I use the Stamford branch and prefer to speak face to face rather online. Found staff to be friendly and knowledgeable. I do agree with some comments that online system does seem to be unco-perative... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve been an investor with the Melton Building Society for several years and recently opened an on-line account. They were happy to take a cheque, cash it and then afterwards wrote to me asking me for... See more
Company replied
I liked the interest rate very much. Applying for the account on line was unsuccessful rejected for no apparent reason. I phoned and told an application form would be forwarded, no reason given for re... See more
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I have had contact from Melton B.S and they have tried their best to put things right. They also explained the reason behind their initial decision and a little about some recent problems they were ha... See more
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Company details
Written by the company
The Melton is a modern, mutual building society that has been serving the people of Melton Mowbray and the surrounding area since 1875. Our success is built on being an independent, mutual society, that places customers (or members) at the heart of everything we do. Being a mutual means we don’t have to pay shareholders dividends. So we can share the results of our success with our members through higher interest rates for savers, lower rates for borrowers and providing better services.
Contact info
Mutual House, Leicester Road, Melton Mowbray, Leicestershire, LE13 0DB, Melton Mowbray, United Kingdom
- 01664 414141
- melton@mmbs.co.uk
- www.themelton.co.uk
3.5
Average
254 reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Oh dear oh dear.
Oh dear oh dear.
The launch of their new digital platform has been pretty poor in my opinion. Having advised us by email of the forthcoming upgrade to their online portal, which granted was well overdue, there has been no update or correspondence since.
Went to the new log in page and fumbled about trying to use my regular account numbers etc to no success. Eventually tried the 'activate now' button and again tried to use existing account codes only to be told 'invalid data'
Eventually somehow located the 'step by step' guide (why they could not have emailed this to their customers is beyond me) and have now created my account.
I had a regular payment from my saving account to my nominated bank account which should have been paid on the 7th. It wasn't.
Decided to do a 'faster payment' (normally processed within 2 hours) on Friday. Eventually showed up as processed on the Melton site on Saturday. Sunday morning and still not in my nominated account.
Unbelievably as other commentators have said the Melton is still technically 'answering phones from just 9am to 4pm Monday to Friday although you cant get through.
Email from Thursday night remains unanswered.
No extra staff? No apology? No email? No extending switchboard times?
Quite shockingly executed upgrade to be honest. Customer or communications director should be considering their position as this has not gone well and tarnished their image quite badly
October 12, 2025
Unprompted review
Reply from Melton Building Society
Hello,
Thank you for taking the time to provide us with some feedback.
We’re disappointed to hear how you feel about how we've executed our system upgrade, and we're sorry that you have had trouble reaching us.
Our teams are still adjusting to the new way of working following a significant upgrade to our systems, so we are taking a little longer than normal to help customers with their queries, and call volumes are higher than we were expecting.
We have been sharing what information we can, as soon as we can, during this period of transition for us so apologies if you feel that the communication from us hasn’t been as you would expect.
If you’ve left us a message or emailed us, we will get back to you as soon as possible; however, if you want to send us an email with your contact details to operationssupport@mmbs.co.uk, we can get in touch to try and assist you.
We hope you’ll bear with us during this period and that you soon start to see the benefits that this upgrade offers our customers.
Many thanks,
Kayleigh
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Reaching maturity.
My account was reaching maturity & I needed it moving to another location & wanted confirmation that my request would be carried out, But that was not achieved & contact with the company is difficult. Not enough emphasis is attached to the customer; without whom they cease!
October 10, 2025
Unprompted review
Reply from Melton Building Society
Hello,
Thank you for taking the time to leave us a review.
We’re sorry to hear you’ve found contacting us difficult. Our teams are still adjusting to the new way of working following a significant upgrade to our systems, so we are taking a little longer than normal to help customers with their queries, and call volumes are a little higher than we were expecting.
We try to put the customer at the heart of everything we do, so we’re saddened to hear that you feel we haven’t attached enough emphasis on the customer in this scenario. We’re always keen to understand how we can do better, which your feedback will help us to do.
If you’ve left us a message or emailed us, we will get back to you as soon as possible; however, if you want to send us an email with your contact details to operationssupport@mmbs.co.uk, we can get in touch to try and assist you.
Thank you
Kayleigh
Can't access my account since the…
Can't access my account since the digital update (although it doesn't appear anything great has changed) but also can't get through on the phone and I await a reply to my email. Their phone service has always been suspect but it's even worse now. They badly need an app.
October 10, 2025
Unprompted review
Reply from Melton Building Society
Hi Roy,
Thank you for taking the time to provide us with some feedback.
We’re working through a few ‘quirks’ in our new system and in the meantime have provided some guidance for members on our website which if you haven’t already tried you may find helpful, you can find that here: https://www.themelton.co.uk/how-to-register/ We hope that once you are able to get logged in, you’ll be able to see the enhanced functionality available on the upgraded system.
We’re sorry that you’ve had difficulty reaching us. Our teams are still adjusting to the new way of working, so are taking a little longer than normal to help customers with their queries, and call volumes are a little higher than normal.
If you’ve left us a message or emailed us, we will respond as soon as possible. Alternatively, if you'd like to send us an email with your contact details to operationssupport@mmbs.co.uk, we can get in touch to assist you.
Thank you
Kayleigh
The systems upgrade and ongoing lack of support
The systems upgrade and lack of access to the portal more than 10 days later means I cannot manage my account in the timeframe required for a matured account and I risk loosing out on a re-investment opportunity that I have signed up for. The lack of any phone support which just hangs up after 2 minutes is appalling. Apart from the implementation, someone has made a big mistake in risk assessing this upgrade.
October 10, 2025
Unprompted review
Reply from Melton Building Society
Hi Izaq,
We are sorry to hear of your disappointment and the difficulty you’ve experienced reaching us.
Our new portal has been up and running for a few days, so once you've activated a new profile, if your account is a non-ISA account maturing in October you can input maturity instructions online. Additionally, postal maturity packs were also sent at the start of this week to all maturing customers.
If you haven't already accessed it, we do have a step by step guide on our webpage, which you may find useful. You can find that here: https://www.themelton.co.uk/how-to-register/.
We have been experiencing higher volumes of calls than normal due to the launch of our new system, and our teams are still adjusting to the new way of working, so we aren't getting to calls as quickly as we would like. If you’ve left us a message or emailed us, we will get back to you as soon as possible; however, if you want to send us an email with your contact details to operationssupport@mmbs.co.uk, we can get in touch to try and assist you.
Thanks,
Kayleigh
Unfortunate system upgrade
AS others are saying I cannot get onto the new system. I have tried contacting by phone and by email but have no replies. I don't need to get at the money but would like to check the balances have transfered correctly for myself. Late on allowing access to system and then it says that information is incorrect when try to register. Very poor image. I have been with the melton over 50 years and always thought customer service was good but this changeover has been appalling
October 9, 2025
Unprompted review
Reply from Melton Building Society
Hello,
Thank you for taking the time to provide us with some feedback.
We’re sorry to hear you’ve had difficulty reaching us. We have been experiencing higher volumes of calls than normal due to the launch of our new system, and our teams are still adjusting to the new way of working, so are taking a little longer than normal to help customers with their queries.
We’ve been keen to get our new online portal up and running for customers as soon as we could and we’re still working through a few ‘quirks’. We have provided some guidance for members on our website which you can find here: https://www.themelton.co.uk/how-to-register/ which you may find helpful.
If you’ve emailed and left us a message, we will get back to you to help you through the process should you still experience difficulty with the above.
We hope you’ll bear with us during this period and that you soon start to see the return of the level of customer service you’ve come to expect of us.
Thank you,
Kayleigh
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Not impressed
The juxtaposition of Melton making changes to their online systems (September/October), my c27 month fixed rate bond maturing (October) and going away on holiday (starting mid October) was unfortunate as I wanted the assurance of knowing that I would be able to give Melton my maturity instructions before I went away.
As it happens, it all worked out OK but it was a worrying time. Melton’s communications were poor. They told you when you would NOT be able to do things online but not when you would be able to resume online activity and, in my particular case, when I would be told, other than in very general terms, what my maturity options were. When they did eventually commit to a ‘go live’ date for online activity to resume, they failed to meet it. It did not inspire confidence.
I also found strange some of their requirements for registering for their new online portal. For example:
Put a nought in front of your account number as the new system needed an 8 digit account number and theirs were only 7 digits.
Do not put the nought in front of your mobile phone number when entering it.
Use dashes rather than slashes between date, month and year when entering a date of birth. I don’t think I’ve come across that one before.
Sending 6 digit one time passwords by email. Most other financial institutions I work with send them by text to a mobile.
I suspect many of their online customers have had a few problems registering.
All in all, this experience does not leave me feeling kindly disposed towards the Melton. I think it displays a lack of real customer focus – it was all about them and not about the customer. Because of that I think I’ll reinvest my matured funds with another financial institution. There are plenty of them out there!
October 9, 2025
Unprompted review
Reply from Melton Building Society
Hi Clive,
Thank you for taking the time to provide us with some feedback, which we will we take on board.
We’re sorry you feel our communication hasn’t been great; we have been sharing what information we can, as soon as we can, during this period of transition for us so apologies if you feel this hasn’t been as you would expect.
We try to put the customer at the heart of everything we do, which is why we’ve been keen to get our new online portal up and running for them as soon as we possibly could, so naturally, we’re disappointed to hear you feel we’ve lacked customer focus on this occasion.
We’re working through a few ‘quirks’ in our new system and in the meantime, have provided some guidance for members on our website to try and ease them through the registration process and enable customers with maturing accounts to provide us with their maturity instructions online.
We’re sorry if you feel we’ve missed the mark on this occasion, but we do welcome your feedback on how we can do better.
Thank you
Kayleigh
My savings account is due to expire and…
My savings account is due to expire and I need to decide on my options. Have been unable to login to my account since the weekend and it is impossible to get through on the phone. The reason given on their site is a “system upgrade”!! Very poor excuse! I’m wondering if they have been hacked
October 7, 2025
Unprompted review
Reply from Melton Building Society
Hi Juliet,
Maturity packs for accounts maturing in October were sent by 1st class post to customers at the start of this week, so should be arriving within the next day or so.
We are sorry for the period during which you have been unable to access your account. We can assure you our systems are secure and have not been compromised.
We have undergone a significant upgrade to our systems, which we are pleased to say is now complete, and you should be able to access your accounts via our new portal. All the information you need is on our homepage themelton.co.uk.
Thanks
Kayleigh
NOT CONTACTABLE!!
I had an appointment scheduled with a mortgage adviser today and no one has contacted me. i have emailed twice and tried calling 4 times but no one answers the phone. very unprofessional and not at all helpful.
October 6, 2025
Unprompted review
Reply from Melton Building Society
Hi Holly,
We're so sorry that your appointment didn't go ahead as planned.
We understand someone will be in touch with you soon.
If you experience any further issues, please feel free to contact us at marketing@mmbs.co.uk, and we can escalate this for you.
Thanks
Kayleigh
Impossible to contact by phone
Impossible to contact by phone: leave you on hold then an automated message says they’re too busy and will call you back. Still waiting for the call back… meanwhile can’t access my money. Really poor.
September 25, 2025
Unprompted review
Reply from Melton Building Society
Hi,
Thank you for providing us with feedback. We're sorry to hear that you havestruggled to get through to us on the phone.
If you are still experiencing difficulty reaching us, please email your details to marketing@mmbs.co.uk and we will escalate this.
Many Thanks,
Kayleigh
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Can’t open online when requesting…
Can’t open online when requesting initial password nobody’s answering the phone have tried emailing but not accepting my email’s
September 18, 2025
Unprompted review
Reply from Melton Building Society
Hi Mick,
Sorry to hear you are having trouble reaching us. If you could forward your email to marketing@mmbs.co.uk, we will ensure this is sent to the correct department to deal with your query.
Many thanks,
Kayleigh
Accessible by phone and helpful…
Accessible by phone and helpful knowledgeable staff
August 12, 2025
Unprompted review
Reply from Melton Building Society
Hi Liz,
Thank you for taking the time to leave us a review.
We're delighted you found our teams to be helpful and that they were able to support you with their knowledge.
We hope you continue to enjoy dealing with us.
Thanks
Kayleigh
Friendly staff
Friendly staff, and no long queues. All seemed very well informed - about the arrangements for the end of a savings offer period for example.
September 1, 2025
Unprompted review
Reply from Melton Building Society
Hi Ed,
Thank you for leaving us a 5* review!
We hope you to see you in branch again sometime soon.
Kayleigh
Grantham Branch are amazing
I visited my local Grantham branch last Thursday 28th and Saturday 30th and was served by a lovely blonde lady who was sat in the kiosk nearest the entrance . She is such a lovely chatty lady and it’s always a pleasure visiting when she is there . She has blonde shoulder length hair … keep up the fantastic work you all do in branch . Melton Mowbray building society was my first ever savings account all those years ago . They offer I believe the best savings interest rates ever . Top customer service too
August 27, 2025
Unprompted review
Reply from Melton Building Society
Hi,
Thank you so much for taking the time to leave us a review.
We're pleased to hear you had a great experience in Grantham. We'll pass on your feedback.
We hope you continue to enjoy saving with Melton Building Society.
Kayleigh
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An efficient and punctual service
An efficient and punctual service. Any staff I spoke with were helpful, friendly, and efficient. Thank you.
September 2, 2025
Unprompted review
Reply from Melton Building Society
Hi James,
Thank you so much for leaving us a 5* review!
We hope you continue to enjoy dealing with Melton Building Society.
Thanks,
Kayleigh
Great local services
Friendly, knowledgeable and professional staff who are always ready to help. I have three accounts with the Melton. Interest rates are nearly always competitive. Branch is very convenient for where I live but does not open on Saturday which is disappointing.
September 1, 2025
Unprompted review
Reply from Melton Building Society
Hi Gareth,
Thank you for taking the time to leave us a review and providing some feedback.
We are delighted that our friendly colleagues have been able to provide you with the support you required.
Our branch opening hours have been determined based on demand in the local area, unfortunately, that means some locations are closed on Saturday. However, if you do need us on a Saturday, a couple of our locations remain open. You can find the details of our alternative locations and their opening hours here: https://www.themelton.co.uk/branch-finder.
Thanks
Kayleigh
We opened a fixed rate account with a…
We opened a fixed rate account with a small amount and contacted the melton by phone to say we wanted to open this account as BOE had lowered interest rates and add within the 30 day window whenothersavingshad matured. The melton noted our account and we sent the extra funds and have got back the book duly updated. Service was as we expected.
August 11, 2025
Unprompted review
Reply from Melton Building Society
Hi,
Thank you for taking the time to leave us a review.
We're really pleased that we were able to help you with your maturing account, and we hope you continue to receive the service you expect from us.
Many thanks,
Kayleigh
The team were always quick to respond…
The team were always quick to respond to emails and very polite. I had a mortgage with them for 7 years and found the very easy to deal with.
August 21, 2025
Unprompted review
Reply from Melton Building Society
Hi Ian,
Thank you for choosing Melton Building Society.
We are delighted to have played a small part in your home buying journey.
We hope you'll consider us for any future financial needs!
Thanks
Kayleigh
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Recently opened Regular Saver…
I recently opened a Regular Saver account which offers a good rate of interest, a comparatively high monthly allowance, and is flexible to allow withdrawals if needed.
Perhaps in future the Society will move to allow online account opening for new members, rather than via post.
August 22, 2025
Unprompted review
Reply from Melton Building Society
Hi,
Thank you for taking the time to leave us a review.
We're pleased to hear you've been able to find an account in our range to suit your needs.
We have been investing in our digital platform, so we hope to improve the application experience for both new and existing customers soon.
Thanks,
Kayleigh
What a palaver!
Opened a Regular Saver account, which meant I had to print out a form and post it in, wait the best part of two weeks for a couple of letters to be posted back to me. Then I had to phone them and talk to a real person to get the second half of the login password. They were "experiencing high call volumes" so I had to leave a message and wait for a call back several hours later, which I missed, so had to phone them again the next day... It's no doubt a secure process, but in these days of apps, biometric logins and 2FA it seems very outdated to have to go through all that palaver. I'm used to being able to open accounts using an app or online instantly - two weeks delay, snail mail and phone calls to get passwords is very out of date. The online access is also missing a key function - to withdraw you have to visit a branch or, you guessed it, send them a letter..!
EDIT: Thanks for the reply. Good to hear you're aware there's an issue and are already addressing it. Increasing my rating from two stars to three. :)
EDIT 27th Oct2025: Melton have rolled out their updated site, but I can't register because they don't have a mobile number on file for me. Customer services advise the only way to fix it is to post them a letter with my mobile number which I've done and am now waiting for it to be added. They did send out an email a few days before the upgrade, but it didn't advise I should add my mobile number otherwise I wouldn't be able to access my account. Another unnecessary pain in the backside for their customers that could have been easily avoided! Decreasing to one star.
August 25, 2025
Unprompted review
Reply from Melton Building Society
Hi,
Thank you for taking the time to provide us with some feedback.
We are aware that at times our online system and processes can feel a little cumbersome. As a result, we’ve been investing in our online capabilities, so we hope you'll see an improvement in our digital platform very soon.
Thanks
Kayleigh
Helpful, knowledgeable and friendly
I recently opened an ISA and was impressed with the friendliness and expertise of the lady I dealt with. The rate offered was competitive and I prefer to deal with a mutual rather than a commercial bank. Back in 1979 when mortgages were difficult to obtain the Melton were able to provide us with one and even apologised that we would have to wait until the following week! We have had various accounts with them ever since.
September 1, 2025
Unprompted review
Reply from Melton Building Society
Hi Simon,
Thank you for taking the time to leave us a review and for choosing us back in 1979!
We are proud that we continue demonstrating the same mutual values that led you to choose us back then.
We hope you continue to enjoy saving with us long into the future!
Many thanks,
Kayleigh
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