Kent Reliance Reviews 

No problems one could always offer higher rates!

Monthly interest not received under new system have been told restrictions on account email sent with identity let see how long they going to take will write another review if I get any response

Transfers from old to new systems have not been thought through and executed in a professional manner. Lack of ability to login at random times complete with error messages "It's us" indicates real problems. Its worrying when you no longer have access to your life savings. What else is happening behind the scenes?

This is a second review of Kent Reliance after poor service following the death of my husband.
At that time I held several accounts with Kent Reliance but after my earlier experience as each product matured I withdrew the full balance on each account.
This has left me with just one ISA account which seems to have transferred to the new website ok.
However I have the interest paid from the ISA paid monthly to my current account so it forms part of my monthly income.
The interest should reach my account on the last day of the month. However this month nothing!
As the 31st July falls on a Friday I am guessing I will be waiting until the 3rd August.
This is unacceptable especially given that Kent Reliance do not have the courtesy to communicate this was going to happen.
I'm afraid that when this account matures it will be going the way of the other accounts I had with them. Transferred to a different provider.

I believe that using an update on its web platform is not an excuse for changing the date that interest is credited, namely from the last working day of the month to the first. Presumably KR benefit from the extra day
New platform is inferior to the one it replaced
Probably will not use again when my investments mature

UPDATE:

So KR's response states that only a small number of products are affected. No, it is all of their ISAs. To add insult to injury, I have also discovered that I cannot readily access funds from an 'easy access' account - you have to contact them and wait 3-5 working days for the withdrawal to be actioned. Not easy access then. KR may be fine if you operate your accounts via a branch but avoid if you are expecting a fully functioning, swift online banking system.

In common with many respondents, I can confirm that Kent Reliance appear determined to lose business. The transfer to a new online system has been ongoing for months. They have now informed me that online applications for some accounts will not resume until the end of September, but that I can visit a branch to open an account. No, I use online banking for a reason and I won't make a special trip to visit your branch if I cannot even see your savings rates online. Combined with account handling errors, the fact that customer services are based in India (I do not want to speak to someone reading from a script with appalling call quality) and maturity rates that are no longer competitive, I would highly recommend using other internet banking services.

Utterly awful and shambolic service.

I asked for 12 months of statements, but the website only lets me download certificates for March and April 2026—even though it is now July. Nothing before or after is available.

When I contacted them, they said they had sent a “secure message”, but there is no clear way to access secure messages on the new website. The site is unusable.

Worse, the old legacy login still works but shows a zero balance, making it appear that you have lost all your money. It gives no clear explanation that accounts may have been moved to a separate website.

A deeply confusing, badly designed system and no meaningful support.

Had a KR account for about a year, there was no introductory rate on the account.
I received an email stating they are reducing the rates, which seemed strange as most financial institutions are increasing!
Proceeded to close and transfer my money elsewhere for a better rate.
About the time they reduced my account rate, their website showed a new limited saver with a higher rate than i was originally on, so why reduce mine?
No loyalty to existing customers, so you get none back, my money will now stay elsewhere at a slightly higher rate than KR are offering.

I am puzzled that Kent Reliance should have any good ratings over the last two months - most are very brief so maybe posted by members of the organisation. The Kent Reliance move to a different "platform" has been a prolonged shambles. Customers have been bombarded with contradictory emails and texts regarding the timing of this background service, with dates slipping back and back. Why on earth do customers need to be embroiled in the apparent techno-mess at Kent Reliance? Numerous banks have merged and evolved their services and IT almost seamlessly, simply informing customers of any changes in sort codes and account numbers via secure messaging - that has safety built in. Alas not Kent Reliance, as after this alarming build up they:
1. Tell you to log in very shortly - never mind that holiday or work!
2. Find you have zero in the account that had £85+ a month ago.
3. Put you through to a call centre that appears to be in a different country, who then want you to tell them every detail of the account and your identity, which Kent Reliance must know already - Classic Scam RED FLAGS!
4. After expressing preference to continue access online, you are directed to a different login URL and use a "username" that many customers either do not have or have not used for years. The first login option has for many years been to log in with your User ID - a different set of characters.
5. Thus, cannot use the supposedly secure link if you have been using User ID to log in, so back to the call centre with the worrying red flags!
6. Regardless of the integrity or otherwise of this call centre, the very necessity of asking people to recite over the phone numerous highly confidential details is exposing customers to additional security risk, not to mention stress and hours of time wasted.
The Ombudsman Service certainly needs to look into these practices and at least use this as a case study of extremely bad management, IT shambles, and severe customer disservice.

Footnote 1: when into the 'new platform' the statement layout is bland, not even including the name associated with the account (other than Hi (first name). For those of us with well justified internet scepticism, who like to keep off-line records for safety, it's not easy to print this page and even your first name disappears if you use normal methods! Had to use Snip & Sketch to create an offline copy that included my name from a different part of my screen.

Footnote 2. OSB/Kent Reliance does not like criticism, however constructive. Their AI churns out an almost standard response then they ask for more detail. My review was hardly lacking in detail but what would AI know! They also seek to identify through Trustpilot who we complainers are!!

Months of uncertainty moving to new platform. Complex instructions on the move. Far too many instructions for savers to feel comfortable - especially the elderly. The upshot is, their customers are needlessly put through a confusing and stressful event. Like many others I want to leave them. There are more competitors out there who value their customers more.

I left a very poor review for KR back in April over the total mess they have made of moving customers onto their new user platform. Unfortunately, matters have got even worse. My uncle who is a frail and vulnerable 91 year old is a KR customer and managed to set up his user details for the new portal. He logged in to find one of his accounts, (with a substantial balance) was "missing". After a call with KR he was merely told that this account "should" apppear on the new portal in "about a month". This is absolutely unacceptable and a clear breach of the Consumer Duty. I am currently preparing a report to the FCA on this matter copying in KR's chief compliance officer, Kimberly Law.

Website easy to understand when making deposits and withdrawals

It's always a pleasure to visit your Maidstone branch. The assistants are all very pleasant & helpful.

Process is easy and KR keep you informed of changes to your savings etc. They also offer an excellent competitive interest rate.

I have had many problems over the years - maturity instructions ignored. Money disappearing for days. now i get emails saying we r moving you to the new system - oh no we are not - yes we are - no we are not - it all creates stress. I am running down my money with Kent and going elsewhere

KRIs easy to navigate and did havdegood interest rates.Bit unsettled with the new online services as I have both an ISA AND A BOND maturing early August and not sure where my money will go?

Good customer service, competitive savings rates. New platform
Is much more efficient .

Working with Kent Reliance has been brilliant but am now moving most of my money from the ease access account because you have reduced the interest rate - can get 4.5% elsewhere!