Leek Building Society Reviews 27

I have had such a bad experience with LBS, its been a nightmare and very stressful since opening an ISA, forever being locked out on their website, time and time again, phonecalls being made to be 'unlocked' to be locked out again , its is tiring and time consuming. I have been a customer of many banks and building societies, and this is the worst experience ever!!! You cant transfer your ISA online, I had had to ask for a form to be sent, for the transfer to be made. I am once again locked out of the website so need to make a further phone call. I wish I had read the reviews before I had opened the account as I wouldn't have touched them. I am now really worried that the paperwork I send back will go missing or they just wont do the transfer, and with all this waiting, I am losing interest. What a nightmare.

Absolutely atrocious. Sent off 2 applications for 2 separate Junior ISA’s both of which contained cheques to start the account. No communication was made to say they had received the applications, I had to ring to find out. 2 months later I ring to check where they are up to as was told there was a backlog of work only to be told that because certain information wasn’t sent in that they had sent back the applications to me via 2nd class post. The applications had been lost in the post and I never received them. The applications contains personal information which someone could easily steal for identity fraud and at no point was I contacted to say that documents were missing, the applications weren’t going to be processed or that the applications were being sent back. No communication from them at all, I had to chase everything to find out where things were up to and the fact that the applications were then lost in the post is just the cherry on top of a terrible cake.

When Leek BS launched, they provided one of the most competitive ISA rates available, earning a solid 5 stars for their product offerings. I applied for a new ISA online, but found the website's design and functionality lacking compared to other providers. After completing the application, I was notified that I couldn't access account management features until receiving a verification code. This included being unable to view account details for making a deposit. The code arrived by mail after four days, which feels slow compared to the smoother, quicker processes other providers offer, even without prior banking relationships. This aspect deserves 2 stars. Meanwhile, the outstanding service at the Derby Branch deserves a full 5 stars.

I have to say, my experience with Leek Building Society has been extremely frustrating and disappointing. I’ve been a customer for several years, and it’s become clear that their customer service is lacking, their communication is poor, and their processes are incredibly slow.

First off, the online platform is outdated and clunky. Trying to manage my account or even just check simple information takes longer than it should. It’s clear that the website and app need a major overhaul to keep up with the times.

What’s worse, I’ve had multiple issues trying to get in touch with their customer support team. It took forever to get through to anyone, and when I did, the staff weren’t very helpful or knowledgeable. They didn’t seem to care much about my concerns and left me feeling frustrated and unheard.

I also had a recent issue with a mortgage application that took far too long to process. The communication was minimal, and I had to chase them multiple times for updates. When I finally got through, I was told contradictory things, and it was clear no one was on the same page.

To top it off, I felt like their rates and fees weren’t as competitive as other building societies or banks. You would think a smaller, more customer-focused organization would have better offers, but that wasn't the case at all.

Overall, I’m thoroughly disappointed and will be looking elsewhere for my financial needs. I expected more from an institution that prides itself on customer service. Definitely not a place I’d recommend.

I recently completed a re-mortgage and additional borrowing with Leek Building Society. The customer service support from the mortgage advisor Nicola, the underwriter Alex and the completions officer Louise was outstanding. Communication was prompt and despite having a difficult solicitor, they continually answered questions promptly and politely. Would highly recommend.

At time of opening, Leek BS offered one of the best ISA rates on the market. So 5* for product offering.
Applied online for new ISA. Website design and functionality seems relatively poor compared to other providers. Once the application was completed I was informed that I couldn't manage the account until the verification code arrived. This included not being able to see the Account details to arrange a payment into the account. The verification code took 4 days to arrive by post. In today's age, other providers opening process is easier/quicker even if you don't already have a banking relationship with them. So 2* for that.
Excellent service from Derby Branch in meantime and would warrant 5*.

Very slow to process ISA. After 4 days of waiting for verification code to be sent by post, I called up to cancel process. Told the call handler, ''I'm applying for an ISA, not to join MI6. I could have travelled to Australia and back much more quickly.'' I opened a new ISA with a different company (UBL UK)
and verification was done online the same day. Leek BS need to realise this is the 21st Century.

Edit: See the mealy-mouthed justification from Leek BS for their less than prompt processing. Other financial institutions (UBL UK included), are quicker by far. Instead of digging a deeper hole by attempting to justify themselves online, Leek BS could direct their resources to improving their verification services online, instead of relying on archaic postal verification methods.

I visit the branch at least once a month to get my passbooks updated and to do a withdrawal too. Becky, Lucy, Kayleigh, Amy, Sarah & Joe are always so welcoming and friendly and so efficient in how they serve me. Not only do I receive a warm welcome and great customer experience but they always ask how I am and check on how my savings are working for me and did I want to review them. I feel like that are looking in on me and checking how my savings are doing and find this friendly and professional manner a breath of fresh air in today’s world. If you want 5 stars then this is the branch to visit and feel so lucky to have them as my local branch.

opened a savings account in sep 24 and dye to cold weather i was unable to go into the branch which closes every day at 1pm i tried setting up internet banking which i was told by the branch manager they offer internet banking due to forgetting my online details they closed my account with out notifying me i am so glad im not with Leek building society. reading through other peoples comments i agree with them also the women i spoken with in the savings department are useless miserable bats!

Nothing short of a nightmare, where do I start.

We started our full mortgage application with Leek 7 Weeks ago. Throughout the process we’ve been asked for the same documents multiple times, asked the same questions multiple times and provided the same attachments multiple times. Simple things such as locating payments and matching amounts to documents in addition to basic maths proved tricky for these guys. Things I would deem to be entry level administration. After 7 long, painfully frustrating weeks we were declined for 2 things that were visible in week 1… speechless.

Don’t waste your time.

I have been a mortgage customer of Leek for the last 2 years. Our current deal is expiring in the summer so we have been sent a list of new mortgage rates that we are entitled to. The paperwork states that my house is worth £300,700 and therefore I am only entitled to rates for a 95% LTV.

We have had 2x valuations from other mortgage providers who have both valued our property at £330,000. This therefore means our LTV drops below 85%.

I have called Leek today to speak about remortgaging as I don't want to switch lenders and also discuss their valuation of my property. One of my questions was how have they valued my property at £300k when they haven't seen it in person? The response was that they use an average calculator online that takes into account any sized house and gives the average value. How is that an accurate valuation of my house? Of course a smaller house will drop the value of our 4 bed. There are 4 bedroom houses on my estate for sale for £330k+ so I do not understand this valuation.

The low valuation also throws off the LTV %. Should my property be valued at more than £324k, we are entitled to rates for 85% LTV. Should I want a 'reevaluation' I need to pay £110 for them to send someone to my property. I believe Leek have done this just to secure more money. How sad capitalizing on people - is the 5.5% mortgage rate not enough for you?!

The mortgage advisor escalated this to senior management to see if we could have the £110 charge removed but this was declined. As explained on the phone, should this have been a couple of thousand difference I would accept it, but your 'valuation' is out by £30,000 - clearly an error on your part, not mine.

Efficient, excellent customer service. Joannne Morgan made it so easy for me to understand my remortgaging options. Job well done..thank you!

I have my mortgage through Leek United Building Society, for the last 10 years. I wanted to write a review, because I have never experienced better customer service in any industry than I do with Leek. Every phone conversation and email is helpful and prompt.
Thank you!

Yesterday I had a fabulous customer service experience at Leek Building Society's Derby St branch. I had a number of different queries to resolve. The trickiest was to find out why my online access wasn't working. Lucy on the counter was patience personified. Working with Sarah on the phone in the savings department at Head Office together they resolved my problem. I'd have found this very difficult on my own at home. The solution was simplicity itself. Don't mistake 1s for Is! All in all a really good experience. Thank you.

I have opened a savings account with Leek online. As a new customer I found the procedure was quick and seamless. Before opening I contacted the call centre. My phone call was answered very quickly and the member of staff was very helpful and knowledgeable.

Beth @theCheadlebranch has just helped my mum and I through the bereavement process. She was pleasant, professional and very helpful. Thanks for being the human side of a horrible experience.

Having recently been dealing with the Leek United in Uttoxeter I just wanted to write a review to say what a lovely branch it is. All the staff are professional, friendly and very helpful. They remember who you are and they have all be extremely helpful to me over the past few months. Thank you everyone

What a superb lot they are at Leek United! Yet again I called in and got through almost immediately to someone without endless menus to direct me. The staff I spoke to are friendly, helpful and knowledgable about products and the account status. Communications are great, always plenty of notice with jargon-free letters explaining in simple English when rates are changing and quick, clear recommendations of the options for a better deal. This has consistently been my experience as a Leek United mortgage customer over the last 20 years. I regularly look to switch via comparison websites and they have always offered me another product with a better deal than what I could get through other lenders - and without me having to ask. I think they are up with John Lewis for excellent products and quality service. Well done Leek United, (and take note rubbish provider such as NatWest, who are truly pants in almost every area, in my experience).

Absolutely first class service received from Leek United. I filled in a savings account opening form with St. Edward Street Branch in Leek and in a matter of minutes, formalities had been completed and I was presented with my passbook. Well done Leek United!