.
March 8, 2024
Unprompted review
Reply from Smile UK
Hi, I'm sorry to hear you were unhappy with our service and as a result, have moved your banking to another provider. We value customer feedback and I'll ensure your comments are passed to our development team.
If you'd like to discuss this further, please respond to the request for your contact information via trustpilot. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
time to leave - life's too short
Had enough! Tried to send a faster payment 2 days ago. It just sits on hold, "Status: Unknown". I sent secure messages asking for update - no response. Spent 65 minutes to get through on phone today. Passed to fraud dept. 20 mins of rude questioning "why was this money paid into your account?" etc. Then line drops. Lines closed at 6pm today. So now I can a) wait until Monday, take time out of work to wait 60 minutes to get through? b) hope that someone replies to my secure messages "within 5 business days" c) hope that like other banks, I might just get a SMS saying you need to contact us (not likely). I see "According to the bank's 2019 accounts, the holding company is owned by hedge funds and other asset management companies" - it shows - they're just squeezing everything. No attempt at customer service.
March 8, 2024
Unprompted review
Reply from Smile UK
Hi Edward, I'm sorry to hear your payment has been held by our fraud team for additional checks and that your call disconnected after a long wait. Our lines are open over the weekend and we aim to reply to secure messages within 48 hours, but in order to help you sooner, I've sent you a request through Trustpilot for your contact information. Please respond to this request so we can call you back. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
Collapse of service
Been with Smile since 2004 but their service is collapsing. Cards never work online because they always falsely flag for fraud. Two days ago they duplicated my credit card bill payment, and flagged both the genuine payment and the dupe for fraud, but didn't tell me for 24 hours and ignored my messages. I called, but was told there was a 60 minute wait time!
Even their 159 people hung up on me twice before I got through to the one person there who knew what he was doing.
With my backup challenger bank it takes less than 5 minutes to be web chatting to a similarly competent person. Smile say they don't read messages for 5 DAYS!
I certainly don't recommend opening a new account with Smile. However I myself will be allowing them one final chance to be better.
UPDATE: After some confusion, some of which wasn't their fault, they did address this issue, so I'm adding an extra star for engagement.
March 6, 2024
Unprompted review
Reply from Smile UK
Hi Jehan, I'm really sorry to hear about the number of issues you've experienced and I'd like to reassure you, this isn't the level of service we aim for. I've sent you a request through Trustpilot for your contact information. Please respond to this request so that we can look in to this for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
No longer the pioneers of the internet banking world.
After nearly 25 years of loyalty to Smile I have now switched banks.When I first joined they were pioneers in the internet banking world and led the way with innovative banking which was a joy to use.The last couple of years through covid times saw a reduction in staffing levels and banking hours and online chat was scrapped so the only alternative to get help is an hour long wait on the phone listening to dreary music.When I was locked out of my online account with no way of viewing it through no fault of my own I had to wait for IT dept to fix it..took 7 days.That was the last straw that and having to speak to the fraud dept when genuine transactions get blocked..security gone daft it seems.Life is too short to spend it on the phone to Smile every week.My new bank works brilliantly just like Smile used to.
February 20, 2024
Unprompted review
Reply from Smile UK
Hi John, thanks for replying to our request. I'll ensure we reach out to you to help further. Thanks - Claire.
Leaving after 20 years was good at…
Leaving after 20 years was good at first now a shambles took 48 hours to send a fast payment and cost me £40 and nearly left me with no travel money
Just started leaving process and could not have cared less
March 4, 2024
Unprompted review
Reply from Smile UK
Hi Ann,
I'm really sorry to hear this. We would of course like to try and help resolve this so you can stay with us. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
With held 2 payments without alerting…
With held 2 payments without alerting us. Almost impossible to make contact with them. A hour later and random questions and 7 hours later payments not released and new vehicle not collected from dealer and day off wasted. Account will be closed today once payment clears. The worst and least effective bank we have had. Nothing to smile about here!
Additional information provided as requested, bar account number.
March 4, 2024
Unprompted review
Reply from Smile UK
Hello Nicki, I'm sorry to hear of your experience. This is not the service we would expect you to receive.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
This bank is the worse
This bank is the worse! Been on hold an hour and 20 mins already and still in a queue. No other way of doing anything or talking to anyone as they don’t reply to messages for ages.
Tried to make a payment for a holiday and they blocked it, even with secure extra information. They make everything hard work! I am closing my account asap, I do not have time to waste trying to sort out problems caused by them.
March 1, 2024
Unprompted review
Reply from Smile UK
Hello Claire, I'm really sorry you feel this way. We are working hard to improve our wait times and appreciate your patience whilst we do this.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
35 minutes on hold to Customer…
35 minutes on hold to Customer Services!!! And still no connection to an adviser. No LiveChat facility either. Abysmal
March 1, 2024
Unprompted review
Reply from Smile UK
Hello Matt, I'm really sorry to hear of your experience with us.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
The Smile Credit card is barely useable…
The Smile Credit card is barely useable for online transactions. My credit card locks on a weekly basis for reasons that defy logic. I have updated my secured by Visa password and ensured my details are accurate but the card fails to work.
This means I must endure painful, costly 30 minute phone calls to unblock my card!
I am now closing my Smile account.
February 28, 2024
Unprompted review
Reply from Smile UK
Hi Owen,
I'm really sorry to hear of your experience in trying to make payments with your credit card. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Painful
Painful. Smile used to be easy to contact by phone. Not so anymore.
February 27, 2024
Unprompted review
Reply from Smile UK
Hello Jan, I'm sorry to hear of your experience with us. This is not the experience we want our customers to have.
If you'd like to discuss this in more detail please message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Updated App Not Opening
The App on my phone tonight told me I had to update it. I did. Only for the updated App refusing to open. I now cannot access my account on my phone. What is going on...
February 22, 2024
Unprompted review
Reply from Smile UK
Hello David, I'm really sorry to hear of the issues you're having.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Clueless and sorely lagging behind everyone else
This is taking from your own blurb... "We launched as the UK’s first full-service internet bank back in 1999, with the purpose of making banking accessible, direct and fuss-free." Sadly you have pretty much stayed in the 90's ever since and still have a horribly archaic system, poor user experience and overall poor account features and benefits. The world has moved on with man new challenger banks, but unfortunately you haven't. Also, please note, when I call and you say its a 15 minute wait and then it takes you 48 mins to answer that is extremely poor customer service! I work in financial services and if I made my customers wait 48mins to speak to a human being then I would be out of business. In the process of switching all my accounts to a new provider, which unfortunately is proving rather difficult with Smile as always!
February 14, 2024
Unprompted review
Reply from Smile UK
Hello Mark, I'm really sorry to hear of your experience. We appreciate your feedback regarding the services we provide and I will be sure to pass this on.
I'd like to discuss this further with you along with the difficulties you're having trying to switch your account.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
I have now been on the phone for 45…
I have now been on the phone for 45 minutes. There is simply irritating music and telling me to be patient. The bak has blocked payments to my credit card and even though I have changed everything on line it makes no difference.
I will be looking for a new bank.
February 13, 2024
Unprompted review
Reply from Smile UK
Hi Chris,
I'm really sorry to hear of your experience in trying to contact us, this is not the customer service we would expect you to receive. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Should be ZERO STARS
Should be ZERO STARS. The most USELESS bank under the Sun. Yet again I was unable to transfer money to my own saving account held by another bank. Money has been deducted from my account but was not sent to my own account in my own name. CRAZY … then over 24 hours later I get a lousy email from FRAUD PREVENTION TEAM that I need to contact them in order to release the money. ONLY NONE IS WORKING ON SUBDAY TO RELEASE IT. I am moving my money elsewhere. DO NOT OPEN ACCOUNT IN THIS USELESS BANK
February 11, 2024
Unprompted review
Reply from Smile UK
Hello, I'm sorry to hear our security team has blocked a payment into your own account. I'd like to get this resolved for you.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Grrrrrrrrr!
I've been really unhappy about Smile banking for ages now. I haven't yet got around to changing Joint account so I'm stuck with Smile in the meantime. It is NOT Internet banking anymore. Be prepared for transactions to be blocked (they say for security reasons but that is rubbish). For example, a couple of weeks ago I tried to log onto internet banking (I normally use the app) and when asked for my password I foolishly entered the one for the M&S credit card I now use 99% of the time. It didn't give me a second chance - just locked me out and said I should phone. I left it for a couple of weeks but tried again today - still blocked. When phoning I got told queue was currently over 20 minutes so I gave up. This wasn't what I signed up to! If other banks can provide a proper internet service, surely it's not beyond the wit of Smile/Cooperative to do the same.
February 11, 2024
Unprompted review
Reply from Smile UK
Hello Alison, I'm sorry to hear of your experience when trying to make a payment online.
I can see you've replied to my request for further information. I will pass your details across to customer service who will call you today to discuss this further. - Emma
Would be zero stars if I could
Would be zero stars if I could. Used to be a good company but having withdrawn telephone support is now useless. Try to reset a partner's verified by visa password. Can you do it online? No. Can I do it on the phone? No. Not even if I wait for an hour!
So Smile's solution, phone us when you are both available and we'll speak to both of you. So we both sit here for an hour to sort out a problem at your end. Right!
Will be closing the account very shortly.
February 9, 2024
Unprompted review
Reply from Smile UK
Hi Dave, thanks for getting in touch. I'm sorry to hear about the issues that you've had. We haven't withdrawn our telephone banking service. Our Customer Services team are available by calling 03457 212 212. They're available Monday to Friday 8AM till 6PM and on Weekends 9AM till 5PM.
We've attempted to contact you today Dave but not had any luck connecting. We will try again tomorrow. If you have an alternative number we can use please reach out to us on social media and use Trustpilot at the beginning of the conversation. - Emma
Loyal for 25 years but no more
I hadn’t had any issues with Smile until Verified by Visa/Visa Secure. Now I constantly get my car blocked from online payments, and I call and wait for a minimum of 30 minutes each time to be told I have entered my password incorrectly. This is simply untrue. I never put my password in incorrectly. Today, after a failed attempt to book a holiday this morning, I took 45 minutes out of my day to ring through to Smile, to be told I’d entered my password incorrectly (I had not) and they have reset it.
I’ve given it a few hours and tried again. Of course, it’s still not allowing the payment ans I still haven’t entered my password in at all, let alone incorrectly.
I do not have time to spend another 45 minutes in the phone to solve an issue that is entirely not my doing. It’s disgusting.
I have been with Smile for 25 years but I’ve had enough now. Customer service is not good enough.
Additional - After waiting over an hour to speak to someone last night, i eventually spoke with Kathy who was extremely helpful. They were a credit to Smile and quite frankly, the only credit I’ve experienced recently. Employ a few more Kathy’s so that the only effective method of communicating with you (ie have enough people to answer the phones) and you may still be a credible bank. She was fantastic and eventually resolved the issue which as she admitted, was seemingly completely inexplicable.
February 9, 2024
Unprompted review
Reply from Smile UK
Hi Lindsey, thanks for getting in touch. I'm sorry to hear about the issues that you're having with both VISA Secure and our wait times. I can assure you that we are working to answer the calls as quickly as possible. The VISA Secure issue is certainly something that I do need to look into further for you.
I've sent a request via Trustpilot for some further information. Please respond to this request and we will arrange for someone to reach out to you.
Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Thanks – Jack
Awful Bank, Avoid!
Awful Bank! Rang up to report the death of an account holder. Waited 40 minutes on hold. When I finally got through, spoke to the advisor for about a minute and then they hung up on me. Didn’t try to call me back. Useless and infuriating company.
Update from your reply: I’ve also raised a complaint with the details, so we’ll see how that goes.
February 9, 2024
Unprompted review
Reply from Smile UK
Hi Sean, I'm really sorry to hear of your experience in trying to report this to us. This certainly isn't the customer service we would expect you to receive. I'd like to contact you and discuss this further. I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards - Claire.
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