I wanted to check that I had made my last payment on my 7 year loan. I got through reasonably quickly on the phone. I didn’t have any paperwork or account numbers etc to hand, but after the usual qu... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I called on 01 May 2026 and was spoken to by Joyce. I am so sorry for my lateness in wishing to say she was a pleasant Customer Service personnel to meet when seeking advice. Pleasant in manner, under... See more
Company replied
Used ThisBank for a small home improvement loan. I especially appreciate the support available online and on call which help me to manage my account and clarify questions quickly and easily. My agent... See more
Company replied
I ve called today and the phone call was quickly answered, i wasn't waiting more than 5-7 minutes. Overall a very good experience, Vicky was very helpful, friendly, lovely and warm voice, which brigh... See more
Company replied
Company details
About thisbank
Written by the company
We’re a people-first bank helping real people save, borrow and build brighter futures. At thisbank, we believe banking should feel human, even when it’s digital. That’s why we’ve built a no-nonsense, down-to-earth bank that puts people first in everything we do. this is a better way to bank.
Contact info
57 Southwark Street, SE1 1RU, London, United Kingdom
- 0808 196 1945
- customerservice@thisbank.co.uk
- thisbank.co.uk
4.6
Excellent
54 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent communication and response…
Excellent communication and response from Naana. Very polite and helpful. Thank you.
June 12, 2026
Unprompted review
Reply from thisbank
Naana's making us look good here. 😎 Thanks for the kind words. We'll be sure to share them with her!
Great customer service
Had to call the banks helpline - I was answered quicker than expected, especially as it was the weekend. The advisor I spoke to was polite, informed and able to help me with my issue. Very happy with the service I received.
June 13, 2026
Unprompted review
Reply from thisbank
A speedy answer on a weekend? That's what we like to hear. 😎 Thanks for the lovely review - we'll make sure the team gets the credit.
Brilliant experience for me.
I called on 01 May 2026 and was spoken to by Joyce. I am so sorry for my lateness in wishing to say she was a pleasant Customer Service personnel to meet when seeking advice. Pleasant in manner, understood what I needed and dealt with my matter whilst I was speaking to her. Clarification and asking the right questions makes a difference. So Blessed, fortunate and honoured to have met her by phone. If I could i would send her flowers. She followed up with texts to my mobile which l am just getting around to. Well done. PS... a genuine customer. Thank you very much...
May 1, 2026
Unprompted review
Reply from thisbank
Now that's a review. 💐 We'll make sure Joyce gets the credit she deserves. Thanks for taking the time to share such lovely feedback. We're so pleased she could get everything sorted and leave a lasting impression.
I had a swift and welcoming responds…
I had a swift and welcoming responds from the staff on the phone. Naana was very patient and professional in her response. Thanks Naana
June 12, 2026
Unprompted review
Reply from thisbank
Patience, professionalism and getting things sorted. Three ticks from us. Thanks for sharing your experience 💙
This Bank has great customer service
Naana was lovely and helpful, and gave me clear guidance.
June 8, 2026
Unprompted review
Reply from thisbank
hanks so much for the 5 stars, Malcolm! ⭐
We're delighted to hear Naana was able to help and provide clear guidance. We'll be sure to pass on your kind words to her.
Very good customer service from Vicky
I ve called today and the phone call was quickly answered, i wasn't waiting more than 5-7 minutes. Overall a very good experience, Vicky was very helpful, friendly, lovely and warm voice, which brightened my rainy day! Give her a fat bonus just for that beautiful voice! ;)
June 4, 2026
Unprompted review
Reply from thisbank
Thanks for leaving a review, Emanuel!
We're delighted to hear the wait wasn't too long. We'll be sure to share your compliments with Vickie - and we'll see if we can put in a good word about that fat bonus too! She's a superstar 🌟
I made the application which was easy…
I made the application which was easy and accepted. I downloaded the app which also was easy and is good.
I went to pay in the money for a 1 year bond only to find that it goes through a third party company that has access to too much information of the nominated bank account. There is no way of paying in directly from the nominated account as is normally done.
I was able to contact thisbank quickly on the phone and a very helpful lady confirmed the above and helped me to delete my application.
What a shame. Perhaps someone could tell me why they need to take money that way.
June 3, 2026
Unprompted review
Reply from thisbank
Thanks for taking the time to leave us a review, Peter.
We're pleased to hear you found the application process and app easy to use, and that our team was able to help when you called 😊
We're sorry our funding process wasn't quite right for you. We use a secure third-party service to help verify and transfer funds from your nominated account, but we understand that some customers would prefer a more traditional bank transfer option.
We appreciate your feedback and will share it with the team. Thanks again for giving us a try!
INFORMATION ENQUIRY
Many Thanks for giving me the information I requested.
Very happy with the results and response. Thanks again 5*
June 1, 2026
Unprompted review
Reply from thisbank
Thanks so much, Brian!
Fantastic customer service
My experience with customer services team today was fantastic!!
June 1, 2026
Unprompted review
Reply from thisbank
Thanks for your great feedback! We're delighted to hear you had such a positive experience with our Customer Services team.
Vicki was very helpful and efficient on…
Vicki was very helpful and efficient on our call today and provided me with all the details I required to service my requirements!!
May 29, 2026
Unprompted review
Reply from thisbank
Thanks for taking the time to leave a review, Abbe. We're so pleased to hear Vicki was able to help and provide all the information you needed! We'll be sure to pass on your kind feedback to her 😊
Responded quickly to email and solved…
Responded quickly to email and solved my problem.
May 26, 2026
Unprompted review
Reply from thisbank
Great to hear, Jos! Thanks for leaving a review 😊
Very good customer service
Very good customer service. Adrian made it easy to pay off my loan without incurring additional charges.
May 23, 2026
Unprompted review
Reply from thisbank
First off, congratulations on paying off your loan 🥳 That’s a huge milestone! We’re glad to hear that Adrien was there to support you along the way. Thanks so much for taking the time to leave us a review - we always appreciate hearing from customers!
The agent I spoke to was efficient and…
The agent I spoke to was efficient and I like these things when I want something done quickly
May 23, 2026
Unprompted review
Reply from thisbank
Thanks for taking the time to leave us a review! We're pleased to hear your experience was quick and efficient. We’ll make sure your feedback is shared with the team 😊
Reply from thisbank
Thanks Sanoja! We're happy to hear it 😊
Great customer service
Great customer service provided by Adrian, as it was first time of my logging into online banking, Adrian really made feel at ease
Thank you
May 21, 2026
Unprompted review
Reply from thisbank
Thanks for the lovely review! First-time online banking can feel a little like stepping into the unknown, so we’re delighted Adrian helped make it feel easy and stress-free. We’ll make sure your kind words make their way to him 💙
Reply from thisbank
Thanks for leaving a review, David - always happy to hear good feedback from customers 😊
I called up to enquire about making an…
I called up to enquire about making an additional payment on my loan. My call was taken by Naana, she was very friendly and provided me with the information that I was calling to enquire about, nice and clear instructions of how to do this. She sent the email within minutes. A pleasure to talk to her.
May 15, 2026
Unprompted review
Reply from thisbank
Great to hear Naana could help get everything sorted for you! Making additional payments should be simple, so we're pleased she could give you clear guidance and get the details over quickly too. We’ll make sure your kind words are passed on to her 😊
Straightforward
Straightforward, simple , good customer service, no faff, exactly what's needed.
May 8, 2026
Unprompted review
Reply from thisbank
Sorry to hear you had trouble getting into your account, but we're glad the team could get things sorted quickly. It's great to hear our Customer Service Specialist stayed with you until you were successfully logged back in and you felt supported throughout. That's exactly the kind of service we aim for!
I had a problem logging into my…
I had a problem logging into my account, the customer service help line were excellent, a prompt phone call and the agent stayed on line until I had successfully logged in. Great service throughout.
May 6, 2026
Unprompted review
Reply from thisbank
Thanks for taking the time to leave us a review, Margaret. We’re glad the team could get things sorted quickly and stick with you until you were back in your account. Login issues have a habit of picking the worst possible timing, so it’s great to know you felt supported throughout 😊
Your agent was very polite an03d…
Your agent was very polite and courteous helped me a great deal on how to do a transfer to you and gave me all the details to fill in which I appreciate a great and was able to action the transfer
May 2, 2026
Unprompted review
Reply from thisbank
Thanks for taking the time to leave us a review. We’re pleased to hear we were able to help and make the transfer process a bit easier to navigate. We’ll be sure to pass your kind words on to the team — they’ll be chuffed to hear it 💙
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.