Aldermore Bank Reviews 

I have had an account with Aldermore for a few years and have had absolutely no trouble with the accounts. This year I wished to transfer my funds into a new Cash ISA, but I made a mistake on the online form, which I did not spot, so the transaction did not progress. I contacted Customer Services via email (not a web chat form, thank heavens) and quickly received a 'phone call from a very pleasant lady who actually talked me through my mistake. Most institutions don't even give a contact email, never mind a personal call.
The website is good and informative, and the application process is simple and easy to follow, my error was a silly one.

Sharp deterioration since last year. They appear to have replaced staff with AI for correspondence, which does not address customers' concerns accurately. If a response from a staff member is received, it is poorly expressed, like this one, reproduced exactly: We accept are apologises if you are having problems regarding your online account
I've made a formal complaint and will be moving my money!

Transferring of my ISA was effortless. Good competitive interest rates on products. The website and application process was very clear and easy to complete.

Very efficient processing of transfers and the rapid response from customer service is outstanding. Larger organisations take days to respond then rarely answer the question asked! I had responses to queries within a few hours with clear answers.

Rosie was excellent and stayed on the phone to help me transfer funds to a new account. She was thoughtful and understood my trepidation in moving money online. Very good customer care from her.

Good ISA rate , easy to open on line

Without doubt, Aldermore has made the account opening and money moving processes as easy as possible, but as with all financial institutions, they reduce interest rates very rapidly but never put them back to competitive levels when the market rates rise.

Hi, Aldermore owe me a refund of over £1,000 and have not resolved this issue for over 3 months.
Out of sheer desperation, I'm hoping this route will prove more fruitful than what I've experienced to date.
Can someone from Aldermore PLEASE contact me so I can get my money back as promised.
I have phoned and spoken to staff 3 times after waiting almost an hour on hold before being answered each time. Frustratingly, once I'm off the phone, nothing that is agreed on the call is actioned and there are no follow up calls or emails. I have also emailed multiple times. The first email had a response stating they'd arranged a call back...but no call back. I have since emailed three more times, and now my emails are simply being ignored. I have also asked my broker to try from his end, but no success.
I then contacted their complaints department, again spending more time going through the whole protracted series of events. They said they'd speak internally and inaddition to my complaint, they'd get someone to contact me with next steps. A week later, no update and I have just received an email saying that I'll get a response in 8 weeks.
This is just unbelievable!
This issue has been ongoing now for over three months, with the possibility it's going to be another two... I would like my money back now... it's my money, not yours and what you're doing is absolutely scandalous.
Please contact me and resolve this today!
Regards
Chris

Understandable instructions for navigating through accounts.
CHAT messaging is quick to reply
If needed, able to speak to a person

Aldermore fixed isa rates are good,and account is easy to operate

Happy with Aldermore so far. Competitive rate of interest, easy to use website, prompt response to telephone call and able to speak to a person not a robot.

Opening a new cash ISA couldn’t have been easier

Opening the account was easy to follow and well communicated. An excellent monthly income rate for 5 years.

I opened an account online three days ago because of competitive rates and clear and simple website and online reviews being mostly very positive. I was really impressed. It was very simple, very quick and their communication is first class - simple and straightforward. I had a query as my User ID had not come through. I rang them. Again I was impressed - prompt response, helpful and competent person at the other end resolved the issue. As I say, this is very early days but I could not fault my experience to date - and I am far more used to being disappointed by these things - especially phone experiences!!

Have been with Aldermore a few years now. I found opening accounts was easy and the interest rates are very good. If I had a problem soon sorted in an efficient and friendly way. Very pleased with this company.

Excellent service and so easy to use. I have just opened an account and transferred in two ISAs, from different providers, in only a few days!

I have always found Aldermore bank very reliable and easy to deal with. Interest rates have always been good and good range of accounts. Their communication is excellent & I am confident that I will be kept informed of anything I need to know. I would recommend them without hesitation.

The website is easy to use but there is always a friendly and knowledgeable person at the end of the telephone line to help with problems. Good competitive rates of interest

WE HAVE REPLIED TO ALDERMORE's REQUEST FOR MORE INFO BY EMAIL.
NOTE THAT THE TRUSTPILOT FACILITY FOR RESPONDING TO ALDERMORE ONLINE IS UNWORKABLE. THIS REQUIRES AN UNKNOWN REFERENCE, AND WILL NOT COMPLETE WITH ANY REFERENCE SUCH AS THE ACCOUNT REFERENCE.

Tried closing an ISA. Aldermore responded by email saying they could not complete the refund to my nominated bank, but the ISA disappeared from my Aldermore account and nothing has arrived at my nominated account.

NOTE THAT THE TRUSTPILOT FACILITY FOR RESPONDING TO ALDERMORE ONLINE IS UNWORKABLE. THIS REQUIRES AN UNKNOWN REFERENCE, AND WILL NOT COMPLETE WITH ANY REFERENCE SUCH AS THE ACCOUNT REFERENCE NUMBER.

Update: though one ISA has now been closed, another has been difficult to remove cash from or close before the end date:
When repeatedly attempting to leave an ISA account open by leaving some funds, no matter how much is left in the ISA the onlnine system alerts that there will be negative interest and blocks any further any further.
The only option remaining is to log out, log back in and then close the account completely.
This means that Aldermore loses customers and accounts as the online system now effectively blocks partial withdrawals, only permitting closure.

We currently hold open-ended accounts with variable interest rates. I was about to transfer this year’s ISA allowance into our 60-day notice accounts when I noticed that Aldermore are currently paying 4.15% interest on their “Issue 10” 60-day notice ISA, as opposed to only 2.95% that they are paying us. It seems that the only difference between the two accounts is the so-called “Issue Number” and the interest rate.

Aldermore’s explanation is that “Our new accounts are available for new and existing customers, and from time to time, we introduce new offers on a limited basis. This helps us manage offering competitive rates. This is why we don’t pay the same rate on the older issues as the sale accounts ”. Effectively what Aldermore are saying is that they are relying on the ignorance / inertia of existing customers in order to offer higher rates elsewhere.

P.S. I have read Aldermore's response below which simply confirms what I've said. So I'm now in the process of moving all my savings elsewhere.