Principality Building Society Reviews 

I have mortgage with this company, I have tried to remortgage my house and they give me very silly offer. I have to change the mortgage company, I got much better offer.
Well done ,you know how you can lose a good customer.
Balazs Toth

Despite encountering a few glitches on the website, Principality communicate well and promptly by phone. Staff are knowledgeable and patient. This quality puts most financial institutions to shame.

Very efficient and customer service representative, very soft spoken and alway ready to help. Called up couple of times for information and statements etc and every time I was attended by a very polite customer service attended and answered my queries efficiently. Well done guys !! All the best

I get mixed reviews when I call Principality. Depends who you get on the phone. I’ve just called them to ask for my annual statement and for Kelly on the phone who was so lazy and just wanted me off the phone.
I asked if she could email the information over to me, told me she couldn’t. Then she told me oh she can but needs to be another department after I quizzed her as to why not.
Last year I had enquired about a potential consent to let however didn’t go ahead with it. She so starting quizzing me on that and made me feel like a criminal.
Not a Wednesday afternoon call you would expect with your mortgage company. Will probably not renew with them.
Choose someone else guys there’s plenty out there that provide great service and happy to help

WITHOUT PREJUDICE
I am 94 years old and have mobility, hearing and sight problems. I am now bed-bound and almost blind. I had a bond which matured in Nov 2021.
Because my son is not in the UK, this was left to my “retired” niece to sort matters out. She spoke to NATASHA in the Swansea branch, but she refused to discuss the matter as I was not with her. Eventually, this was sorted out by my niece coming to the house. She initially contacted this branch on Monday 29th November 2021. She was told “because the amount is more than £20K, they want to see a statement to show past activity”. As I didn’t have any proof at the time, they would write a cheque for the amount. In these times of pandemic, WHY ARE THEY SENDING OUT CHEQUES? By the way, the cheque, posted on the 28/29th, didn’t arrive until the end of Dec!
My son managed to find an ISA which matured in 2019 and paid into a nominated account. Is this regarded as past activity or are all details obliterated?
Because of your new rule “All customers must have their own mobile phones to run their online accounts” my son not able to follow the bond. Note: I only have a land-line and have difficulty in hearing people! Should someone have a Power of attorney for this, as your MICHAEL JOHN informed my son?
My Niece phoned, in my presence asking to speak to a MICHAEL JOHN but was diverted to TIM PARK, who wanted security questions eg: What’s your NI number: to repeat, I am 94, I have hearing problems, cannot see well, I have mobility problems – am I supposed to have everything in front of me? If I phoned you, would you know your NI number/passport number TIM PARK?
My son phoned the Swansea branch – NATASHA – who kept repeating “I cannot discuss the matter with you”. Surprisingly, the payment was soon made by CHAPS into my nominated account (which they didn’t know about).
I was told the CEO was aware of this (is this true JULIE-ANN HAINES?). You’re too busy making videos stating how Principality is a caring company!
I was awarded £190 as stated in the “FINAL RESPONSE LETTER”, which shows they want no further dealings with the customer. If I was younger and in good health, I would have contacted the Financial Ombudsman, probably receiving £1000 for all the trouble and worry for me, my niece and son.
I expect because you have got rid of me, your staff had a good bonus! When I was in industry, your staff would have been sacked; the days of put the customer first, has gone.
Principality ought to be disgusted that they are a Welsh company – I advise everyone to stay clear of them.
ADDENDUM
Your FINAL RESPONSE LETTER only stated:
“My understanding of your complaint:
1) We would not pay your maturity funds by bank transfer.
2) You did not receive the cheque that we issued.”
You admitted that the information “I did not have history of a nominated account (last used 2019)” was incorrect. Many thanks to NATASHA of the Swansea branch for NOT looking further into this.
You ask a 94 year old person what his NI number is. Well done TIM PARK. You never replied, would you know yours or your passport number?
You send a cheque out, which didn’t arrive until end Dec. As someone who is house-bound and almost blind, WHAT WOULD I HAVE DONE WITH IT? To repeat, IN THESE TIMES OF A PANDEMIC, WHY ARE YOU SENDING OUT CHEQUES?
I sent you information from 2019, when I was able to contact you by email (with my son) – I even have a password and memorable data, then you introduced EVERYONE HAS TO HAVE INDIVIDUAL MOBILES; I only have a land-line. Because of this, my son couldn’t monitor my affairs.
You have not behaved in a way to combat fraud. It’s easy to bring up Power of Attorney – just additional expense. Well done MICHAEL JOHN.
To anyone thinking of investing with Principality If you’re elderly – BE WARNED. If the term is over 5 years, they will not keep your nominated account information.

Was a bit worried about the Principality after reading some of the reviews- but I need not have been.I just spoke to a lady called Anne, as I had some issues with my new mortgage. She allayed my fears and confirmed everything there and then and sent it to me in an email- fab customer service thanks Anne x

I simply can’t speak highly enough of this building society. They are responsive, understanding, empathetic and product knowledgeable. I have had many mortgages throughout my life and this is by far the best company I’ve bought product from. First class customer service.

My wifes ISA matured,signed a form for a transfer to charter savings, three weeks later the monies had not been transfered. Plenty of phone call to principality no joy.
Charter Savings called to say that crossbrothers had contacted them as a cheque had been sent to them.
Why are you using cheques as everything nowadays is electronic.
Yet a electonic transfer was done once we complained, we were told they would pay us the difference in value lost in interest which we were told done straight away and this morning nothing.
Would not reccomend Principality as this is the second time we have had issues.

After the initial problems dealing with the generic phone number (see below) Julie from the Cowbridge branch called me and dealt with all my problems in a 5 minute phone call.
I advise anyone struggling to call their local branch the staff are fantastic.

It is literally impossible to contact them. I was trying to deal with my account which is maturing online but the options it told me would be available in the letter I was sent were not available online. Due to logging on repeatedly on different devices in a short period of time they have locked my account. I have been phoning and trying the online chat repeatedly but nothing. Will not invest again.

What a bunch of jokers!! Don't bother with their 3 year bond, they close it after 6 months, you can't make any further deposits & you can't take your money out & move it anywhere else. So now got to look else where.

Awful customer service!! Their hideous online kept blocking my access so causing me unnecessary stress and anxiety. spoke to an agent who agreed that I was stuck in a loop of them blocking and me keep calling to unlock and due to covid their lines were awful to get through so I no longer felt my money was safe with them. She raised a complaint for me. As I was losing money due to early withdrawal.
But the arrogant response I received really showed how this company shows such contempt for its customers

I would not trust them with a penny after the way they have treated me !!!!

I am trying to close two accounts of my late mother. Principality are unwilling to accept a Grant of Probate containing my full name and address as proof of identification. So now I have to get not one but two more documents copied and certified by a solicitor. More time and expense. They are an absolute joke - avoid the Principality.

my savings with the principality have matured ,so have been trying to contact them over several days, phon line has the constant engaged tone was on redial every few seconds for over half a hour no joy, cannot email them. have now contacted the financial ombudsman to see if they can help.
everyone blames covid for their lack of staff but as most of us know it is a good excuse to shut everything down we should be entitled to access our money from a bank when we want it.
this is not good enough

Today an interesting experience with Nemo Loans (Principality) - After losing the adjudication with Financial Ombudsman, they have continued to not take any notice of it - yet another phone call with their inept complaints team - now stating "the financial ombudsman always believe!! 0 note the word believe the customer - theres nothing we can do about it! When challenged on whether they did anything wrong about not offering customers payment holidays in the pandemic as they were legally required to do - the inept complaints person stated "we did nothing wrong, the fca said in its guidelines not to give any support" - all absolute lies, they seem very bitter they lost, I now have my extra compensation finally - this took 4 letters from the financial ombudsman to get them to do it. They seem to have lost or forgotten about changes in payment dates - amazing they can lose emails or send emails to the wrong address when they are challenged. Of course it was a complete coincidence they sent out intimidating letters about late payments (they werent late) after the financial ombudsman had pulled them up on their practices and behaviour. Also apparently - the inept complaints team who i spoke to today - when again challenged on their behaviour - said "people always threaten us with the fca, but nothing ever happens" They have been given the name of the FCA investigator I have been dealing with - these are bullies, who dont like people who fight back, if you were not offered a payment holiday when you were entitled to one - speak with the financial ombudsman immediately - and let's get this company answering for their poor performance, their bullying attitude, and their sheer incompetence. And to anyone from Nemo or Principality reading this - I will continue to fight until you send a letter of full apology admitting your wrong doing. UNtil then, the fight continues.

Been a client for years.
Throughout last year they provided me with amazing consult on my funds and assisted me greatly.

Thank you guys!

Excellent bank was really impressed with they service especially the one who open my new saving account very thankful to the branch in Hereford and the account person who served me Lucy McDermott keep up the good work and to all the Hereford friendly staff will be back in your branch again very soon.

By a distance the least competent, most stupid, ignorant, hapless folk in the regulated sector. We can't arrange a survey unless you register an exemption on the EPC exemptions register even though the EPC regulations do not apply. This after four weeks of banal requests for totally irrelevant information. Literally too stupid to work with. Went elsewhere. Avoid them at all costs unless you're desperate.

I have recently had the pleasure of remortgaging through Principality Building Society and the whole process could not have gone better and only took a matter of a few weeks to complete. I only spoke with one individual and this was Anne Bufton who was professional, courteous and did what she said she would🙂. The Principality rates are competitive and I would recommend to anybody.

I requested a transfer of my PRINCIPALITY ISA to Vanguard on 2/4/21. Vanguard sent my signed request form on that date. After getting no response I contacted Vanguard then Principality on 22/6/21 to check the email address for Principality was correct. Principality informed me they had changed their email address - clearly had not communicated this to Vanguard. Vanguard resubmitted the transfer application. On 14/7 Vanguard phoned Principality to check progress. They were told it wasn’t possible to even confirm receipt of the transfer request as they have such a backlog. This means over 3 months has passed, no action, and I get a derisory rate of interest in the meantime. If transferred I would have been earning a much higher rate. This service is abysmal and compensation should be awarded. The regulator needs to step in and stamp on this unacceptable practice

I took out a 2 year fixed rate bond 1 year ago. I believed the bond was a fixed term but could be closed early with loss of interest.
This is not the case, despite the current Principality website stating 2 year fixed term bond can be closed with loss of 180 days interest.
I wanted to close the account but I am now in the process of a complaint to resolve this.
Current website item 10a
Google Principality fixed term bonds terms and conditions (links not allowed).