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Alliance Leicester |
Founded in 1852, Alliance and Leicester converted from a building society to a bank in 1997. It is one of the 100 largest companies in the UK, and with 5.5 million customers is currently the seventh largest bank in the UK.
Alliance and Leicester focuses on mortgages, retail savings, current accounts and personal loans. They are in partnership with MBNA to offer credit cards and credit facilities. They use Legal and General for investment and life insurance planning, and also offer other insurance through Zurich.
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I have a savings account with A&L, and have just transferred a large inheritance into it. The account has since become `unavailable`. When I phone, they tell me it will be available tomorrow - it has been over a week now. When I get access to it again, it will be moving to Halifax online banking along with my current account and ISA.
| Posted by ad on the 1st August 2010 |  |
I had an online saver with A&L a couple of years back and found no problem. However, this time I had opened another Online Saver 7 account as they were transferring over to Santander. For two months this account has been registered online but with funds showing as unavailable. Telephone help takes forever and has not resolved the issue. They say the money is there but is not showing Online. So how am I supposed to use this money then? Am still awaiting resolution and failing this will be taking it to the Financial Ombudsman. To be fair assistants have been courteous and tried to help but A&L should be avoided like the Plague at this moment.
| Posted by Joyce Reed on the 30th July 2010 | |
No point detailing my catalogue of woes but these guys set a new standard in lacklustre substandard service.
Like others here I feel 1 star is too good and that I wish I had read these reviews before taking the plunge.
They tried to scam me on my £100 bonus, were unable to send me log-in details and I spent months trying to reason with people that, quite frankly, didn't seem to care.
One former employee tries to defend this by saying 'customers just want to fight'. Actually they don't but nobody wants to call about the same problem more than once only to be fobbed off or held in a hellishly long queue at great personal expense. All this just to get very simple administrative things done such as acquiring the right to access their money.
Oh my god these guys are horrendous. The fact that there are hundreds of complaints here all rated 1 star and that nobody from Alliance and Leicester has even batted an eyelid or attempted to mend their reputation smacks of arrogance and complete disdain for their customers.
Like others here I feel 1 star is too good and that I wish I had read these reviews before taking the plunge.
They tried to scam me on my £100 bonus, were unable to send me log-in details and I spent months trying to reason with people that, quite frankly, didn't seem to care.
One former employee tries to defend this by saying 'customers just want to fight'. Actually they don't but nobody wants to call about the same problem more than once only to be fobbed off or held in a hellishly long queue at great personal expense. All this just to get very simple administrative things done such as acquiring the right to access their money.
Oh my god these guys are horrendous. The fact that there are hundreds of complaints here all rated 1 star and that nobody from Alliance and Leicester has even batted an eyelid or attempted to mend their reputation smacks of arrogance and complete disdain for their customers.
| Posted by Jamie Hinks on the 30th July 2010 | |
I've had a online account with Alliance and Leicester for almost a year now, I noticed on a few occasions that I would check my balance and go back next day and my balance had changed, however it never showed any reason that money had been deducted from my account. I went into my local branch and was told they had limited access to account and I would need to ring up. I rang and was told I had obviously bought something with my card, which I had but when you check you account you have your balance and available balance in view, I always go by available balance as the other one is what is held to be paid out for card transactions. I got nowhere with the advisor on this occasion.
A few weeks later I logged on to find I had been charged £15 for been over drawn when I knew full well I had not been,rang up again this time was giving the same story about card transactions I explained my situation about the 2 balance and threatened to close my account, they agreed to refund the fee but made it clear they wouldn't do it again.
Yesterday I withdrew £200 from my account, which left £143.66 balance and an available balance of £61.11. I just logged on now to check my account as I had to withdraw the rest of my funds and surprise surprise I am now £13.51 overdrawn, I haven't bought anything or used my card, pending payments of £86.00 have been taken and I understand that but in no way should that make my balance right I should have £56 still in my account.
Will ring up tomorrow but no doubt I'll get nowhere yet again.
A few weeks later I logged on to find I had been charged £15 for been over drawn when I knew full well I had not been,rang up again this time was giving the same story about card transactions I explained my situation about the 2 balance and threatened to close my account, they agreed to refund the fee but made it clear they wouldn't do it again.
Yesterday I withdrew £200 from my account, which left £143.66 balance and an available balance of £61.11. I just logged on now to check my account as I had to withdraw the rest of my funds and surprise surprise I am now £13.51 overdrawn, I haven't bought anything or used my card, pending payments of £86.00 have been taken and I understand that but in no way should that make my balance right I should have £56 still in my account.
Will ring up tomorrow but no doubt I'll get nowhere yet again.
| Posted by georgina bamford on the 30th July 2010 | |
I've now been without internet banking for a week. When I rang up the first time I was told it would be fixed within 48hrs. That passed and still no joy. So I phoned again and was a security question that frankly astounded me. I was asked to name a recent transaction. Well how could I, that was the whole point, I couldn't see any transactions !!! So the stupid woman who I have to say was as helpful as an ashtray on a motorbike, refused to carry on the conversation rather than ask me another question to confirm who I was. Consequently I am now leaving A&L, they are the worst bank I have dealt with, and their staff not only over the telephone and in branch are rude, unhelpful and as far as I'm concerned no better than bank robbers themselves.
| Posted by AT on the 29th July 2010 | |
Just before leaving the country for one month I paid a cheque into my current account and transferred money from my online savings account. Two days later I wrote two cheques that would then leave approx. £16 in my account. A&L decided to charge £25 as I did not allow 4 days for a cheque to clear. This left my account £8.72 overdrawn. As I was out of the country and unaware of what had happened, my account remained £8.72 overdrawn for 31 days, resulting in further charges of £165!! After my first telephone complaint the £25 was refunded as a 'goodwill gesture' by a very unfriendly, bordering on rude, call centre staff member. I went through the complaints procedure but received 2 letters from two different 'Complaint Resolvers' who tell me that the fees have been correctly applied and enclosing a Financial Ombudsman Service leaflet. Their Customer Service is appalling and they take no consideration of the fact that my account has never been overdrawn before and would not have been overdrawn for more than one day (if you believe that it takes 4 days for cheques to clear!) had it not been for their £25 charge. There was also considerable funds in my online savings and ISA accounts.
I am in the process of taking up my complaint with the Ombudsman and my husband and I will close all our accounts with A&L. It is noticeable that the complaints on this site have considerably increased this year. Anyone who wants fair and efficient banking DO NOT BANK WITH A&L. I would give them a minus rating if this site would allow.
I am in the process of taking up my complaint with the Ombudsman and my husband and I will close all our accounts with A&L. It is noticeable that the complaints on this site have considerably increased this year. Anyone who wants fair and efficient banking DO NOT BANK WITH A&L. I would give them a minus rating if this site would allow.
| Posted by Mrs D Parsons on the 29th July 2010 | |
Customer Service !!
I have been a A&L customer for over 26 years - the level of customer service is, to say the least, dismal. Held in a telephone queue for 22 minutes one day. I tried again the following day, got an adviser after 11 minutes who passed me on to another adviser I was still waiting 20 minutes later.
It's a joke, wake up before you lose my substantial accounts. Rating less than 1.
I have been a A&L customer for over 26 years - the level of customer service is, to say the least, dismal. Held in a telephone queue for 22 minutes one day. I tried again the following day, got an adviser after 11 minutes who passed me on to another adviser I was still waiting 20 minutes later.
It's a joke, wake up before you lose my substantial accounts. Rating less than 1.
| Posted by John Gaynor on the 28th July 2010 | |
THE WORST BANK IN THE WORLD!!!
If I could rate this bank minus 5 stars I would. It does not deserve 1 star!
I have now been 3 weeks without internet access or telephone access to my accounts! So every time I need to make a transaction or check my balance I have to call them and speak to a rep. Tonight I was holding for 20 mins and the person I spoke was incredibly rude and then just hung up on me! So I was holding for a further 30 mins to speak to someone just to check my balance and make a transaction!!!!!
I made a formal complaint 3 weeks ago which was only passed to the correct dept after 7! Yes 7! phone calls. Of course they promised to call me back the next day and surprise surprise - NOTHING.
As a bank they are horrendous, their customer service is abysmal, their complaints procedure is ineffective. They are a very poor bank and as soon as I can I will be closing my account with them!
AVOID THIS BANK !
If I could rate this bank minus 5 stars I would. It does not deserve 1 star!
I have now been 3 weeks without internet access or telephone access to my accounts! So every time I need to make a transaction or check my balance I have to call them and speak to a rep. Tonight I was holding for 20 mins and the person I spoke was incredibly rude and then just hung up on me! So I was holding for a further 30 mins to speak to someone just to check my balance and make a transaction!!!!!
I made a formal complaint 3 weeks ago which was only passed to the correct dept after 7! Yes 7! phone calls. Of course they promised to call me back the next day and surprise surprise - NOTHING.
As a bank they are horrendous, their customer service is abysmal, their complaints procedure is ineffective. They are a very poor bank and as soon as I can I will be closing my account with them!
AVOID THIS BANK !
| Posted by Ms W on the 26th July 2010 | |
If you are considering opening an on-line account with Alliance and Leicester/Santander PLEASE READ THIS FIRST
THE ONLINE BANKING BALANCE LIES TO YOU!!
OMG I thought I'd be the only person with a complaint against this awful company, but it appears not to be the case. Still I have what appears to be a 'unique' problem (or is it?)
I have on-line banking and a hefty overdraft. Early last week I checked my bank account to make sure that there was sufficient money to cover the remaining direct debits. The balance on my accounts was in the region of 1475 overdrawn with a balance available of 2.79. Quick calculation in my head that there was a 22.52 direct debit due to go out and that this was included in the difference between the balance on the screen and the available balance. As my agreed overdraft is 1500 and with only one 7.99 direct debit going out on the 23rd the same day as the salary was paid in I arranged for my partner to pay £10 into the account on Thursday (this was the earliest we could do it due to partners working hours and my inability to drive due to badly sprained ankle). Thought I'd covered it this time, but apparently not. Received a letter on Saturday saying that I'd been charged 25.00 for them allowing the 22.52 to clear. OK thinks I, maybe hubbie has made a withdrawal from this account by mistake - online system unavailable over the weekend, so lets phone up find out where it all went wrong this time. Rang unhelpful CSR explained situation asked for details of any other withdrawals. Told there weren't any additional withdrawals but that account was 1497 overdrawn on the 16th July - before the 22.52 was withdrawn. Er no I said - the screen clearly said that the balance on my account was 1475 o/d - add to that the 22.52 direct debit and that brings you up to the 1497, after which I put in £10 to cover the last d/d. No said the CSR it was overdrawn by 1497 before the 22.52 was withdrawn. So why did the balance on my account - which you would expect to be accurate - not show the true balance of my account?
Sorry Mrs Bull our system is undergoing essential maintenance and I can't look that up for you at the moment. Oh and by the way you're going to be charged another £25 for the 7.99 we've allowed to clear on the 22nd! So I've received £50 in bank charges for twenty pounds worth of overdraft for less than 2 days BECAUSE THEIR ON-LINE SYSTEM LIES. It occurred to me later that evening that this isn't the first time I've thought that there were sufficient funds in my account - based on the balance they displayed on the screen - only to receive unexpected charges. In total I've probably had to pay this bunch hundreds of pounds in unnecessary charges either because I've relied on this false information or because the bank charges I've received based on this have made my account go over the limit in subsequent months. Wish I'd taken a screen dump of the account details at the time, but you don't think to do that if you don't foresee a problem.
I KNOW with 100% certainty that the information on the on-line system on Monday was EXACTLY as I've described above. When I mentioned that I believed Alliance and Leicester were falsifying information the CSR became extremely nervous - I'm sure I'm not the only person who has been conned in this way. Please - are there others of you out there who've experienced this? was advised by the CSR to write to the Company, which I shall be doing. However, judging by previous comments made on this site I shan't be holding my breath for this to be resolved. Like a previous post I would like to give this Company a zero rating, but have given them the lowest I can possibly give instead.
TO ANY PROSPECTIVE CUSTOMERS - READ THIS AND ALL THE OTHER POSTS - AND DO NOT TOUCH THIS COMPANY WITH A BARGE POLE.
THE ONLINE BANKING BALANCE LIES TO YOU!!
OMG I thought I'd be the only person with a complaint against this awful company, but it appears not to be the case. Still I have what appears to be a 'unique' problem (or is it?)
I have on-line banking and a hefty overdraft. Early last week I checked my bank account to make sure that there was sufficient money to cover the remaining direct debits. The balance on my accounts was in the region of 1475 overdrawn with a balance available of 2.79. Quick calculation in my head that there was a 22.52 direct debit due to go out and that this was included in the difference between the balance on the screen and the available balance. As my agreed overdraft is 1500 and with only one 7.99 direct debit going out on the 23rd the same day as the salary was paid in I arranged for my partner to pay £10 into the account on Thursday (this was the earliest we could do it due to partners working hours and my inability to drive due to badly sprained ankle). Thought I'd covered it this time, but apparently not. Received a letter on Saturday saying that I'd been charged 25.00 for them allowing the 22.52 to clear. OK thinks I, maybe hubbie has made a withdrawal from this account by mistake - online system unavailable over the weekend, so lets phone up find out where it all went wrong this time. Rang unhelpful CSR explained situation asked for details of any other withdrawals. Told there weren't any additional withdrawals but that account was 1497 overdrawn on the 16th July - before the 22.52 was withdrawn. Er no I said - the screen clearly said that the balance on my account was 1475 o/d - add to that the 22.52 direct debit and that brings you up to the 1497, after which I put in £10 to cover the last d/d. No said the CSR it was overdrawn by 1497 before the 22.52 was withdrawn. So why did the balance on my account - which you would expect to be accurate - not show the true balance of my account?
Sorry Mrs Bull our system is undergoing essential maintenance and I can't look that up for you at the moment. Oh and by the way you're going to be charged another £25 for the 7.99 we've allowed to clear on the 22nd! So I've received £50 in bank charges for twenty pounds worth of overdraft for less than 2 days BECAUSE THEIR ON-LINE SYSTEM LIES. It occurred to me later that evening that this isn't the first time I've thought that there were sufficient funds in my account - based on the balance they displayed on the screen - only to receive unexpected charges. In total I've probably had to pay this bunch hundreds of pounds in unnecessary charges either because I've relied on this false information or because the bank charges I've received based on this have made my account go over the limit in subsequent months. Wish I'd taken a screen dump of the account details at the time, but you don't think to do that if you don't foresee a problem.
I KNOW with 100% certainty that the information on the on-line system on Monday was EXACTLY as I've described above. When I mentioned that I believed Alliance and Leicester were falsifying information the CSR became extremely nervous - I'm sure I'm not the only person who has been conned in this way. Please - are there others of you out there who've experienced this? was advised by the CSR to write to the Company, which I shall be doing. However, judging by previous comments made on this site I shan't be holding my breath for this to be resolved. Like a previous post I would like to give this Company a zero rating, but have given them the lowest I can possibly give instead.
TO ANY PROSPECTIVE CUSTOMERS - READ THIS AND ALL THE OTHER POSTS - AND DO NOT TOUCH THIS COMPANY WITH A BARGE POLE.
| Posted by Janice Bull on the 25th July 2010 | |
Lies, more lies and more lies, how long do customers have to suffer. Can anyone like directors explain. Managers go away from the desk and and they say call back and they don't tell staff. If the manager does not do her job I am sure someone is out looking for employment that can do her job better than she can do.
| Posted by Philip on the 22nd July 2010 | |
The change to Santander has resulted in me losing access to a couple of my accounts online. When I called the helpdesk I was told I failed security and would have to go to a branch. Branch has no idea why I failed security except that these two accounts have been transferred to Santander but I had phoned A&L helpdesk. Only way to get access to my accounts is to re-apply for internet banking which will take several weeks. Meanwhile I will not be able to check balance, pay bills etc etc. Nothing they can do they say.
As soon as I can get hold of my money I will be transferring to another bank.
As soon as I can get hold of my money I will be transferring to another bank.
| Posted by Kath on the 21st July 2010 | |
How dare any company refuse to allow their customers to speak to anyone in management. I have been told lies by 3 people in their call centre and each one has given a different excuse. Bottom line is they have my money and I can't access it until they get around to issuing a new debit card, despite there being nothing wrong with my current card. Think they get their staff from the dole office and it's obvious they never give them any training. According to the latest person I spoke to, my card can expire any time in the month, despite it being printed with expires end of..... Where do they find these people? According to the switchboard they have a huge complaints department and according to the person I spoke to they don't have a complaints department at all. Their written complaints procedure claims that a senior manager will write to you after 56 days if the complaint hasn't been resolved - I've never had a complaint resolved and never heard from a senior manager so I suppose that's just another lie.
| Posted by Jon Tack on the 21st July 2010 | |
Haven't used my account in TWO YEARS just got informed at my branch that I owe them around £200. FOR WHAT?! They can't even tell me that, but for some reason I'm expected to pay up?! The customer service is abysmal - I work for an investment bank and they tried to tell me that international routing numbers did not exist so I couldn't access or transfer my pay from abroad. Closed my account today they can go suck a fat one if they think they'll get another penny of my cash.
| Posted by Sage on the 21st July 2010 | |
Customer services have gone out the window, they leave you on hold for an hour, pass you from one person to another, as they don't have a clue what your problem is, the third person sorted my problem where I wasn't allowed to deposit money where I wanted to. I then ask to order a new card so bang they put you on hold for another half hour and counting!
| Posted by Anon on the 21st July 2010 | |
Rip-off charges from the Alliance and Leicester. I was charged £5 for being overdrawn £7.16 for one day. Customer service have never replied to my complaint about it. Unfortunately with this review system, you can't give zero stars.
| Posted by Steve Miller on the 20th July 2010 | |
The switch to Santander is proving to be a nightmare!! No access to internet banking for 3 weeks now and no one can tell me how long it's going to be before I can get back online. No other way to view my accounts, unless I wait on a paper statement. Noticed a £25 charge due to fund not being available, even when I explained my wages had gone into my account the same day to cover payments they refused to refund the charge!
If things don't improve A&L/Santander are going to find themselves without a lot of customers!!!
VERY POOR CUSTOMER SERVICE!!
If things don't improve A&L/Santander are going to find themselves without a lot of customers!!!
VERY POOR CUSTOMER SERVICE!!
| Posted by Deborah M on the 18th July 2010 | |
They have blocked my debit card. When I ring up they say they can't remove the block, because they don't know it was applied. The proceeds of a house sale were recently transferred into the account, so the block is preventing me getting a higher return on the money than 0.1%.
| Posted by Nigel Heys on the 17th July 2010 | |
A & L are jokers!!!!
They took away my overdraft facility because I don't use it.
What's next - my insurers take away my car insurance because I haven't made a claim?
Or will cricketers have their boxes removed because they haven't been hit in the nuts by a 90mph cricket ball yet?
Madness, idiocy, short-sighted buffoonery.
They took away my overdraft facility because I don't use it.
What's next - my insurers take away my car insurance because I haven't made a claim?
Or will cricketers have their boxes removed because they haven't been hit in the nuts by a 90mph cricket ball yet?
Madness, idiocy, short-sighted buffoonery.
| Posted by Kieran on the 16th July 2010 | |
1. Whilst shopping in Asda, I discovered that my Alliance & Leicester debit card wouldn't work.
2. Had to leave my shopping in customer services while I tried the card in all 3 cash machines outside, but service was denied so I couldn't even see my balance.
3. Abandoned my shopping (sorry Asda) and drove across town to visit Alliance & Leicester branch. I explained the problem to the staff and was put on the phone to customer services, who didn't answer the phone. I asked the staff if I could make a withdrawal to tide me over until the problem is sorted. Do you have your driving licence? Unfortunately not. Do you have your passport? I wondered if SHE had HER passport. Withdrawal denied, weekend ruined, week ahead with no money.
4. Called in at local branch (now Santander) and explained the problem. Again I was put on the phone to customer services. After listening to a loop of "your call is now in a queue", thank you for waiting for 10 minutes, someone finally picked up the phone and told me that I need to visit an Alliance & Leicester branch.
5. In the presence of some fellow 'valued customers' I gave the branch staff a little customer feedback, and informed them that I would be closing my account (just as soon as can access my money!).
6. Drove ten miles to the nearest major town and asked directions to the local branch of Alliance & Leicester, only to discover that it had become Santander. Explained my predicament all over again, and waited ten minutes to be told exactly the same thing all over again.
7. Opened a new bank account with the Halifax, and currently in the process of transferring all details across and closing my Alliance & Leicester account.
2. Had to leave my shopping in customer services while I tried the card in all 3 cash machines outside, but service was denied so I couldn't even see my balance.
3. Abandoned my shopping (sorry Asda) and drove across town to visit Alliance & Leicester branch. I explained the problem to the staff and was put on the phone to customer services, who didn't answer the phone. I asked the staff if I could make a withdrawal to tide me over until the problem is sorted. Do you have your driving licence? Unfortunately not. Do you have your passport? I wondered if SHE had HER passport. Withdrawal denied, weekend ruined, week ahead with no money.
4. Called in at local branch (now Santander) and explained the problem. Again I was put on the phone to customer services. After listening to a loop of "your call is now in a queue", thank you for waiting for 10 minutes, someone finally picked up the phone and told me that I need to visit an Alliance & Leicester branch.
5. In the presence of some fellow 'valued customers' I gave the branch staff a little customer feedback, and informed them that I would be closing my account (just as soon as can access my money!).
6. Drove ten miles to the nearest major town and asked directions to the local branch of Alliance & Leicester, only to discover that it had become Santander. Explained my predicament all over again, and waited ten minutes to be told exactly the same thing all over again.
7. Opened a new bank account with the Halifax, and currently in the process of transferring all details across and closing my Alliance & Leicester account.
| Posted by Daniel on the 16th July 2010 | |
I am an A&L customer but only for as long as it takes to cancel my account. It is wrong that you are charged between 5 and 10p per minute to call them and then you are left on the phone for up to an hour before speaking to anyone. I cannot leave a 0 rating so to be posted I must leave 1, I give them no ratings whatsoever. Main complaint is my friends who are living in France and have the purchase money with A & L for their new home. A & L refuse to send it to them now for over a month. Lengthy phone calls get nowhere letters of complaint do not get a reply. They are about to lose their new home and deposit of some £25,000. Yes £25,000 because A&L will not release their money. I am disgusted with them and will never use them again and advise everyone else to look else where.
| Posted by Nick atkins on the 16th July 2010 | |
As I used to work for Alliance and Leicester I can see both points but I don't agree with the bad customer service everyone in there have a limit to what they can do and most customers like to threaten you if they think you are just passing the book but there are people who can't be bothered helping people but there are people that try there best to help their customers even though they have a company like a&l that they are up against because they do not care about customers they want profit and it was horrible trying to help customers and coming up against brick walls. I agree that a&l are a bad bank but some customers just called up to argue and reading some of the reviews there are some people complaining about things your bank can't help you with but overall I totally agree with the fact they are awful but not the majority of customer service.
| Posted by nananalad on the 15th July 2010 | |
Have just been waiting on hold for over 40 mins to speak to an advisor (at 21:15) as my debit card keeps being declined even though my balance is in credit....enough said I think...
| Posted by Abby on the 14th July 2010 | |
My son has an premier21 account with alliance and leicester which is a online banking account. He told them that he did not want on line banking so they said they would send him statements, which he received once in two years. All was ok until Nov 09 when he removed £50 cash from a cash machine from his account, this was the first he had taken out as he was using it as a savings account. From this day money went missing without his knowledge, he did not find out until end Feb 10' when he went to withdraw his savings, he then put in a further £200 to cover his phone payment he had just set up, A&L did not tell him he had wracked up bank charges. He told them his money was missing and they took his card off him but didn't close the account, the bank charges then went up to £265 when I went to sort it out. He closed the account with a voluntary closure and they are now looking into fraud. The bank manager did not seem to care but by these reviews my son is obviously not the only one. Hopefully he will get his money back but it totals to over £800 all from scams on the internet where HE had NEVER USED HIS CARD.
| Posted by Marilyn Brown on the 14th July 2010 | |
I wish I had read these comments before I so stupidly opened an account with them. I am still waiting for my customer number, pin number, sort code etc. which have not arrived, despite repeated phone calls, and yet have come home today to a letter saying I am £10 overdrawn! It has taken me 30 mins (yes!!!!) to get through, three lots of 10 mins on hold, only to be cut off automatically after 10 mins and then having to go through the whole rigmarole of the recorded voice and pressing buttons and holding and listening to daft music.... And then, which I finally got someone, I was told that I will have to go into a branch and pay the £10 before they will close my account. So they have made £10 with their incompetence, and I have not had any use out of the account whatsoever. No wonder bankers get richer...
| Posted by Olivia Brown on the 13th July 2010 | |
Do not bank with this bank. their customer service is absolutely non existent.. The fact they have 1 star and 171 comments says it all - in fact 1 star is incredibly generous. It took me 3 months to access my account online! And the branch never returned my calls. They just do not care about their customers - please go elsewhere.
| Posted by Susan Cooksley on the 13th July 2010 | |
I've been an Alliance & Leicester customer for over 10 years. The service seems to be going rapidly downhill - very quick to apply disproportionately large fees, very slow to respond to complaints, they don't apologise for mistakes and it's pot luck what standard of service you get if you ring the call centre. From my experiences with them I couldn't recommend them to anyone.
| Posted by Lesley Fraser on the 12th July 2010 | |
They transferred ISA before maturity in error.
Closed bond in error- 6 months on still in dispute.
Multiple transfers on phone and just pop you on hold!!!
Minus rating would be good.
Closed bond in error- 6 months on still in dispute.
Multiple transfers on phone and just pop you on hold!!!
Minus rating would be good.
| Posted by Fizz on the 9th July 2010 | |
Been with A+L 6 years and overnight they've proved themselves completely incompetent. I have had no access to my own bank account for 7 days due to their error. I have now been told it'll be another 10 days because they ballsed up AGAIN. I am actually amazed by how badly wrong they get things. I'm out first chance I get.
| Posted by Gillian M on the 8th July 2010 | |
Mixed feelings really, the bad point twice in six months my card has been blocked i rang customer services for an explanation both times the reason was they needed me to verify a few transactions these were wat i considered not suspicious a few in asda and 1 to itunes how is this suspicious? on one hand it is good that they are on the ball but a simple phone call would be ok not just block my account and not tell me, although i do find the internet and call centres easy to use and can understand the people on the other end of the phone. I however am looking elsewhere to open a new account as im scared to use my card incase they see the transaction as suspicious i would bet my life that if my card had been stolen they wouldnt notice. Not impressed.
| Posted by Kayleigh Rooney on the 8th July 2010 |  |
I have been with Alliance and Leicester for 2 years and have had too many problems to list them all (most are covered below).
Alliance and Leicester are worse than loan sharks and will never let you go once they see you as a target for their scam. Any time an issue occurs with this bank (and it happens a great deal due to their inconsistent time scales and inappropriate and disproportionate fees) they pass on details to the credit reference agencies to hit your credit rating. As soon as I realised how ruthless their charging system is I tried to switch back to my old bank but was turned down due to a bad credit rating as a result of my dealings with Alliance and Leicester. I had to get a basic bank account (feature and facility free accounts for the desperate) out of desperation to leave and am pursuing complaint all the way through to the ombudsman to get some justice. ONE STAR IS TOO MUCH ... AVOID!
Alliance and Leicester are worse than loan sharks and will never let you go once they see you as a target for their scam. Any time an issue occurs with this bank (and it happens a great deal due to their inconsistent time scales and inappropriate and disproportionate fees) they pass on details to the credit reference agencies to hit your credit rating. As soon as I realised how ruthless their charging system is I tried to switch back to my old bank but was turned down due to a bad credit rating as a result of my dealings with Alliance and Leicester. I had to get a basic bank account (feature and facility free accounts for the desperate) out of desperation to leave and am pursuing complaint all the way through to the ombudsman to get some justice. ONE STAR IS TOO MUCH ... AVOID!
| Posted by Lee wants to leave on the 8th July 2010 | |
I feel unjustly treated by the Alliance & Leicester. They advertise to switch to them and you get a reward of £100 I never received this and I was told I didn’t have funds in my account between October to March when I was having my salary paid into the account and direct debits were leaving the account?? (I was told to take it up with the switching team). I add to no avail and no help whatsoever.
Staff in the branch were rude & unhelpful.
Also I had a direct debit that they had paid out after I was switching everything back to Barclays to which it should have been cancelled by the other company admittedly. Even still I received 25 charge & 5 daily charges occurring I received a letter stating I had gone over but no mention of the daily charges!!
I closed the account down and paid £173 - Direct debit payment £36, £25 fee for honouring the direct debit and for being overdrawn for 17 days £5 daily. I make that total to be £146 so I am unsure where the other £27 comes in to effect.
STAY AWAY FROM THIS BANK DAYLIGHT ROBBERY!
If only I had seen this site before opening an account with A&L I would never have gone there.
Staff in the branch were rude & unhelpful.
Also I had a direct debit that they had paid out after I was switching everything back to Barclays to which it should have been cancelled by the other company admittedly. Even still I received 25 charge & 5 daily charges occurring I received a letter stating I had gone over but no mention of the daily charges!!
I closed the account down and paid £173 - Direct debit payment £36, £25 fee for honouring the direct debit and for being overdrawn for 17 days £5 daily. I make that total to be £146 so I am unsure where the other £27 comes in to effect.
STAY AWAY FROM THIS BANK DAYLIGHT ROBBERY!
If only I had seen this site before opening an account with A&L I would never have gone there.
| Posted by Joanna Edgar on the 29th June 2010 | |
Lost my cheque payments, no help until I contacted fsa for some help, charges on my account when it was the banks fault, and to top it all direct debts from my account that don't belong to me, zero customer service, very unhelpful, I have now left this bank for another, the worst banking service in the UK,
| Posted by L BUGDEN on the 29th June 2010 | |
AVOID this bank. In 2008 I opened what I thought was a current, I decided not to use it never activated the cards nothing, didn't receive any statements. The problem arose 6 weeks ago when I received a letter from a&l stating I'd gone over my overdraft and now owed them £280 plus any additional charge for sending out a letter and £5 per day until I paid the amount. So I got on the phone explianed my situation and was told it would be logged and passed on to a manager, 1 week later....nothing so called them again and was told they couldn't speak to me as I didn't have a customer security number. So I went to my local branch...spoke to the manager she was so helpful, she phoned up someone for me to talk to as i was informed that the account I'd opened was a £5 per month premium account??? and could only b dealt with via telephone and e-mail. Anyway I yet again the people on the phone were unhelpful and RUDE. My frustration was showing and so the lady at the branch advised me to pay the amount to prevent a&l handing it over to another firm to deal with (debt collectors). After discussing with her my options I decided to do this as I didn't want my credit rating to be affected. The lady in the branch gave me details of the financial ombudsman, of which I contacted that day. Within 4 days I received a letter from a&l basically saying it was my fault the charges were incurred however they would refund the money that I'd paid. All fine and well except i've been waiting 4 weeks now for my cheque to arrive! If it goes to 8 weeks I can contact the financial ombudsman again and they will investigate further. The people they have on the telelphone need retraining!
| Posted by K Miller on the 24th June 2010 | |
I requested Alliance and Leicester to open a standard current account for me but instead they opened a premium current account. I put about £50 in the account and forgot that i had an account with them. Because i wasnt topping up my account with over £500 each month Alliance and Leicester decided to charge me £5 a month. After about 10 months i got a statement from them and realised what was happening. I decided to ring them and due to not having a landline i had to ring of my mobile. Firstly i waited in the que for about good 10 minutes. Once i got through the rude guy on the phone told me that he was going to transfer me to someone else. Once he transferred me thorugh to another line all i got was a recorded voice message saying we sorry were very busy at the moment please call later. Since that i have tried my best to find the email address to contact them but can.t find it anywhere. I have wrote them a letter to close my account down and sent it recorded delivery. I am totally annoyed with them and would not recommend them to anyone.
| Posted by Altaf Hussain on the 23rd June 2010 | |
As a school leaver i took up an apprenticeship, during these two years i was earning just over £100 a week. A+L pushed a big overdraft on me and then over the course of the two years charged me nearly £1500 of associated fees. Four years on and i still have the overdraft after being told that if i settled the account i would lose my right to claim the money back (as there charges were in CLEAR violation of the law). i have recently become unemployed and now A+L are charging me over £100 a month in overdraft fees because i slipped £3 over my limit and didnt notice, allowing there £5 a day charge to snowball despite the fact i have ABSOLUTELY ZERO income. DO NOT involve yourself in anyway with these people, especially if you are young _ they will exploit you in order to fund ther own bonuses.
| Posted by mr Davvis on the 22nd June 2010 | |
If you value your sanity - do not bank with Alliance and Leicester - they do not have a clue what they are doing and are extremely unpleasant people. From their useless customer call centre in Bootle to their complaints departments; they are all useless and very rude people who do NOT help you. I moved over a year ago to them and have now had to open a proper bank account with another high street bank and NOT a building society masquerading as a bank. Alliance and Leicester will quite happily ruin lives and destroy your fuuture. PLEASE do not bank with these incompetent fools, otherwise you will regret it!
| Posted by Margy on the 22nd June 2010 | |
was unknowingly £3 overdrawn for 2 weeks and did'nt receive any letter. i found out when i deposited some money into the account, bank clerk said there'd be no charges because the accounts not over £10 overdrawn. the money i deposited was for my mobile phone and something i bought off ebay, but they used the money to pay their charges which left me in more dept. charging me another £50 for not paying my mobile phone and my item off ebay, plus another £65 for the £5 a day because my accounts in the red.
i need to pay £145 tomorrow so i can close the account......
WHAT A JOKE OFF A BANK!!!
i need to pay £145 tomorrow so i can close the account......
WHAT A JOKE OFF A BANK!!!
| Posted by Les Belcher on the 21st June 2010 |  |
Have had two really bad experiences with this awful bank. Their staff are rude and unhelpful and the lot of them have a completely Jobsworth atitude. In the process of winding up my mothers estate which they are not helping by delaying replies to the sols. Visits to the branch have only casued me more stress and high blood pressure. I would never ever dream of investing any money into this Mickey Mouse organisation. They are beyound dreadful. Lets hope the CEO reads all the reviews. Not even worht 1 star rating.
| Posted by Jill on the 20th June 2010 | |
Absolutely avoid Santander. The staff have no understanding of the new processes and after complaining that repeate the same mistake, and not just once! A completely incompetent bank. Just going through their final complaints farce now and don't expect much - it's been going on since April and has been the most stressful process I've had to endure. I've tried leaving a zero rating but have to give them at least one star - they don't even deserve that.
| Posted by Natasha on the 11th June 2010 | |
A llce and Leics closed wrong fixed rate bond, we have two - when queried at branch husband got put out on street for saying sort it out, I took load of insolence and more errors still waiting for explanation of money paid back as compensation for lost interest - now 3 months on. they threatened to close all our accounts but we are doing that anyway. Also closing old Abbey now Santander account. Some helpful and apologetic staff but generally awful customer service. no stars
| Posted by Felicity Gelder on the 10th June 2010 | |
OMG! I have NEVER received such poor service from ANY company. It is possible I will be insane by the end of today thanks to Alliance and Leicester! I am unable to use my bank card despite there being plenty of money in my account - they keep not authorising my card when I use it to pay. This has been a problem for two days now, I have phoned them four times already today and the useless misinformation ranges from 'there is absolutely nothing wrong on your account, no blocks in place, it's the retailers fault', to 'we have a system where our card can't be used on Tesco's website because it's untrustworthy', to 'yes, there was a block on your account but it's absolutely been lifted now' (it hadn't), to 'i promise your card will work next time - the computer says it will. The last three colleagues you spoke to might've said that, but they didn't mean it. I really mean it' (the card didn't work next time). I really don't know where to go next, they suggest that I'm imagining my card doesn't work and the retailers are conspiring against them, because their 'system' is absolutely sure there is no problem on my account (obviously there is). Grrrr. And don't get me started on their outrageous;y disproportionate charging system, and incorrect and delayed calculations of your 'current balance'. Please, please PLEASE avoid this bank like the plague. Utterly incompetent. p.s. I have NEVER posted on a forum like this before - never felt the need to protect my fellow consumers as much as today.
| Posted by merseygirl on the 8th June 2010 | |
alliance leicester are the wost company i have known. staff are rude. nobody takes up your complaints phone number for norwich is 01603 765399 head office is 0116 201 1000 but if phone them your be wasting your time as they are a joke
| Posted by stephen trett on the 8th June 2010 | |
All I would like to do is speak to a person regarding my internet bank account. I have been blocked from my account on line; I rung the internet help line but had to put the PIN number in to get any access - which again tells me I am blocked - I left work early to go to my branch and 'lo and behold' they close at 4pm. All emails have a NOreply; The branches cannot be accessed unless you put your pin number in (which they have de-activated) - I am at screaming point. They have my money and I cannot access it - I will now take more time off and remove my £36,000 savings - they obviously don't care whether I bank with them or not - so NOT is my option.
| Posted by Avril Williams on the 8th June 2010 | |
Absolutely, the only bank I have ever had problems with. On two occasions, clients have used their Fastrack service to make payments to my account. Both have taken ovewr 4 working days. Completely unacceptable. Every other bank transfers funds far far quicker.
| Posted by J s on the 4th June 2010 | |
The worst imaginable business in every possible way. I should have turned and run when they accidentally closed my account. Two and a half years later I am still paying unpaid direct debits and standing orders that ware all stopped when my account was closed. Today I have had enough and will never go into the Bath branch again I am transferring my account to another bank. I waited for thirty five minutes to be served and then the awful woman behind the counter was rude as usual, no apologies for keeping us all waiting and asked me if I wanted a mortgage with them, she asks me every week and she knows the answer and that I do not wish to be asked every week. TERRIBLE TERRIBLE bank. Avoid at all costs
| Posted by emma Hubble on the 2nd June 2010 | |
I've had several run-ins with A&L since opening an a/c with them in 2006. They are noticeably cavalier with their customers in-branch - staff will push you to examine your finances when you're quite content with how things are set up. They act like car sales staff! The bank seems to me to be focused on optimising profit rather than keeping a balance between customer satisfaction and profit. Very greedy, very poor systems, very poor customer interface - relying on big interest rate on current accounts to keep accounts. You need to be tough with them - they're not oriented to seeing their clients as individuals so need reminding when they screw up.
| Posted by Chris Steiner on the 30th May 2010 | |
A&L told me to close my account three years ago after they paid back my charges. I did. Two months ago I found out that they had put bad payments on my credit file. When I contacted them after endless wild goose chases and irrelevant letters they told me that they had no record of me closing my account. The account was still in credit and there are no standing orders or direct debits against it but they still won't remove the slurs on my credit report. When I complain they say the subject is closed. They are a dangerous bunch and should be avoided at all costs.
| Posted by Diane on the 29th May 2010 | |
I clicked on a link promising £100 reward for opening an account, which I did. After 3 months and several calls I have still not received the reward. Finally I was told this morning that I opened a direct, not a current account! The funny thing is that the word direct suggests easy access, but it is anything but. They take 10 mins+ to answer the phone, the website is impenetrable, and despite being based in central London, there is no branch around here. I left First Direct after 15 years to join A&L to punish them for not rewarding my loyalty. Now I am going back with my tail between my legs!
| Posted by Richard Taylor on the 28th May 2010 | |
I am so glade to have stumbled upon this website and to know that I am not the only one having such an outrageous time with A&L. They have charged me hundreds of pounds over the year I have been with them, once for being £3.50 overdrawn. This is less then the amount they charge for being overdrawn per day!!! whilst I have complained and they have admitted I have been lied to... They record calls so they could only admit the truth, they still will not refund the full amount. They are the most terrible bank and I would never ever give them my money ever again. If anyone is thinking of banking with this bank, no matter how attractive the offer is DON'T. I will be the first to compliment companies on the services they give but have had nothing but trouble with this bank from the off. They want your money and will be very accommodating when getting it but when the tables are turned it is a very different story. TERRIBLE BANK!
| Posted by C Brown on the 24th May 2010 | |
These guys are a perfect demonstration of total incompetence.
My father died in January, and absolutely everything with A&L has been a disaster - from the local branch not canceling his DDs and SOs for two weeks to being 'three weeks behind with our work so have not got round to writing the cheque for the account balances' (still only one out of three received after four weeks of chasing...).
Worst of all - even if you finally do manage to speak to someone, it is impossible to find anyone that can do anything for you. Oh - and the complaints department are the worst of the lot.
They tried to convince me to open an account - not a hope!
My father died in January, and absolutely everything with A&L has been a disaster - from the local branch not canceling his DDs and SOs for two weeks to being 'three weeks behind with our work so have not got round to writing the cheque for the account balances' (still only one out of three received after four weeks of chasing...).
Worst of all - even if you finally do manage to speak to someone, it is impossible to find anyone that can do anything for you. Oh - and the complaints department are the worst of the lot.
They tried to convince me to open an account - not a hope!
| Posted by IjB on the 20th May 2010 | |
It is difficult to put into words how incompetent this bank is. Nothing can describe the frustration encountered in trying to solve event the simplest problems. Several months ago I was delighted to be able to find enough money to pay of my overdraft and close the account. Of course even this has proved impossible. Despite three visits to the branch and the intervention of the branch manager the accounts remains open. I have a bottle of champagne in the fridge waiting for the letter that says I am finally rid of these people, I just hope it's opened very soon!
| Posted by John Richardson on the 17th May 2010 | |
I'm shocked this bank is allowed to trade, they won't even let me transfer my money out of this kip, I have been charged twice for them not being able to do an international transfer (Global banking humm). Rude Rude Rude young bags in the office shouting over me, complaints dept. what a joke they know the ship is sinking... Honestly it's time to get to the life boats before they take a boat each. Please note I'm not trying to case a RUN ON A+L BANK.
| Posted by Dave on the 17th May 2010 | |
Alliance & Leicester is the worst banking service I have ever encountered. The staff are extremely incompetent. They were unable to tell me whether an account existed or how to even open a new account. 3 staff working together could not open an ISA account for me. They are only interested in selling you rip off investments. I am closing my accounts with them and will never use them again.
| Posted by Willam Laidlaw on the 13th May 2010 | |
Customer Service - a joke. Have been given wrong information on several occasions - trying to get it rectified - customer always in the wrong. No customer respect. To speak to a manger you are promised a call back but it will take days!!! that is if you get one. Don't deserve any stars.
| Posted by aileen robertson on the 13th May 2010 | |
Worst bank I have ever dealt with. My story is too long to go into and I am worried I might be carted off in a straight jacket if I think about it again. Could everybody on this page who has had trouble please send complaints to customer.satisfaction@santander.co.uk, their head of commercial banking said he will look at this page because of all the poor reviews.
| Posted by Sammy on the 13th May 2010 | |
I opened an Online Saver account back in March. It has taken 2 months and countless calls to them to get access to it. AVOID at all costs.
| Posted by Barny on the 11th May 2010 | |
I have £40,000 retail funds from an inheritance to invest in an Alliance & Leicester Online Saver Issue 7 account quoted as a recent 'Best Buy'. Alliance and Leicester have been unable to provide me with a PIN since March 2010 that will enable me to check and operate this Internet account. I have been kept holding on average for 15 minutes at a time on their premium charge 'Customer Services' number. When I get through, I am assured a PIN has been ordered 'that will be with me within 5 to 6 days'. On a security issue - who are they sending this personal information to? Certainly not me. The only assurance I have had is verbal that my £1,000 initial investment is in the account. I have successfully split up this estate between Nationwide, Halifax and Tesco (just received confirmation of first £300 interest earned since December). Leave anything with the name Santander alone!!! I has similar issues trying to open an ISA with them last year. Apparently, according to their security system I don't exist!
| Posted by Ian Petrie on the 8th May 2010 | |
Alliance and Leicester wrecked my credit rating. I exceeded my overdraft limit for one week by £35 for the first time ever. This was due to a silly oversight on my behalf. I expected to be charged for this which I was but I didn't expect them to enter a 2 on my credit file! A 2 means that I was over my limit for 2 to 3 months. I asked them to rectify it to a 1 but they refused. A 1 means that I have been overdrawn by up to a month. I went to the Financial Ombudsmans service and an adjudicator ruled in my favour, said they were being unfair and asked them to change it. Again they refused and said that it was their own system and they put a 2 on anybody's credit file who has ever been overdrawn. I now, for the first time in my life, am unable to get a loan, credit card or anything else. This matter is still going on and has been referred to the Financial Ombudsman himself for a final decision. I have told them that I am telling Watchdog and Which magazine about this story and I have now got my MP involved. They need to be stopped. They seem to think they are untouchable. I will let you know what happens. Also they lost very sensitive personal information of mine. Totally ruthless and incompetent. Deal with them at your peril! I wish I could give a minus instead of a star as an accurate marking.
| Posted by Linda Jones on the 3rd May 2010 | |
So glad to see so many adverse comments about this bank - I thought it was just me. I'm surprised though that it is not possible to vote in black balls. You cannot apparently register a comment without giving at least one star - please read no star at all for my review.
I paid a deposit on a new car ( bought in Bradford) on 11 April 2010, with agreement that balance would be paid on 30 April 2010. As I was going to be on holiday in Devon on that date (I live in Warwickshire), I rang A&L customer services on 13 April to find out how to transfer the money. I was assured that so long as I rang before 11 am on 30 April and was prepared to pay a fee of about £30.00 there would be no problem. I rang at 9.05 am on 30 April - after going through excruciatingly long-winded service selection and security checks. The adviser brightly advised me that the easiest way to pay for my car would be to ring the branch and make a payment with my debit card. Oh, I thought - why did the person I spoke to last not suggest this? However, no way - car dealers not interested, so back to long winded process and different adviser... I need to make a payment today I said (10.10 by this time). OK she said, and took me through further involved security checks. That will go through today? I asked, anxious about what would happen if it didn't. Oh yes she said - but we'll be calling you back on your home number to make further checks. I'm on holiday in Devon I said for the umpteenth time. Could you not go home she said... After we'd established that I would not be going home, she reluctantly accepted my mobile number, but was unable to say when I would get the call. I arrived at a wonderful pub by the sea for lunch to find I'd missed a call, so rang back. Through long-winded process, etc and spoke to - a different - adviser, who confirmed (several times in response to my now somewhat desperate scepticism) payment would be made today.
Arriving at 3.15 in a pretty village and ready for tea, I saw I had received a further call. I rang back - through same long-winded process - and spoke to probably the most insolent customer services assistant I have ever come across. Had I specified that I wanted to make a chaps payment? No, what is chaps? I'd asked for payment to be made today I said. Oh well, that could mean two things she said - either that process is set up today and goes into the other account at a later date or that payment is actually completed on the same day. (In fact, A&L had failed to set up either of these processes.) Baffled and getting annoyed, I attempted to explain (yet again) the circumstances, only to be told to stop interrupting her, she could tell I was getting frustrated that we were going round in circles and that I could not speak to the person who had confirmed the transaction at 12.30 (he might have gone home and anyway she could not tell who it was) and that I could not speak to a manager they did not deal with this sort of problem). I hung on for an hour at which point her nerve gave up before mine and she agreed to transfer me to a manager.
I only had to listen to the aggressively bright, scratchy soundtrack for seven or eight minutes before I eventually got to speak to Terry. Terry was a bit more polite - but as stoically unhelpful as his lady subordinate. However, I didn't get long to talk to him, because the money ran out on my phone. (Tip to others - talking to A&L on the mobile is cripplingly expensive.) After topping it up I (foolishly) tried again. Same long-winded process, etc and through to yet another adviser. Could he put me through to Terry? No he couldn't do that - he didn't know the number... managers did not deal with that sort of thing, etc. - and oh yes, Terry had written a note on my file - could I go to a post office and draw out £9000+ (in rural South Devon!!!!) and take it to a Nat West branch (car dealer's banker) and pay it in. Time now 4.20.
Absolutely desperate by this time, I drove into Totnes to look for an A&L, only to discover that it had closed at 4.00. Followed grovelling and humiliating apologies to car dealer.
Saturday 2 May - back to Totnes to try again. Branch assistant took lots of security details, including my driving license (that was new) and rang Head Office to see what could be done. They would authorise me drawing money in cash (if there was enough in the till.) Could this process not be short-circuited by them transferring immediate payment to car dealer? I asked tentatively. Sadly not - but I could use branch phone to speak to dread Head Office and arrange chaps payment. Slightly shorter long-winded process followed - hello Phil, who was very surprised to hear about my problems the day before and was absolutely certain he could arrange payment today for fee of £30. Agreed! I only needed about ten firm assurances that payment would go through before I was confident enough to leave the branch.
Imagine my surprise today (now back at home) to discover money still in my account... Phone call to customer complaints who assured me that chaps payments are definitely not made on Saturdays, but it was OK - the arrangement had gone through and would definitely be paid on Monday. NO I said - it's a Bank Holiday on Monday. Oh yes, she said, it'll go through on Tuesday, as though I'd be pleased. After all, I'm supposed to picking the car up on Monday and I'm sure the dealers won't mind me driving it away, with my assurance that payment on Tuesday is a dead cert.
Yes she could see they had made mistakes she said and she would be getting someone to contact me about it - but only probably in the next five days and probably on my home phone. I'll be staying in especially for that, I'm sure. Next on my list for today - looking for a new bank.
I paid a deposit on a new car ( bought in Bradford) on 11 April 2010, with agreement that balance would be paid on 30 April 2010. As I was going to be on holiday in Devon on that date (I live in Warwickshire), I rang A&L customer services on 13 April to find out how to transfer the money. I was assured that so long as I rang before 11 am on 30 April and was prepared to pay a fee of about £30.00 there would be no problem. I rang at 9.05 am on 30 April - after going through excruciatingly long-winded service selection and security checks. The adviser brightly advised me that the easiest way to pay for my car would be to ring the branch and make a payment with my debit card. Oh, I thought - why did the person I spoke to last not suggest this? However, no way - car dealers not interested, so back to long winded process and different adviser... I need to make a payment today I said (10.10 by this time). OK she said, and took me through further involved security checks. That will go through today? I asked, anxious about what would happen if it didn't. Oh yes she said - but we'll be calling you back on your home number to make further checks. I'm on holiday in Devon I said for the umpteenth time. Could you not go home she said... After we'd established that I would not be going home, she reluctantly accepted my mobile number, but was unable to say when I would get the call. I arrived at a wonderful pub by the sea for lunch to find I'd missed a call, so rang back. Through long-winded process, etc and spoke to - a different - adviser, who confirmed (several times in response to my now somewhat desperate scepticism) payment would be made today.
Arriving at 3.15 in a pretty village and ready for tea, I saw I had received a further call. I rang back - through same long-winded process - and spoke to probably the most insolent customer services assistant I have ever come across. Had I specified that I wanted to make a chaps payment? No, what is chaps? I'd asked for payment to be made today I said. Oh well, that could mean two things she said - either that process is set up today and goes into the other account at a later date or that payment is actually completed on the same day. (In fact, A&L had failed to set up either of these processes.) Baffled and getting annoyed, I attempted to explain (yet again) the circumstances, only to be told to stop interrupting her, she could tell I was getting frustrated that we were going round in circles and that I could not speak to the person who had confirmed the transaction at 12.30 (he might have gone home and anyway she could not tell who it was) and that I could not speak to a manager they did not deal with this sort of problem). I hung on for an hour at which point her nerve gave up before mine and she agreed to transfer me to a manager.
I only had to listen to the aggressively bright, scratchy soundtrack for seven or eight minutes before I eventually got to speak to Terry. Terry was a bit more polite - but as stoically unhelpful as his lady subordinate. However, I didn't get long to talk to him, because the money ran out on my phone. (Tip to others - talking to A&L on the mobile is cripplingly expensive.) After topping it up I (foolishly) tried again. Same long-winded process, etc and through to yet another adviser. Could he put me through to Terry? No he couldn't do that - he didn't know the number... managers did not deal with that sort of thing, etc. - and oh yes, Terry had written a note on my file - could I go to a post office and draw out £9000+ (in rural South Devon!!!!) and take it to a Nat West branch (car dealer's banker) and pay it in. Time now 4.20.
Absolutely desperate by this time, I drove into Totnes to look for an A&L, only to discover that it had closed at 4.00. Followed grovelling and humiliating apologies to car dealer.
Saturday 2 May - back to Totnes to try again. Branch assistant took lots of security details, including my driving license (that was new) and rang Head Office to see what could be done. They would authorise me drawing money in cash (if there was enough in the till.) Could this process not be short-circuited by them transferring immediate payment to car dealer? I asked tentatively. Sadly not - but I could use branch phone to speak to dread Head Office and arrange chaps payment. Slightly shorter long-winded process followed - hello Phil, who was very surprised to hear about my problems the day before and was absolutely certain he could arrange payment today for fee of £30. Agreed! I only needed about ten firm assurances that payment would go through before I was confident enough to leave the branch.
Imagine my surprise today (now back at home) to discover money still in my account... Phone call to customer complaints who assured me that chaps payments are definitely not made on Saturdays, but it was OK - the arrangement had gone through and would definitely be paid on Monday. NO I said - it's a Bank Holiday on Monday. Oh yes, she said, it'll go through on Tuesday, as though I'd be pleased. After all, I'm supposed to picking the car up on Monday and I'm sure the dealers won't mind me driving it away, with my assurance that payment on Tuesday is a dead cert.
Yes she could see they had made mistakes she said and she would be getting someone to contact me about it - but only probably in the next five days and probably on my home phone. I'll be staying in especially for that, I'm sure. Next on my list for today - looking for a new bank.
| Posted by Judith Wilkinson on the 2nd May 2010 | |
Wow! I am astounded at the complaints on here! I must be one of the few lucky ones. I've banked with them for ten years and chose them because I live in a remote area and have to bank through the post office and online. I find the online system easy to use, very efficient, low bank charges for my authorised overdraft and any telephone calls have been to polite and friendly staff. Someone asked how you get to speak to a human. This is one of the best things about calling them - I always speak to a human, with an easy to understand accent too! It may be that the poster hasn't registered for telephone banking. I've had a few problems over the years, sometimes my own mistake and once a cheque that got lost in the post. Each time A & L have helped me resolve my problems successfully. They even dropped a bank charge that was caused by my mis-calculation. I hope that switch to Santander doesn't change the great service I've had so far.
| Posted by ladybirdscot on the 16th April 2010 | |
Been an A & L customer for 7 years and never missed a mortgage payment. Had an existing portable mortgage for £135,000 and wanted to move house and reduce my mortgage to £80,000. They told me I no longer fitted their criteria. They charged me £4000 in early repayment fees and waiting until two days before completion (the application had been in for a month) to decline the mortgage. Totally disgusted and currently seeking professional advice.
| Posted by Tracey Brown on the 14th April 2010 | |
Avoid this bank at all costs! My whole family used to bank with them but have closed five accounts with them due to bad attitude and customer service. We first banked with Leicester Building Society and had been with them ever since. No account of customer loyalty!!
| Posted by Jackie on the 13th April 2010 | |
Strung along our son for a mortgage (a mortgage for £60000 when he was putting down £52500), thank you A&L for stringing him a long for a month. Accepted by phone then declined after a month. They will no doubt be pleased to know (if anyone in your organisation actually DOES give a hoot) that if necessary we will be funding his house (partly with the money we get out of their hands as we intend to cease all business with A&L).
Will be making an official complaint. We were quite disgusted with the poor service provide to our son. Our business is going elsewhere and we will be communicate the failings & poor performance of Alliance & Leicester to all our friends, work colleagues, internet blogs and anyone else prepared to listen.
AVOID ALLIANCE AND LEICESTER! (Given one star as the site will not allow zero stars!) Incompetence bordering on arrogance.
Will be making an official complaint. We were quite disgusted with the poor service provide to our son. Our business is going elsewhere and we will be communicate the failings & poor performance of Alliance & Leicester to all our friends, work colleagues, internet blogs and anyone else prepared to listen.
AVOID ALLIANCE AND LEICESTER! (Given one star as the site will not allow zero stars!) Incompetence bordering on arrogance.
| Posted by Janette Strike on the 11th April 2010 | |
Absolutely useless. I left Abbey to join this bank. They are both owned by Santander - need I say more. Kept blocking our internet access and took weeks to send a replacement PIN which wouldn't work because they had set up multiple IDs. They even would not transfer our DD and SO details when we decided to leave them. Eventually got some action when we Emailed their CEO direct.
| Posted by John Woodward on the 10th April 2010 | |
DON'T ever bank with A&L they can not be trusted, I have had countless amounts of fraud on my account and they never do nothing to help, countless calls, emails and letters. I ask for monthly statements but to help the environment they don't do this no more!! I work away a lot and don't have the time to check my online banking and can't always get on cos of problems one reason or another. This has been on going since Nov 09. I have changed banks but can't close the account as they say I owe them money even though there are transactions on mine that have nothing to do with me!!! Quick to get money owed but not as quick to get the money back to you.
| Posted by edward on the 28th March 2010 |  |
OH MY GOD!!!
I honestly thought I was the only one going through this situation with A&L. But after reading all these comments I now know I'm not alone. A&L are complete utter useless idiots and know how to make there profit by charging you for ridiculous bank charges. I never get to see my full income as I am always somehow overdrawn by a couple of quid!! Also there time scale is ridiculous paying by card is not worth it as it doesn't show until 3 days later.
I could go on but I think everyone is getting the gist of how rubbish A&L are. My advice is stay away there are so many better banks/facilities out there to try, needless to say I'm in the middle of closing my bank account at A&L and setting up somewhere else.
I honestly thought I was the only one going through this situation with A&L. But after reading all these comments I now know I'm not alone. A&L are complete utter useless idiots and know how to make there profit by charging you for ridiculous bank charges. I never get to see my full income as I am always somehow overdrawn by a couple of quid!! Also there time scale is ridiculous paying by card is not worth it as it doesn't show until 3 days later.
I could go on but I think everyone is getting the gist of how rubbish A&L are. My advice is stay away there are so many better banks/facilities out there to try, needless to say I'm in the middle of closing my bank account at A&L and setting up somewhere else.
| Posted by Gemma Westmore on the 25th March 2010 | |
Terrible customer services.
My account was charged a £25 payment review fee because I transferred money into the account, from another A&L account, but also set up a bill payment. A&L claim that they had to review my account to make sure there were funds because I should have left one clear day before arranging a payment after the deposit. They point to their Terms and Conditions. Only, their Terms and Conditions make no such reference to one clear day being needed on anything other than a cash deposit which I did not do. 8 weeks on and they still can't show me where in their T&C I would have been able to know about the one clear day, and now avoid talking to me at all. I am off to write to the board members again.
My account was charged a £25 payment review fee because I transferred money into the account, from another A&L account, but also set up a bill payment. A&L claim that they had to review my account to make sure there were funds because I should have left one clear day before arranging a payment after the deposit. They point to their Terms and Conditions. Only, their Terms and Conditions make no such reference to one clear day being needed on anything other than a cash deposit which I did not do. 8 weeks on and they still can't show me where in their T&C I would have been able to know about the one clear day, and now avoid talking to me at all. I am off to write to the board members again.
| Posted by AJB on the 22nd March 2010 | |
After received my pin No. tried to access a/c and all I get is pin not recognised. If A/L gave me pin No. how come it is not valid. I give up.
| Posted by Tom on the 19th March 2010 | |
As far as online banking is concerned Alliance & Leicester is hugely complicated. Like they don't want you to check your account online.
| Posted by Angelos Taplatzidis on the 17th March 2010 | |
I have never been treated with respect and customer care from this bank. They seem to be interested only in adding unlawful charges to my account.
I retain accounts with two major banks and although their rates aren't lucrative I choose to stay with them because they are humane. I will not advertise them, but I have to say. Stay away from the promising packages and incentives of Alliance & Leicester if you aren't a millionaire. In case something goes wrong they will suck every penny out of you. It's a pity I have to give them one start, they deserve minus ratings.
I retain accounts with two major banks and although their rates aren't lucrative I choose to stay with them because they are humane. I will not advertise them, but I have to say. Stay away from the promising packages and incentives of Alliance & Leicester if you aren't a millionaire. In case something goes wrong they will suck every penny out of you. It's a pity I have to give them one start, they deserve minus ratings.
| Posted by Angelos Taplatzidis on the 17th March 2010 | |
Recently had to get my debit card replaced. Was told it was posted special delivery on Thursday 11/3/2010. It wasn't. It was posted on Friday 12/3/2010 and arrived here on Saturday 13th. Phone bank same day to verify receipt and was told that the old PIN was still good for this card. Bought petrol on Monday 15th. Payment refused because PIN not valid. Told by A-L that new PIN was required and that this was posted 1st Class 12/3/10. Later told that it was posted Saturday 13/03/2010. Still not received 16/3/10 so asked that this be sent special delivery today. They refused to do that, but would send it out Wednesday 17/3/10. I'll let you know when I get it.
I've left a 1 star rating, because I had to. It is not deserved.
I've left a 1 star rating, because I had to. It is not deserved.
| Posted by Mr Smith on the 16th March 2010 | |
AWFUL BANK!! My husband took out a loan with Alliance & Leicester a year ago that we have recently paid off as we are moving house and this was a condition of our new mortgage. My husband went into 2 different branches of A&L and 2 Santanders with the cash to settle the loan to be told that they could not give us any sort of balance on the account or proof to show that the loan had been paid. The customer service representative behind the counter was sat reading the newspaper and was the most unhelpful person my husband had ever met. Eventually my husband paid off the loan in full and was given the receipt (which was filled in incorrectly). Now 3 weeks on we have STILL not received confirmation that the loan has been paid off and Santander have taken a Direct Debit payment from our account for a loan that we have already paid. NOT HAPPY at all to say the least. AVOID AT ALL COSTS.
| Posted by Claire on the 14th March 2010 | |
OMG don't ever go near A&L bank... I'm really really angry at them!
I am currently out of the country and guess what I have found out that I owe them a lot of money???!!!! Why???!!!!!!! Because of an overdraft, outrageous! Imagine having a young working account and whenever there's an overdraft even just a single penny they will charge 25 quid??!!! I didn't get a lot of money that time I was relying on my EMA and they keep on taking money out of it. I decide to take them all out before they take my money. I went out of the country and now planning to go back and guess what??!!! They will take me to court.... I have never seen a bank like that, a rip off even to young students. I am so ashamed that I opened an account with that bank!
I am currently out of the country and guess what I have found out that I owe them a lot of money???!!!! Why???!!!!!!! Because of an overdraft, outrageous! Imagine having a young working account and whenever there's an overdraft even just a single penny they will charge 25 quid??!!! I didn't get a lot of money that time I was relying on my EMA and they keep on taking money out of it. I decide to take them all out before they take my money. I went out of the country and now planning to go back and guess what??!!! They will take me to court.... I have never seen a bank like that, a rip off even to young students. I am so ashamed that I opened an account with that bank!
| Posted by Jesma on the 12th March 2010 | |
I've had 3 A&L accounts, Instant access, Direct Saver, Online Saver, dating back 19 years. I have ISA's with them. I have always found their Leeds City branch (my local) very friendly and helpful. Their website has always been quick and efficient, a good way to send money, direct debit my bills, and my visa debit card with them is always accurate and efficient. When I had a very serious accident in South-east Asia, they actually returned my call on their own cost, for 30 minutes long distance to complete th transfer of funds from my account to the hospital. They have been everything I want from a bank.
| Posted by May B. on the 8th March 2010 | |
How do you get to talk to a human being ? The number I've got has no options to talk to someone, and the branch locator on the website doesn't work. I'm also going to jump ship.
| Posted by Victoria on the 5th March 2010 | |
Bunch of incompetents.
Have a mortgage with A and L and merely want a transfer of equity into my sole name after a divorce. Simples you might think. Applied in July 2009 and after thousands in expenses and countless calls, letters etc it is now March 2010 and I am still waiting. There customer service is non existent, they really do need to change their ways. Would not recommend anybody use them.
Have a mortgage with A and L and merely want a transfer of equity into my sole name after a divorce. Simples you might think. Applied in July 2009 and after thousands in expenses and countless calls, letters etc it is now March 2010 and I am still waiting. There customer service is non existent, they really do need to change their ways. Would not recommend anybody use them.
| Posted by amanda coltman on the 5th March 2010 | |
I thought A & L were OK when I opened an account with them - should have read the reviews first. Have just been charged £100 for being £3.50 overdrawn!!!!!!!!!! When I contacted Customers Services (that's a joke for a start because they have no customer service and are about the most unhelpful, supercilious bunch of people you could come across). I am going to the Ombudsman, but don't bank with them. It's a pity you can't give a minus rating.
| Posted by ohsoangry on the 2nd March 2010 | |
It is interesting to read to comment by Dave Wells because a lot of the A&L bank accounts were previously Girobank from the Post Office which was sold off by the previous government. So it could happen again. I joined Girobank when it first started in the 60s because of the stuffiness of the high street banks. I am now in the process of changing banks because the customer relations at A&L appear out of control and ignore their own terms and conditions.
I am taking with me my latest $100 compensation award via the FSA.
I am taking with me my latest $100 compensation award via the FSA.
| Posted by John Fisher on the 24th February 2010 | |
Unbelievably bad bank. Please do yourself a favour and use another bank. My kids toy post office gave better service.
| Posted by Dave Harris on the 23rd February 2010 | |
I must say I'm glad to see so many complaints, I was worried it was just me. A standing order for rent that should have been set up in December wasn't till the 5 of February. They have now informed me that the previous two payments will be coming out even though I have already made them already. When I called to complain I was informed I cannot talk to management because there is nothing more they can do and that it was my own fault for failing security in January, even though they did not set up the Standing order December, a month before! So far it has cost me between £150-£200 and they haven't even apologised!!!
| Posted by Daniel Yetton on the 18th February 2010 | |
Bank overdraft £500. Overdrew for one day by 11pence. Appealed in writing. No mercy. Deaf ears met. Bank now suing me. Claiming I now owe £1015.14.
| Posted by mike on the 18th February 2010 | |
As soon as Tesco or the Post Office open a current account I'm jumping ship. Alliance Leicester are totally useless, just like all the other big banks.
| Posted by Dave Wells on the 7th February 2010 | |
It's about time somebody stood up to these bullies and closed them down...
| Posted by phil on the 5th February 2010 | |
AVOID this bank. I cannot express in words (apart from very offensive ones) how disgusted I am with them. After 3 weeks I am still waiting for them to do something that they said would take 1 to 2 days! Seven faxes, two letters by post, countless telephone calls, hours and hours of our time wasted, and not a single response from any of it. My house purchase is on the verge of falling through because of their incompetence. Scandalous.
| Posted by Ben Price on the 4th February 2010 | |
DO NOT EVER GO NEAR - more hassle in 6 weeks, more bank charges in 2 weeks than my preceding 20 years with another bank. ZERO care, ZERO customer service, YOU HAVE BEEN WARNED, DAYLIGHT ROBBERS and you've nowhere to run.
| Posted by Andrew on the 2nd February 2010 | |
Don't even contemplate banking with them! You will get an ulcer or high blood pressure.
I cannot express my rage and frustration with the Alliance & Leicester enough. I phoned the Customer Service number this morning to arrange for a CHAPS transfer to my solicitor's account (I am trying to purchase a flat so needed to transfer deposit monies). Needless to say, I had tried calling a couple of times before but was unceremoniously cut off. I was very explicit in my instructions to the person I spoke with (A), stressing that the monies needed to get into my solicitor's account today. This was at 10.00am. A said that Alliance & Leicester would give me a call back for security reasons. I explained that I was at work so there was no point in calling my home phone number. I gave my work phone number and my mobile phone number. A assured me that they would try my work landline and if they couldn't get through, they'd try my mobile. I even volunteered to go to an A&L branch around the corner from my office and give my driving licence and any other evidence required. I was told there was no need, and someone would call me within the next 2 hours.
Two hours came and went. Midday came and went. I called back at 12.40pm and spoke to someone else (B). B explained that someone would call me anytime between now and 4.30pm. I again emphasised that I should be called either on my work number or my mobile. I wait. I check my online account at various intervals throughout the day.
I try and call at 4.20pm as I note that the money is still in my account. Of course, after waiting for 5 minutes I get a message saying that there is a problem with the line and my call cannot be taken. I call again, wary of the clock ticking away relentlessly.
Finally I get through to a human being (C) at around 4.40pm. I explain what has happened and express my distress. I am told the following (i) A&L cannot call a number which has not been noted as a client's number for the last 3 months, (ii) someone had called my home phone and left a message. I managed not to have a stroke but I was as apoplectic as I ever really get. I'm sure I turned slightly purple, a difficult thing to accomplish if you're Asian. I digress. I again explained the situation and reiterated the fact that I had already informed A that I was not home and I relayed the (false) assurances I was given. C was sympathetic but there was nothing he could do as the 4.30pm cut off was passed, but he would lodge a complaint on my behalf and get a team manger to call me at home this evening at 7.00pm.
I left work early to ensure I did not miss a call. I even called when I got in (at around 6.30 or so) and spoke with a woman (D) who was again sympathetic. By 7.20pm no one had called, so (yes, you guessed it) I called them back and spoke to another woman (E) who I can only call a brash computer says no type of gal. I really should have made a recording of my story to save me having to go through it again, but alas. Anyway, E says, let me have a look at your file.... oh you wanted a transfer. A team manager is supposed to call you. There's no one here who can do that. I'll check and see if anyone's available to call you. By this point, I've lost all faith in humanity and no longer have the energy to get annoyed.
Finally, about 5 minutes ago, I receive a call from a team manager (F). Result: they'll try and expedite payment into my solicitors account tomorrow and waive the £30 fee. My reply: fine, but I think I've spent double that on your premium rate number. Anyway, back to the essence of my nightmare day: don't bank with Alliance & Leicester. It's really not worth it. Ever. I also agree with the other customers who have left reviews about the misleading account statements (when viewed online).
I'm going to try and switch to a bank that actually has a policy of employing competent staff and of genuine customer service (a little too much to ask, I fear).
I cannot express my rage and frustration with the Alliance & Leicester enough. I phoned the Customer Service number this morning to arrange for a CHAPS transfer to my solicitor's account (I am trying to purchase a flat so needed to transfer deposit monies). Needless to say, I had tried calling a couple of times before but was unceremoniously cut off. I was very explicit in my instructions to the person I spoke with (A), stressing that the monies needed to get into my solicitor's account today. This was at 10.00am. A said that Alliance & Leicester would give me a call back for security reasons. I explained that I was at work so there was no point in calling my home phone number. I gave my work phone number and my mobile phone number. A assured me that they would try my work landline and if they couldn't get through, they'd try my mobile. I even volunteered to go to an A&L branch around the corner from my office and give my driving licence and any other evidence required. I was told there was no need, and someone would call me within the next 2 hours.
Two hours came and went. Midday came and went. I called back at 12.40pm and spoke to someone else (B). B explained that someone would call me anytime between now and 4.30pm. I again emphasised that I should be called either on my work number or my mobile. I wait. I check my online account at various intervals throughout the day.
I try and call at 4.20pm as I note that the money is still in my account. Of course, after waiting for 5 minutes I get a message saying that there is a problem with the line and my call cannot be taken. I call again, wary of the clock ticking away relentlessly.
Finally I get through to a human being (C) at around 4.40pm. I explain what has happened and express my distress. I am told the following (i) A&L cannot call a number which has not been noted as a client's number for the last 3 months, (ii) someone had called my home phone and left a message. I managed not to have a stroke but I was as apoplectic as I ever really get. I'm sure I turned slightly purple, a difficult thing to accomplish if you're Asian. I digress. I again explained the situation and reiterated the fact that I had already informed A that I was not home and I relayed the (false) assurances I was given. C was sympathetic but there was nothing he could do as the 4.30pm cut off was passed, but he would lodge a complaint on my behalf and get a team manger to call me at home this evening at 7.00pm.
I left work early to ensure I did not miss a call. I even called when I got in (at around 6.30 or so) and spoke with a woman (D) who was again sympathetic. By 7.20pm no one had called, so (yes, you guessed it) I called them back and spoke to another woman (E) who I can only call a brash computer says no type of gal. I really should have made a recording of my story to save me having to go through it again, but alas. Anyway, E says, let me have a look at your file.... oh you wanted a transfer. A team manager is supposed to call you. There's no one here who can do that. I'll check and see if anyone's available to call you. By this point, I've lost all faith in humanity and no longer have the energy to get annoyed.
Finally, about 5 minutes ago, I receive a call from a team manager (F). Result: they'll try and expedite payment into my solicitors account tomorrow and waive the £30 fee. My reply: fine, but I think I've spent double that on your premium rate number. Anyway, back to the essence of my nightmare day: don't bank with Alliance & Leicester. It's really not worth it. Ever. I also agree with the other customers who have left reviews about the misleading account statements (when viewed online).
I'm going to try and switch to a bank that actually has a policy of employing competent staff and of genuine customer service (a little too much to ask, I fear).
| Posted by Kavita B on the 25th January 2010 | |
I'm sorry Alliance and Leicester have the worst service I have come across.
It took 4 months to transfer my ISA to them, despite multiple chasings. Which therefore made a mockery of their increased (temporary rate, note it went down to 0.88% after 1 year). You cannot close your account in branch. You cannot close it online
So you have to phone. Transferred from department to department to fax machine until you finally get the unhelpful dept.
Ask you every question under the known sun. I think inside leg measurement was the only one they missed off. But in the end they decided because I couldn't give them my opening balance. I'm sorry I a)can't remember that long ago and b)didn't have the paper work with me. Refused to help, refused to put me through to someone else.
When I close this account A&L will not see 1p of my money again.
It took 4 months to transfer my ISA to them, despite multiple chasings. Which therefore made a mockery of their increased (temporary rate, note it went down to 0.88% after 1 year). You cannot close your account in branch. You cannot close it online
So you have to phone. Transferred from department to department to fax machine until you finally get the unhelpful dept.
Ask you every question under the known sun. I think inside leg measurement was the only one they missed off. But in the end they decided because I couldn't give them my opening balance. I'm sorry I a)can't remember that long ago and b)didn't have the paper work with me. Refused to help, refused to put me through to someone else.
When I close this account A&L will not see 1p of my money again.
| Posted by Philip on the 25th January 2010 | |
I entered the wrong number when trying to change my pin online and was locked out. I was lost as I'd forgotten my pin. I rand the call centre for help but failed their security questions. I was told you've failed I'm not here to help go to your branch, I was then cut off! I rang but to complain and was told that because I use call ID blocked they couldn't race the call handler! The bad mannered person knew what she was doing when she told me where to go!!! I'm out of this disgusting bank!
| Posted by KH on the 24th January 2010 | |
DO NOT trust Alliance and Leicester !!!!!
I encouraged my son to open an account with them. He had his first large payment paid in mid December 09. Someone in London has spent all of it whilst down in Bournemouth he had to get authorisation for every purchase. He reported this several times and was told that 'the account updates itself overnight so we can't tell you anything till tomorrow' NOT TRUE - some fraudster in London had all the money out of the account - and all Alliance and Leicester can say is that 'we cant monitor everyone's accounts 24hrs a day'. NOT one phone call or letter has been made or sent. They say you should check your online banking????? He would of if it hadn't been locked !!!!!! 15 phone calls and 7 visits to branch and still NOTHING - a disgrace!
I encouraged my son to open an account with them. He had his first large payment paid in mid December 09. Someone in London has spent all of it whilst down in Bournemouth he had to get authorisation for every purchase. He reported this several times and was told that 'the account updates itself overnight so we can't tell you anything till tomorrow' NOT TRUE - some fraudster in London had all the money out of the account - and all Alliance and Leicester can say is that 'we cant monitor everyone's accounts 24hrs a day'. NOT one phone call or letter has been made or sent. They say you should check your online banking????? He would of if it hadn't been locked !!!!!! 15 phone calls and 7 visits to branch and still NOTHING - a disgrace!
| Posted by S Bmth on the 19th January 2010 | |
This bank badly needs to learn to respect its customers. We placed a large sum into a deposit account, only after wrestling with contradictory demands for ID (my wife is an EU national). Eventually we went into a branch, in spite of it being an internet account, where they also could not understand the demands. Finally this account was opened. I have just tried to open another account, and after four weeks of no communication from them, was treated to an incredibly rude response when I phoned them. They basically want all of the ID again, in spite of the fact that it will all be identical to the last set. The person on the phone just kept saying 'Regulations' each time I asked why things were needed, then developed an 'I'll ask my colleague' tactic. I asked if I could talk to the colleague - No, regulations. I am trying to place money with them, I already have an account, and yet I feel that I am begging them for a favour. Do I believe that they sent me a letter, which has been lost in the post? No, they are seriously incompetent. Can one give a no-stars rating?
| Posted by David Douce on the 18th January 2010 | |
Mr Pym,
Is anyone with any business management employed by this bank or are they too busy getting fat on bonuses conned out of us scummy customers?
I have tried to get a transaction paid using online 'facilities' - this has not happened. I have tried calling the correct number many times for current accounts - this is a charged service and advertised as such until 11pm - a 5 minute call laboriously listening to options and eventually getting to the required option simply states a technical fault (STILL FOR OVER A WEEK) and hangs up - another excellent con guys - advertise a service and give nothing.
I have written in and received no response in over a week - so much for 'next working day'.
I have now risked repeating this transaction request though fully expect the banks systems now to pay both and charge me extortionate rates for going over overdraft. I am sure the £35 per letter system is fully functional and without any technical faults.
I expect also there will be absolutely no response to recent communications or that I will be patronized by an insincere automatic apology and will be joining the masses of customers such as at the Banking Guide. Evidently customer service is no longer required in banking procedures as 'profit problems' can be gained from the taxpayer instead.
Is anyone with any business management employed by this bank or are they too busy getting fat on bonuses conned out of us scummy customers?
I have tried to get a transaction paid using online 'facilities' - this has not happened. I have tried calling the correct number many times for current accounts - this is a charged service and advertised as such until 11pm - a 5 minute call laboriously listening to options and eventually getting to the required option simply states a technical fault (STILL FOR OVER A WEEK) and hangs up - another excellent con guys - advertise a service and give nothing.
I have written in and received no response in over a week - so much for 'next working day'.
I have now risked repeating this transaction request though fully expect the banks systems now to pay both and charge me extortionate rates for going over overdraft. I am sure the £35 per letter system is fully functional and without any technical faults.
I expect also there will be absolutely no response to recent communications or that I will be patronized by an insincere automatic apology and will be joining the masses of customers such as at the Banking Guide. Evidently customer service is no longer required in banking procedures as 'profit problems' can be gained from the taxpayer instead.
| Posted by T H on the 14th January 2010 | |
I have just been put through yet again to a bunch of people working for the A+L, I am sick of their lazy attitude and needless bank charges, STAY AWAY FROM THIS BANK!! They treat you like a criminal where it is you who is funding their disgusting behaviour. I have to give them a star but they deserve none!
| Posted by msbethk on the 6th January 2010 | |
First of all I want to apologize for my English but I will do my best and try to tell you what happened to me with this bank.
I'm on JSA more than 6 months and my payments always were going to my account at A&L. So they could see where I have money from. I was a few days on overdraft £2.98 and they applied bank charges to my account 70 pounds and keep charging me £5 a day so at this moment it is £110 DR. I spoke to them a few times and asked them not to do it because we struggle with my wife and have no money. They simply said they don't care and we have to pay back. I cancelled each direct debit, phoned Job centre and ask them to send me a cheque. There were money to cover this overdraft so we didn't lose any money but how are we supposed to live with no bank account?? We can't but anything over internet etc. On top of that A&L said that we are going to have bad credit score until we pay this back. Is it a true??
I'm on JSA more than 6 months and my payments always were going to my account at A&L. So they could see where I have money from. I was a few days on overdraft £2.98 and they applied bank charges to my account 70 pounds and keep charging me £5 a day so at this moment it is £110 DR. I spoke to them a few times and asked them not to do it because we struggle with my wife and have no money. They simply said they don't care and we have to pay back. I cancelled each direct debit, phoned Job centre and ask them to send me a cheque. There were money to cover this overdraft so we didn't lose any money but how are we supposed to live with no bank account?? We can't but anything over internet etc. On top of that A&L said that we are going to have bad credit score until we pay this back. Is it a true??
| Posted by Martin on the 2nd January 2010 | |
Appalling attitude to customer service, are slow, do not respond to complaints. Final straw is they have just charged us for going overdrawn because of the order of transactions on our statement with funds going in to pay the mortgage on 29th December (normally goes in on 25th but due to 4 bank holidays for Christmas went in on 29th) and mortgage payment going out on 29th. Must have been overdrawn for a second. To make matters worse all accounts and mortgage are with A&L! Can't imagine what happens to people who don't play close attention to their account. Talk about catching us out on a technicality.
| Posted by Mrs S on the 1st January 2010 | |
DO NOT USE THIS BANK!!!!!!
In April I found I had an old savers account with A&L and so got in contact with them about how much was left inside. To my shock there was £400! score! - But that's where things go down hill.... It took 6 weeks, 17 phone calls and an ID check that they just sent back saying 'we don't know whats its for'. In then end I did get the money in an Current account I opened - BIG MISTAKE. Soon after I was on Job Seekers allowance :( So ONCE every 2 weeks I would be paid a whole £100 which was to cover me for fuel to interviews and living like food. Late July I did the worst thing, I brought some food. I became overdrawn by £5.86. I wasn't going to be paid for another 2 weeks. 2 weeks later £100 when into my account from JSA only then for them to charge £110 in fees. I wrote to them at once saying this was an outrage and aid I couldn't afford these charges (there were more over the 4 months) They didn't reply. I sent another letter, as their contact staff on the phone are useless, they can't even be arsed to spell my name right. No reply again! until 6 weeks had gone. They said they would 'investigate' and shock! they said 'meh, pay up' by which time the charges were over £260 which I couldn't afford. I sent another letter demanding some help and I wasn't happy with the outcome. No reply. I complained to the banking ombudsman, they said they would contact A&L and to look for a reply from A&L 'within a few days'. This was in October... It's now December! No reply nothing and guess what? The fees are now over £400 and they are threatening to take me to court... bring it on! DO NOT USE this bank!
In April I found I had an old savers account with A&L and so got in contact with them about how much was left inside. To my shock there was £400! score! - But that's where things go down hill.... It took 6 weeks, 17 phone calls and an ID check that they just sent back saying 'we don't know whats its for'. In then end I did get the money in an Current account I opened - BIG MISTAKE. Soon after I was on Job Seekers allowance :( So ONCE every 2 weeks I would be paid a whole £100 which was to cover me for fuel to interviews and living like food. Late July I did the worst thing, I brought some food. I became overdrawn by £5.86. I wasn't going to be paid for another 2 weeks. 2 weeks later £100 when into my account from JSA only then for them to charge £110 in fees. I wrote to them at once saying this was an outrage and aid I couldn't afford these charges (there were more over the 4 months) They didn't reply. I sent another letter, as their contact staff on the phone are useless, they can't even be arsed to spell my name right. No reply again! until 6 weeks had gone. They said they would 'investigate' and shock! they said 'meh, pay up' by which time the charges were over £260 which I couldn't afford. I sent another letter demanding some help and I wasn't happy with the outcome. No reply. I complained to the banking ombudsman, they said they would contact A&L and to look for a reply from A&L 'within a few days'. This was in October... It's now December! No reply nothing and guess what? The fees are now over £400 and they are threatening to take me to court... bring it on! DO NOT USE this bank!
| Posted by Kris Bradbury on the 22nd December 2009 | |
I've just found out from Alliance and Leicester that I've been charged £5 a month in bank charges for two years on an account I closed 2 years ago. I only found out I still had an account with them because they sent me a new debit card. They are a truly horrible bank to deal with and will squeeze every penny they can from their customers. I advise anyone considering opening an account with them to avoid them, and don't be fooled by their offer of £100 to open a new account - they will get that back from you with interest!
| Posted by Ali on the 11th December 2009 | |
A & L took £550 from my account and on my statement it is a CHAPS INWARD, they said it was a duplicate payment to which I have proved it was not. Money back in my account.... no way they are to investigate.... THEY ARE CRIMINALS. Once my money gets returned I am putting my money under my pillow :)
| Posted by Neddy on the 10th December 2009 | |
Thanks to the alliance and leicester transferring money to the wrong account... My house move has screwed up an hour before the van arrived... and it could well fall through. Surely if you about to transfer a large sum of money to a Solicitor for the next day... you would do a thorough check and not send it to the wrong account!
| Posted by Richard Brooks on the 7th December 2009 | |
I was lured to A & L by their financial incentives - that will teach me to be greedy! Countless incidents of ineptitude - stopping my card on numerous occasions while travelling overseas even though I'd advised them exactly where I was going, stopping my card (on another occasion) when I withdrew a large sum of money (which I think I'm entitled to) because it looked 'dodgy' - leaving me high and dry at Sainsbury's tills. But it was the recent incident of them taking TWO months to send me a form to use the switching service - at least 10 phone calls on my part to try and sort this - and then they simply transferred all my DDs (without my permission) to my new account where there was no money!!! So it was only by chance I happened to go online to see all my 'bounced' DDs and a long list of fees accruing! More lengthy phone calls, rude staff - I can't be bothered. Alliance & Leicseter - you're pants. I'm moving my accounts - yes all 3 of them - to another bank, pronto.
| Posted by Lisa F on the 2nd December 2009 | |
If it were possible to rate A&L with NO stars, I would. They are terrible. Appalling customer service - staff couldn't care less about customers problems, and make their apathy obvious when they speak to you. They lost £100 I'd paid into my account, and took 5 weeks to find it. I had to threaten to get the Police in before anything was done - I've received no apologies, no acknowledgments to my letters, nothing! They charged me £25 for going overdrawn for 2 hours (something that wouldn't have happened had my £100 been in the account in the first place)!! This bank is rubbish, I'm closing my account and am recommending to everyone I meet that they steer clear of A&L. AVOID LIKE THE PLAGUE!
| Posted by T McGregor on the 2nd December 2009 | |
In over 30 years of banking I have never come across a more incompetent and unprofessional bank than A & L. I am at the end of my tether with their sheer incompetence. The people in their call centre at Bootle are rude and untrained; they haven't got a clue in how to deal with customers and every time I call them, they leave me feeling like a criminal. I shall be leaving A&L and opening a new bank account at the first possible opportunity.
| Posted by David Hancock on the 1st December 2009 | |
Alliance & Leicester are a terrible bank. I have had the most awful experiences with thesm and they have caused me untold stress and anxiety. They claim to be a bank yet they behave like a bunch of school kids. They have no sense of loyalty towards their customers and their customer service is awful. They are rude and unsympathetic people - I actually lost my job as they would not lend me the money for my train fare. I only wanted the credit for a week but they refused and so lost a 40k a year job. They are evil and nasty. I am amazed these people are allowed to trade as their banking services bear no resemblance to banking services at other banks. If you value your career or your peace of mind, do not ever go near the Alliance and Leicester as you will end up going through a living nightmare.
| Posted by Tom Winskill on the 1st December 2009 | |
I have been banking with A&L for 20 years and in light of the Supreme Court decision this morning (25/11/09) I will be moving my account within the next few days. Everything everyone has said is true, they have an appalling customer services attitude. They take longer than any other bank on the planet to clear funds and trying to find out how much you have in your account is hit and miss to say the least. The amount shown as available funds is completely different depending on whether you access your balance by phone, online or at the cashpoint. Go to a cashpoint and check your balance and it will show available funds of X, if you then withdraw money you will find the next time you check your balance that the figure stated as available funds was in fact a payment into your account which A&L did not consider cleared therefore incurring charges if you exceed your overdraft limit. This is deliberately misleading but when you point this out to a member off staff by calling the (premium rate) customer services number you get the response many people on this site have heard" "you should learn to balance your finances better". As I have a reclaiming case on hold in court I will be gathering evidence to change my claim to one of deliberate mismanagement of my account to generate revenue from charges. Please post more instances if anyone else has encountered this cynical form of robbery.
| Posted by Andrew Hanson on the 25th November 2009 | |
My experience with Alliance & Leicester has been so extremely poor that I am now being forced to take my own legal action against them in addition to making a formal complaint to the Financial Ombudsman. I also intend to request the home addresses of the Directors from Companies House so that I can copy them in on my complaint and I shall be doing the same with all available national media sources. They have mislead me, the staff are not properly trained, they have made countless false promises and they have levied charges on my account for an overdraft which they themselves created. Alliance & Leicester then subsequently charged in excess of two thousand five hundred percent interest on those charges. I shall not rest until my whole story has been fully publicised on a national scale and I shall not go away until I have been re-paid and fairly compensated. Stay well clear of this bank. Their service is so bad, it is bordering on criminal. My experience with A & L has been so appalling, it is almost surreal.
| Posted by Alan Powley on the 25th November 2009 | |
I have had an account with A&L for around two years with no problem. The only thing I find very frustrating is the time delay with a transaction happening to the time it takes to show up on the statement although the balance figure has changed the details take too long to show I've had no real problem with them as a company. But I do keep a careful eye on my account as any one should do with identity fraud etc going on these days and don't spend more than you have, stick to a budget.
| Posted by Kazza on the 21st November 2009 |  |
I opened a 3-year fixed term deposit for 50k with A&L in 2005. The rates offered at that time were competitive. The following year I changed my address and was informed by A&L that I would have to visit the branch with my passport and fill in the relevant form. My passport details were on their records as my main identification and I didn’t mind going the extra mile in the interest of security.
However in August 07 I received a letter from A&L advising that a cheque for 35k ‘issued in April in accordance with my instructions’ and sent to a bank in London had not yet been cashed. I immediately contacted A&L to advise that I had never issued instructions for this transaction and it should be blocked immediately. Their response was that ‘as they couldn’t see me (I was in SE Asia) they could not act on my phone call’. I asked if it was necessary for me to fly 8000 miles to the UK to sort out their mistakes? I also mentioned that I strongly suspected this was internal fraud. However I was talking to a brick wall. I checked my own records and called the staff member that had opened the bond for me. She remembered me well and investigated the matter. She was one of the more efficient employees and I thank her sincerely. She called me back in a couple of hours with the information she had been given. The explanation was that somebody with the same name as me had walked into another branch (about 100km away) and requested a 35k cheque be sent to a bank in London for collection. However the story my branch contact had been given is full of holes for the following reasons:
- My passport (required identification) is Australian and was with me in SE Asia;
- My name is not a common name;
- Additional documents would have been asked for including the original bond certificate;
- Transactions of this nature are unusual and could only be carried out at the branch where the bond was issued (not 100km away on the South Coast);
- Early withdrawal of funds from a 3-year fixed rate bond would have involved a lot of questions and an early withdrawal penalty.
I wrote to head office and asked how it was possible for this to happen and what were they doing to improve security and customer service. As expected I got the usual "we’re looking into it" delaying tactic. After a couple of months I put the Financial Ombudsman onto the case and by the end of November A&L finally admitted that the particular branch had made an error and had been asked to address their security situation. The balance was restored, however I no longer use this bank and give it a maximum rating of one star. Furthermore I hope the new owners ‘Santander’ are smart enough to filter out the unsuitable elements from the organisation.
However in August 07 I received a letter from A&L advising that a cheque for 35k ‘issued in April in accordance with my instructions’ and sent to a bank in London had not yet been cashed. I immediately contacted A&L to advise that I had never issued instructions for this transaction and it should be blocked immediately. Their response was that ‘as they couldn’t see me (I was in SE Asia) they could not act on my phone call’. I asked if it was necessary for me to fly 8000 miles to the UK to sort out their mistakes? I also mentioned that I strongly suspected this was internal fraud. However I was talking to a brick wall. I checked my own records and called the staff member that had opened the bond for me. She remembered me well and investigated the matter. She was one of the more efficient employees and I thank her sincerely. She called me back in a couple of hours with the information she had been given. The explanation was that somebody with the same name as me had walked into another branch (about 100km away) and requested a 35k cheque be sent to a bank in London for collection. However the story my branch contact had been given is full of holes for the following reasons:
- My passport (required identification) is Australian and was with me in SE Asia;
- My name is not a common name;
- Additional documents would have been asked for including the original bond certificate;
- Transactions of this nature are unusual and could only be carried out at the branch where the bond was issued (not 100km away on the South Coast);
- Early withdrawal of funds from a 3-year fixed rate bond would have involved a lot of questions and an early withdrawal penalty.
I wrote to head office and asked how it was possible for this to happen and what were they doing to improve security and customer service. As expected I got the usual "we’re looking into it" delaying tactic. After a couple of months I put the Financial Ombudsman onto the case and by the end of November A&L finally admitted that the particular branch had made an error and had been asked to address their security situation. The balance was restored, however I no longer use this bank and give it a maximum rating of one star. Furthermore I hope the new owners ‘Santander’ are smart enough to filter out the unsuitable elements from the organisation.
| Posted by Alan Holman on the 10th November 2009 | |
Agree with the majority here, I owed them £180 on the 24th October 2009, by the time I made it into the branch on the 28th October 2009 that had gone up to £325! I used this account for two direct debits at £25 each, so £275 of the £325 is payment fees! The £100 they pay you is not enough stay as far away as possible, branch staff have no access to your account so cannot help and the number to call is premium. On top of that when you speak to someone on the phone they do not care.
| Posted by daniel on the 29th October 2009 | |
It seems to be a standard and practice from the easy saver complaints to get some actual interaction. Good thing to look for when building a complaint comparison.
| Posted by JayBolo on the 25th October 2009 | |
I opened an A & L Online Saver version 4.0 in May 2009. Due to their own mistake, they asked me to provide proof of identity even though I already had a current account with them, in which case you don't need to provide this. Not knowing that at the time, I duly provided copies of my driving license and a utility bill, witnessed and stamped by an A & L clerk in my local branch. A & L then sent back the same form, asking for ID again, saying that what I provided was not good enough since I did not provide UK driving license or passport. I am an Irish citizen, resident in the UK, and I do not have a UK passport or driving license. I informed them of this. I phoned Alliance and Leicester up on a number of occasions to inquire why the account was not opened yet, in June, July and August. There were various phone calls and correspondence, with the result being the same - the account was not opened!
I phoned them up again at the start of August 2009 and informed them that their not opening the account for this reason amounted to discrimination against me as a non-UK citizen. I was told to submit another utility bill. I asked to speak to a manager. I was phoned by someone from the complaints dept. in Leicester at the start of August. He informed me that no ID was needed from me in the first place because I already had a current account with A & L !! He assured me that my online saver account would be opened immediately, I would get backdated interest back to May, and I would get £25- compensation gesture in my current account. It is now the 25th August 2009, the account has not been opened, no goodwill compensation has been
given to me, and backdated interest has not accrued because they have not opened the account. They sent me a letter near the end of August 2009, saying that the account has been opened, and they trust the matter has now been resolved to your satisfaction. In fact, the account has NOT BEEN OPENED, and the matter is NOT resolved. I also attempted to open a premier direct joint account with my partner and the branch staff girl failed to tell us that they would not open it because I already have a premier direct account opened within a year in the past. She said that the account would be opened in 72 hours, however a week later it was not opened and I asked her in branch about it, at which point she said that they would not open it for that reason. They didn't even bother to send a letter telling us this - I had to go in branch and chase them up myself!!
Alliance and Leicester's incompetence and lack of customer service is staggering, the complaints dept. is not much better, they send letters to me each of which contradicts the last one, I could go on... AVOID AVOID AVOID the good interest rates are not worth the hassle - what will you get over a year anyway in interest? max. about £160 - not worth the hassle. ONLY ONE STAR BECAUSE I COULD NOT GIVE 0 STAR!!!
I phoned them up again at the start of August 2009 and informed them that their not opening the account for this reason amounted to discrimination against me as a non-UK citizen. I was told to submit another utility bill. I asked to speak to a manager. I was phoned by someone from the complaints dept. in Leicester at the start of August. He informed me that no ID was needed from me in the first place because I already had a current account with A & L !! He assured me that my online saver account would be opened immediately, I would get backdated interest back to May, and I would get £25- compensation gesture in my current account. It is now the 25th August 2009, the account has not been opened, no goodwill compensation has been
given to me, and backdated interest has not accrued because they have not opened the account. They sent me a letter near the end of August 2009, saying that the account has been opened, and they trust the matter has now been resolved to your satisfaction. In fact, the account has NOT BEEN OPENED, and the matter is NOT resolved. I also attempted to open a premier direct joint account with my partner and the branch staff girl failed to tell us that they would not open it because I already have a premier direct account opened within a year in the past. She said that the account would be opened in 72 hours, however a week later it was not opened and I asked her in branch about it, at which point she said that they would not open it for that reason. They didn't even bother to send a letter telling us this - I had to go in branch and chase them up myself!!
Alliance and Leicester's incompetence and lack of customer service is staggering, the complaints dept. is not much better, they send letters to me each of which contradicts the last one, I could go on... AVOID AVOID AVOID the good interest rates are not worth the hassle - what will you get over a year anyway in interest? max. about £160 - not worth the hassle. ONLY ONE STAR BECAUSE I COULD NOT GIVE 0 STAR!!!
| Posted by Brendan on the 1st September 2009 | |
A&L are the worst bank I've ever been with. I went overdrawn by 10p after they withdrew £5 for the account underfunding monthly fee I was then charged £5 per day unauthorised overdraft fee. I only realized this when I got a letter informing me I had gone overdrawn! £130 in charges later I had managed to go from £4.90 in credit to £130 in debt in the space of a month. I tried to claim the money back by complaining the charges were out of proportion to the amount overdrawn but was politely told to get lost. After being forced to payup or else incur more charges I have the distinct feeling of being robbed. A&L are the wheel clampers of the banking world. One star is too much!!!!
| Posted by Paul on the 28th August 2009 | |
I've been with the Alliance and Leicester for 18 years personally and 13 years running my business account? Why? I have no idea. They are sometimes, frankly, useless to belligerent. At best mediocre. I must get around to changing... one day.
| Posted by matt on the 27th August 2009 | |
A&L should be voted The Worst Bank EVER. As stated below this bunch thinks incompetence and bad service are a virtue! I can't even begin to tell you how much bad attitude the staff at this bank have. The complaints procedure is non-existent. You write letters to complain and you get some computer printed out garbage in return. Trying to get to speak to someone on the phone who can actually resolve issues is practically is non existent. My wife and I can not wait to close all our accounts down as soon as we can – the only hold is transferring our ISA’s out as far from this bank as we can get. How to a bunch like this get to run a bank!!! One star is far too much but is the minimum that can be given!
| Posted by Keith & Linda on the 20th August 2009 | |
I moved to Alliance and Leicester after ten years with HSBC. WORST move I ever made, I had a fraud on my account, the Alliance Leicester Fraud staff (from Liverpool) said it was my fault, I asked for the contact number attached to the fraudulent payment and rang them up - it was Orange Home Broadband that I've never used - they told me they had my card details but a completely different name and address to mine. I rang back Alliance Leicester and a scatty young woman on the phone said it's 'wanna my problem miss'! I then discovered another fraud-does this bank advertise our account details or something? I don't even buy anything online for details to be stolen? When I rang them up about this one I was shouted at by an extremely rude young man but that was only after a woman 'put me on hold' twice and cut me off after having me on hold for 15 minutes both times. I don't think there is any general manager on the call centre to keep staff trained or in-line! I have once again had to do all the digging myself-the payment appeared to go through one of Alliance Leicester's partner insurance companies - they were extremely helpful and told me someone who had worked there had been stealing money using their company name - so our details must be readily available for people to take home with them. I have now contacted the police who are dealing with this particular fraud to see how they are getting on - they were also very helpful. I went back to Alliance Leicester fraud centre to pass the details I'd acquired on and was told that as I'd investigated it myself and 'involved' police that I would never get my money back and that it 'served me right'. What is going on here???!! I am now over £600 down and they even had the cheek to charge me for going overdrawn due to them giving free reign to fraudsters. Any advice welcome please.
| Posted by Miss Slater on the 17th August 2009 | |
Disappointing experience with A&L. Their ISA Dept. is uncontactable! Even their Call Centre have to fill in a Form and our local Branch say there are issues with that Dept. We have waited months for a solution to why two ISA investments coming from different directions and with different maturity dates were combined with the result that we have lost interest. Their 'Lets Work it Out' section keep writing to tell me they haven't solved the problem after several months! They are a joke!
| Posted by JOHN WEEKES on the 11th August 2009 | |
This bank is the worst bank I have ever dealt with, and believe me I deal with a lot of banks around the world. I am resident in the Republic of Ireland and recently discovered they decided to deactivate my easy saver card, despite the fact I have in excess of £2k in my acccount and have never, ever been overdrawn! I moved address in October 2006 and advised them of my move, and sent proof of my new address to them. The reply I got was NO, we are no longer interested in non-resident accounts, please close your account and open an account with us in the Isle of Man! They refused to change my address, I replied that when I opened my account with them some years ago, they were delighted to see me and now they just want to slap me in the face. I had quite a number of shares in A&L, which have now become Santander shares. I get my correspondence from them to my new address, but the A&L bank have frozen my account as they have been sending parfinalia to my old address, which no longer exists, and getting no reply. Despite letters and proof of address going to their HQ, which they have never acknowledged as been received, my account is still frozen! Tomorrow is the 7th August and I am travelling to my branch in Newry, Northern Ireland and I will refuse to leave until my ATM card is working.
| Posted by Brian on the 6th August 2009 | |
Been with them for years - the service in the last 2 yrs is dreadful. Conflicting advice, staff that don't know how the accounts work or where the money goes for days. As soon as I can I will be moving my money out to a real bank not what has become a Mickey Mouse organisation. Poor A&L what on earth has happened to a once well run institution!!!
| Posted by Ian on the 2nd August 2009 | |
I am so angry I could weep! A and L sent ID codes PIN and cheques meant for me to our old address even though I sent them details of my new address two months ago which they acknowledged by letter. Luckily, the lady who lives there now returned everything to me but when I tried to sort this mess out, the call centre staff insisted that they only had my old address and it was all my fault! I have been trying to get my money out before there is another disaster but there are three days of my life I will never get back sitting by the phone waiting for promised return calls which never came. Why should they call back when they charge premium rate tariffs for you to call them when you get desperate. My dossier for the ombudsman is a foot thick and growing... The star below represents a minus.
| Posted by Rose Carter on the 25th July 2009 | |
A&L have blocked my internet access to my premier account since 4th July 2009. I have telephoned, written to Bootle and Narborough with no result, they have failed to reply I may take them to the cleaners.
| Posted by CHRISTOPHER KAY on the 24th July 2009 | |
Having recently switched to A &L I am absolutely gutted I did. After banking with Lloyds Tsb be for 13 years I had never been o/d. After banking with A & L for a few months I have incurred charges twice. They operate in mysterious ways. Their online banking statements are unclear and do not provide the customer with enough information. The cheques take a ridiculously long time to clear, they show available balances on your statement online but that's their wee joke because there is actually nothing available - beggars belief!!!!! The call centre staff only know their prepared answers and not ones of any actual help. I will be withdrawing my funds and closing this account. Very disappointing. 0 STARS
| Posted by Lynn MacLeod on the 23rd July 2009 | |
Four working days to process an electronic transfer! Someone needs to inform A&L that we are currently in the 21st century.
| Posted by Miffed on the 18th July 2009 | |
I switched to this bank a few months ago and think they are a good bank, I've never had any problems but then I check my account everyday and have never gone overdrawn.
| Posted by nicola on the 10th June 2009 | |
I agree with all of the below. This bank is shockingly awful! We switched from HSBC as the overdraft fees were lower and there was a £100 incentive. If I'd have known there would be this many problems, I wouldn't have been enticed by a £1000 incentive!!! The online banking is god awfully slow - we transferred money from our joint account to our current account (both A&L accounts) on a Sunday night ready for our mortgage payments to go out Monday morning. Off went the DD's in the morning - then we noticed they had been recalled. Why was this? Because the DD's went off in the morning and our credit didn't hit the account until the afternoon!! WHAT?????????? What kind of bank works on a morning and afternoon basis rather than a daily basis??? I am SO angry you would not believe! So now I have a load of money sat in the bank for my DD's which have been recalled and £50 charges!!! Absolutely disgusting. Going to Watchdog with this one. They should not be allowed to get away with it. Ridiculous. DO NOT USE THIS BANK!
| Posted by mand on the 2nd June 2009 | |
My internet ac has been blocked, no idea why. Their phone is constantly engaged. Their secure e-mail does not work. How on earth am I supposed to contact them to unblock my ac?
| Posted by dt on the 9th May 2009 | |
I have just found that a cheque I wrote at 3pm on Monday cleared yesterday!!!! 1 Working day???? Alliance and Leicester say that this is normal????
| Posted by Simone Allen on the 23rd April 2009 | |
I rang yesterday to try to find two cheques that have gone missing. It was a nightmare trying to speak to a real human being and then she was rude and terminated my call. Disgusting!
| Posted by steve cuthbertson on the 21st April 2009 | |
This bunch of nobodies want employees to go through money laundering checks to allow them to operate their employers' bank accounts. They never said this when we opened our account and now try to treat us like idiots for wanting to operate it the way they promised we could.
Here's hoping they're the next bank to go under and that no Government will help them.
Here's hoping they're the next bank to go under and that no Government will help them.
| Posted by Al on the 3rd April 2009 | |
Dreadful bank. Avoid at all costs. Sting you with charges after putting payments through at the last minute. Even take 4 days for your funds to clear! Customer services are appalling. Better off sticking the money in your mattress. I'd give a minus figure if that was possible but will probably have to give a one star.
| Posted by D. Kaur on the 1st April 2009 | |
I have just found out they will not be lowering their variable rate from 4.99% therefore passing none of the 0.5% base rate cut in March. This is a total rip-off. Look at all their competitors - all lower rates - Nationwide and Lloyds are now at 2.5%. Abbey a sister bank also part of the Santander group are at 4.29% - why the large difference? I have contacted the BBC about this in order to get some media attention - I urge anyone else reading and affected by these cowboys to contact the media.
| Posted by Greg Smith on the 1st April 2009 | |
What has happened to this bank? I have been with A&L since it took over Girobank and the service is now just appalling. Today their internet banking site is down, so is the phone site and when I rang them I was told tough!! They have no idea when it will work again and no interest in their customers. The Service centre used to be really helpful and polite now it's rude and curt and totally uninterested. I have found the staff at the branch as disinterested as the call centre too. Looks like it's time to change banks. They get one star because this site won't let you enter none at all.
| Posted by Vic Williams on the 18th March 2009 | |
Worst customer service I have ever experienced. Thankfully I've not been overdrawn or been in a situation where I've incurred charges rightly or wrongly, but simply my complaint is about transferring money between two of my accounts, one with A&L and the other with HSBC. Both banks subscribe to faster payments, but when I have sent money from A&L to HSBC on two occasions, one for £52 and one for £1000 it has gone via the 4 day BACS system. No explanation offered for this, other than not all payments go via faster payments sir. They will not say their criteria, just said on the occasion I tried to send £52 the system wasn't working correctly and that they wouldn't send £1000 via fastpay as it's over the limit. I asked what the limit is but they refused to say. I asked to speak to a manager but all were busy so I requested a call back, which the CSR explained would be within 48 hours. I had one missed call on my mobile while I was on another call. I then received a letter from A&L saying we have tried to contact you on several occasions - a downright lie! I will now operate my A&L account keeping my balance at £2500 which should attract the full 8% interest and simply make one £501 transfer in and out of my account per month. I recommend people do the same but do not make the A&L your main account, where their customer is always wrong.
| Posted by Darren Williams on the 15th March 2009 | |
I am sick of getting unsolicitated e-mails from their security telling me of the risks of on line fraudsters when I keep telling them that I do not and never have had an account with them
| Posted by Brod MacIvor on the 14th March 2009 | |
This bank is just a joke, poor management backed up by crass call centre staff (they can't be paying them enough to work there), no in branch service of any kind. They let 12k in savings walk out and they couldn't be bothered. Then whilst I was trying to close my account down they put a £1 charge onto my account and charged me for going overdrawn on the charge. I wouldn't even give them a single star and would advise all customers to leave them ASAP.
| Posted by LJ on the 13th March 2009 | |
Personally I find the branch staff as being very rude, rather than the call centre people. At least they know what they are doing and have some form of training. I had travel 30 minutes to my local one in west London to be told by some young girl to shut up. All I wanted to do was take out some money which I had pre-booked 24 hours earlier. I was disgusted and requested I see the manager who could care less and was more interested at looking down my top!! In branches, they only care about sales and often the company employs children to work on the tills who have a rude manner and attitude problems. It is difficult to tell who works as the bank as none of them wear uniforms or ID badges. The service in that particular branch is appalling and I go out of my way to withdraw my money in a city branch. For that branch, which I won't name, one star is far to nice. I'm going to NatWest.
| Posted by Neelam on the 22nd January 2009 | |
Have to say that it was the worst decision that I made to go with the a and l for the mortgage. The customer service is bad .They just dont seem to care about their customers at all. In the branch they willl only deal with money and taking on new contracts for other financial deals.On the phone all the want to do is make it difficult for you to leave ..Dont join them ,find another BS.one star for managing to get my money!
| Posted by nicola riley on the 22nd January 2009 | |
The internet site is slow and often inaccurate, the call centre staff are often from Liverpool which is bad on its own.
| Posted by Daniel on the 13th January 2009 | |
Applied for an online tracker account back in October 2008 and was sent a letter asking for ID. Took copies of passports into one of their own branches to get it checked and verified before sending it off. Heard nothing for weeks so phoned them. Said they couldn't read the details. Went back into branch and they faxed the id details through again. Still heard nothing. Now Jan 2009. Branch staff were great but they don't seem geared up for online business, they've just wasted my time so far - and in the meantime the Online Tracker account seems to have gone from their website.
| Posted by DH on the 5th January 2009 | |
These guys are total crooks, completly agree with most others things said on here but hte worst thing is there confrontational call centre staff who are easily the worst i,ve ever encountered in any organisation.
I have a loan with them where they charge interest up front and when i decided to settle early they only wanted to refund half of the interest due back therefore pocketing almost £300 for there fat useless Directors.
To think we baled out these bloodsucking leeches is incredible !!
Now use Cahoot part of Abbey and they have been ab brilliant and would also recommend Natwest who i regret leaving 4 A&L.
I have a loan with them where they charge interest up front and when i decided to settle early they only wanted to refund half of the interest due back therefore pocketing almost £300 for there fat useless Directors.
To think we baled out these bloodsucking leeches is incredible !!
Now use Cahoot part of Abbey and they have been ab brilliant and would also recommend Natwest who i regret leaving 4 A&L.
| Posted by simon baines on the 4th January 2009 | |
I am appalled that Alliance & Leicester have barely changed their variable mortgage rates - this bank should be utterly ashamed of itself. They have offered less than 0.25% reduction over the past 6 months resulting in a reduction of £50 month on my £180,000 mortgage - I will move as soon as possible and Santanda will pay in the long run - I urge anyone else not to get a mortgage with them or to move their mortgage as soon as possible
| Posted by Simon B on the 15th December 2008 | |
This bank should be re named Shut Up and Listenit seems to be their customer service dept. favorite phrase. I am disgusted.
| Posted by j boardman on the 13th December 2008 | |
I agree with all the coomments. Bad customer service, wont deal with complaints and the departments dont reply or communicate. Save your self the hassle!
| Posted by Giles Robertson on the 8th December 2008 | |
A&L are quite sickening.I went overdrawn when the card protection plan they sold me automatically renewed. They took the decision to pay it but didn't tell me about the decision and didn't tell me I was overdrawn as a result. This meant that I incurred the £5 a day 'unathorised' overdraft fees - the first of which I heard about was when I got my statement 3 weeks later. Their stance is that I should keep a better eye on my account - so apparently I should be checking my account every day. Criminals. I hope they sink in the credit crunch and the fat cat ****s who agree these policies rot. Has cost me hundreds for a going overdrawn by £8 and then £17 - both of which I was unaware of. One star is too many
| Posted by Anthony Bailey on the 27th November 2008 | |
I have been with A&L since July 2008 and first first seemed good now i can't wait to get rid of them.
All started when my mobile broadband was advertised at 19.99 with O2. I left £23 in the account to cover it. Some reason VAT came to £23.78 pushing me over my overdraft by 78p. They charged me £25 payment fee for 78p not in account. Then cos my account was overdrawn till end of the month another £35. I asked about getting refunds but they said yes we can do the £25 as gesture of good will, then i had to wait 2 weeks before they did it when they advised me 3 days before hand. they took the £35 a day before i get paid each month knowing money wasn't goona be there. So in turn they charged me another £35 the following month :O(
Even though they gave me back the one £25 i now have had charges totalling £125 for just 78p. The strange thing is O2 have told me it is only £19.99 per month and last 2 bills show this, i cant help thinking A&L have added on the VAT themselves so it pushed me over my limit.
From 78p they just seem to shove charges on when they feel like it and im getting confused about which charges are which, i asked them to move the charge to 28th of month last two months and they have said NO both times, knowing they will get a further £35 the month after
STAY AWAY FROM THESE COWBOYS, i have just been accepted for a Natwest account so gonna go with them
All started when my mobile broadband was advertised at 19.99 with O2. I left £23 in the account to cover it. Some reason VAT came to £23.78 pushing me over my overdraft by 78p. They charged me £25 payment fee for 78p not in account. Then cos my account was overdrawn till end of the month another £35. I asked about getting refunds but they said yes we can do the £25 as gesture of good will, then i had to wait 2 weeks before they did it when they advised me 3 days before hand. they took the £35 a day before i get paid each month knowing money wasn't goona be there. So in turn they charged me another £35 the following month :O(
Even though they gave me back the one £25 i now have had charges totalling £125 for just 78p. The strange thing is O2 have told me it is only £19.99 per month and last 2 bills show this, i cant help thinking A&L have added on the VAT themselves so it pushed me over my limit.
From 78p they just seem to shove charges on when they feel like it and im getting confused about which charges are which, i asked them to move the charge to 28th of month last two months and they have said NO both times, knowing they will get a further £35 the month after
STAY AWAY FROM THESE COWBOYS, i have just been accepted for a Natwest account so gonna go with them
| Posted by Chris on the 25th November 2008 | |
A&L are Bank Robbers in the true sense of the word!
I wrote to A&L to cancel a Standing Order and close my account. They ignore my request and processed the standing order of £10.00 taking my account £1.42 over drawn.
When I got my statement and noticed they had charged me £5.00 a day for 4 days for being overdrawn I thought in good faith I would pay it and claim it back when they sorted it out. I tranferred £21.42 into the account. Emailed asking for them to close the account.
The response: Thank you for your email.
I was sorry to hear of the difficulties which you have been experiencing however, in order to resolve this matter you will need to contact your account servicing team on 0844 800 9000.
I called them to be told you will need to pay us a further £60.00 to close the account. It is your word against ours you wrote to cancel the standing order and we are charging you £5.00 a day for being overdrawn. The charge will continue on a daily basis until you pay us?
How can they justify charging me this I have no idea and it looks like I will have to pay it. However I will take it further and if they do not refund the money I will out of sheer desperation report them to the finance ombudsman and maybe even take them to the small claims court to get my money back.
I am going to print off all the reviews on the various sites to produce as evidence of all the people who write to them and get no action so that they can make charges. This is daylight robbery on a huge scale!
I wrote to A&L to cancel a Standing Order and close my account. They ignore my request and processed the standing order of £10.00 taking my account £1.42 over drawn.
When I got my statement and noticed they had charged me £5.00 a day for 4 days for being overdrawn I thought in good faith I would pay it and claim it back when they sorted it out. I tranferred £21.42 into the account. Emailed asking for them to close the account.
The response: Thank you for your email.
I was sorry to hear of the difficulties which you have been experiencing however, in order to resolve this matter you will need to contact your account servicing team on 0844 800 9000.
I called them to be told you will need to pay us a further £60.00 to close the account. It is your word against ours you wrote to cancel the standing order and we are charging you £5.00 a day for being overdrawn. The charge will continue on a daily basis until you pay us?
How can they justify charging me this I have no idea and it looks like I will have to pay it. However I will take it further and if they do not refund the money I will out of sheer desperation report them to the finance ombudsman and maybe even take them to the small claims court to get my money back.
I am going to print off all the reviews on the various sites to produce as evidence of all the people who write to them and get no action so that they can make charges. This is daylight robbery on a huge scale!
| Posted by Angela on the 24th November 2008 | |
This banks policy is utterly disgusting.
I asked them to close an account down a month ago, they failed to do that and charged me an 'under-funding' fee of £5. This took my account into debit and theyve charged me £5 per day - now I owe them £140 in charges thanks to the fact they employ dumb staff and theyre oh so clever automated system.
Is there anything we can do?
I asked them to close an account down a month ago, they failed to do that and charged me an 'under-funding' fee of £5. This took my account into debit and theyve charged me £5 per day - now I owe them £140 in charges thanks to the fact they employ dumb staff and theyre oh so clever automated system.
Is there anything we can do?
| Posted by Mark on the 22nd November 2008 | |
I can't even begin to tell you how much bad the attitude of this bank is. The complaints procedure is non-existent. You write letters to complain and you get some computer printed out garbage in return. Trying to get to speak to someone on the phone who can actually deal practically with your problem will just end up helping more capitalists like BT get richer at you expense as well.
| Posted by m greenslade on the 19th November 2008 | |
Extortionate charges if you go overdrawn on an overdraft, charges are usually incurred by their system that makes you go overdrawn, would advise you steer well clear of this rip-off bank with their high charges. Will certainly not be placing my inheritance funds with them. Not even worth 1 star rating.
| Posted by Allianceripoff on the 19th November 2008 | |
I am facing difficulties with logging in to my online account with A&L, it's nothing to do with my pc, it's only since they have joined Satander.
| Posted by Mary Gardner on the 19th November 2008 | |
They do not deserve a star. DO NOT get a mortgage with this bank, at the moment they are trying to shed existing customers by not passing on the interest rate cut, even though they are now part of the Santander group and all the other banks in this group have, and are undervaluing homes to up their LTV percentages. Well done Alliance and Leicester, I just hope the group as a whole realises that badly treated customers have long memories.
| Posted by lynfa on the 17th November 2008 | |
A&L are an utter disgrace. Due to a change in the value of the pound against the dollar, I went 40p overdrawn for 12 days on my very infrequently used A&L account. Just for the record, £5 per day for a 40p loan = 450,000% APR. Their telephone support (and I use the word very loosely indeed) staff are rude, arrogant and don't seem to know their own organisations policies. If it were possible to give 0 stars, then I would, but I need to click a star in order to leave this comment. I don't usually post complaints/reviews, but I am so angry and want to help other people avoid becoming involved with this brood of vipers that I am posting this rather than watching Star Wars with my children. AVOID this band of brigands at all costs.
| Posted by Andrew on the 14th November 2008 | |
I knew about the 50p per day fee for either overdraft usage or underfunding. When a charge for £3.58 put my £2.00 over I assumed the max fee I'd get was £5, didn't realise the small print with £5 per day for up to £20 days. The person who says you should just manage your money is missing the point, it does not cost A&L that much to do their Admin, £100 is extortion!!! I too switched for the overdraft zero percent deal and tried to get them to switch from Halifax who I though were bad. Switching just did not do their job. I guess due to the banking crisis the bank will get away with the test case anyway, but in the vain hope they don't I'll be after the money they robbed me of.
| Posted by Alan on the 12th November 2008 | |
I am appalled with Alliance & Leicester. I have twice tried to close my premier direct current account with them as I was being clobbered with under-funding fees of £5 per month. On TWO separate occasions, I have tried to shut the account only to find it continues to operate. I am now £20 overdrawn on an account I do not want, have twice tried to shut and have twice been told has been shut - only it remains and each month, I am forced to pay under-funding fees and overdraft fees. It's an absolute disgrace.
| Posted by Rob Davies on the 10th November 2008 | |
Bank robbers are the bank themselves! Seem good at first A nightmare to deal with. They introduced a flat fee of £5 a month recently for using the overdraft. Of course, to get value for money this encourages people to utilize their overdraft fully, rather than dipping slightly into it, which in turn increases their odds in favour of you slipping up. Inevitably, one day you will. They will then suck you dry with extortionate charges. 79p cost me close to £100 in fees. BE WARNED!
| Posted by chris on the 5th November 2008 | |
Terrible bank. I have just closed my a/c with them. Charge 50p per day for even being 1p overdrawn. Wrong advice given re closing account. Will never deal with again.
| Posted by Bernadette McCluskey on the 5th November 2008 | |
Was the BIGGEST mistake ever to move to this bank! BEWARE and don't change to them! A standing order was allowed to go through which exceeded my overdraft limit by £1. I was penalised £25 for this and then another £5 per day for 17 days until the £1 was paid. They refunded the £25 as a gesture of goodwill but refuse to refund the £85. This effectively means that I originally got charged £110 for being overdrawn £1 for 17 days. Surely this is CRIMINAL??! The Customer Advisor said that this is my problem and that I should know how to manage my finances! Does anyone know what can be done about this???!
| Posted by Ettiene on the 4th November 2008 | |
I transferred to A&L from HSBC two months ago, attracted by the 0% interest on overdraft. I wish I'd never bothered! The overdraft may be 0% interest for the first year, but the fees charged (hidden away in the small print) amount to the same thing. They promised to match my overdraft limit with HSBC at the start then refused later on due to not being in credit for a certain amount of days. I made it clear to them from the beginning that I have recently had a student account and so have a relatively big overdraft limit. I complained and got nowhere. Each time I've rung, I've been passed from pillar to post and spent an average of 15 minutes on hold before getting through to anyone.
Most customer service advisors don't seem to know the bank's policies and procedures and I'm constantly given conflicting advice. When challenged on this, I always receive the same reply, I'm sorry you've been given incorrect information, but I can confirm that...
HSBC credited bill payments or payments to friends and family within 2 hours and update their online banking facilities instantly. A&L credit in 3 working days and seem to update their online banking details sporadically. All in all, I wish I'd never switched.
Most customer service advisors don't seem to know the bank's policies and procedures and I'm constantly given conflicting advice. When challenged on this, I always receive the same reply, I'm sorry you've been given incorrect information, but I can confirm that...
HSBC credited bill payments or payments to friends and family within 2 hours and update their online banking facilities instantly. A&L credit in 3 working days and seem to update their online banking details sporadically. All in all, I wish I'd never switched.
| Posted by Sophie Docherty on the 4th November 2008 | |
I wish I had seen this forum before I transferred my salary to A&L. They have been absolutely, unequivocally, frequently, regularly, thoroughly awful since I've been with them - and that's only been for 9 working days. They decided to close my account - yes CLOSE it - on the day that my wages got paid into the account. This meant that they returned the payment to my employer. I was so upset (had £4 in my purse to last for the month!!) and when I was on the phone to A & L to try to understand what I could do, was told I'm not going to argue with you Madam, your account has been closed. They were just so awful, and I would strongly urge anybody reading this to think very carefully about what's important to you when you choose a bank. If it's accessing your money, talking with vaguely intelligent people when you call them, withdrawing money from a cash point whenever you like, not waiting for 20 minutes on telephone banking before you can speak with someone - then do NOT choose A&L.
| Posted by sarah hayward on the 1st November 2008 | |
Worst bank, worst customer service, worst managers. DON'T GO NEAR!
| Posted by sandramallon on the 30th October 2008 | |
Update on Alliance Leicester fees:
Due date Description Charge
03 Nov EXCEEDING OVERDRAFT LIMIT FEE 16OCT-17OCT 2 DAYS AT £5.00 £10.00
01 Nov EXCEEDING OVERDRAFT LIMIT FEE 16SEP-15OCT 30 DAYS AT £5.00 A MAXIMUM CAP APPLIES TO FEES £100.00
01 Nov UNDER-FUNDING FEE 01SEP-30SEP £5.00
They hung up on the phone each time every time I rang, they forcefully transferred positive balance from PlusSaver account to this Premier Direct account with negative balance and closed PlusSaver account:) They are lawless.
Due date Description Charge
03 Nov EXCEEDING OVERDRAFT LIMIT FEE 16OCT-17OCT 2 DAYS AT £5.00 £10.00
01 Nov EXCEEDING OVERDRAFT LIMIT FEE 16SEP-15OCT 30 DAYS AT £5.00 A MAXIMUM CAP APPLIES TO FEES £100.00
01 Nov UNDER-FUNDING FEE 01SEP-30SEP £5.00
They hung up on the phone each time every time I rang, they forcefully transferred positive balance from PlusSaver account to this Premier Direct account with negative balance and closed PlusSaver account:) They are lawless.
| Posted by Ed Bertoni on the 28th October 2008 | |
A&L = Best bank for credit interest, best bank for overdraft interest and a reasonable daily rate if I go into my overdraft. People whinge about fees for this and fees for that, and they are excessive etc etc. simple answer - don't take out more than you are supposed to, keep a decent check on your account and if you sign up to an agreement stick to it. If you have £500 o/d, why should you be able to take £100, £200 or more out without permission. You wouldn't do that to a friend if they lent you money, would you? If you would, what kind of friend does that make you?
| Posted by Steve Silver on the 22nd October 2008 | |
Absolutely agree with the majority here. A&L are absolutely awfully organised, their records are not kept well, telephone banking staff give conflicting advice. When I asked about moving/amending direct debits I was told they couldn't do anything, they could only change amounts, they could only change dates, and that they could actually do what I wanted and switch from one account to another!
To top that, the Switching team are even worse. I asked for my DD's to be transferred to my joint account from my HSBC account, but instead the switched them to my personal account, and decided it was a good idea to send my employer a letter telling them to send my wages into the joint account!! that could not have been further away from my request, and seven phone calls later, and now my third (with still no response) I am £225 down with failed DD charges, and god knows what else from my mortgage company etc for late payment charges! Customer service is terrible. Do not bank with A&L, absolutely useless. Yes, great rates, but that's the pull.... Unless you have money to burn, stay well clear!
To top that, the Switching team are even worse. I asked for my DD's to be transferred to my joint account from my HSBC account, but instead the switched them to my personal account, and decided it was a good idea to send my employer a letter telling them to send my wages into the joint account!! that could not have been further away from my request, and seven phone calls later, and now my third (with still no response) I am £225 down with failed DD charges, and god knows what else from my mortgage company etc for late payment charges! Customer service is terrible. Do not bank with A&L, absolutely useless. Yes, great rates, but that's the pull.... Unless you have money to burn, stay well clear!
| Posted by Tristan on the 20th October 2008 | |
This is what they do - they charge illegal fees every month until you get overdrawn, then charge overdraft fee on top. These Alliance & Leicester people are animals.
02 OCT 2008 EXCEEDING OVERDRAFT LIMIT FEE 16AUG-15SEP 15 DAYS AT £5.00 £75.00 £-79.99
01 SEP 2008 UNDER-FUNDING FEE 01JUL-31JUL £5.00 £-4.99
02 OCT 2008 EXCEEDING OVERDRAFT LIMIT FEE 16AUG-15SEP 15 DAYS AT £5.00 £75.00 £-79.99
01 SEP 2008 UNDER-FUNDING FEE 01JUL-31JUL £5.00 £-4.99
| Posted by Ed Bertoni on the 9th October 2008 | |
Transferred to A&L a few years ago, attracted by the good current account terms. So far they have been efficient and helpful and no problems.
| Posted by simon on the 4th October 2008 | |
I think Alliance and Leicester are a great bank, they offer the best rates of interest around. As far as the comments on customer service are concerned, I cannot praise the staff highly enough for the job they do, I should know I work there!
| Posted by Lyndsey on the 28th September 2008 | |
Alliance & Leicester are a great bank, been with them for a few years now. great interest rates, customer services are very pleasant to talk to and very helpful. Internet banking easy to use with good security.
| Posted by adam on the 25th September 2008 | |
They do not deserve a single star. A&L commercial bank has caused me so much misery, they are a disgrace. They have no respect for their customers, their staff are rude and not-very-bright, and cannot even carry out the most simple of requests. I urge anyone reading to avoid Alliance and Leicester like the plague. Like many other reviewers, I have never before bothering to write an on-line review but A&L have annoyed me so much I feel I need to let other unsuspecting small businesses know. They do not deserve your business, they are appalling!
| Posted by Fiona on the 24th September 2008 | |
I have noticed that people who are no happy with A&L are giving it a five star rating, Why? Maybe it's not clear what the star rating is for and people are voting for this website?
| Posted by Donna on the 9th September 2008 | |
We were told when applying for our mortgage that if we opened and A&l account we would get 250 cash back so we did, it didn't take them long to recoup their charges. I have noticed that most banks have taken on a very bad attitude since this unfair fees court case, but Alliance and Leicester is by far the worst I have dealt with, when the customer service woman answered I thought I had called the Council by accident. Actually that's unfair the Council staff are much more helpful.
| Posted by Donna from Sheffield on the 9th September 2008 | |
Alliance & Leicester really have to be one of the worst banks on the high street. For exceeding your overdraft they charge 155 pounds per month as well as review fees of 25 pounds for every transaction that takes you further overdrawn. This starts a vicious circle in which you are overdrawn every month in a strugggle to pay back all of the fees which will spiral out of control. Customer service staff are unsympathetic and frequently rude. Letters are ignored. Take a tip and don't even consider opening an account with alliance and leicester
| Posted by D Glen on the 25th August 2008 | |
They paid a cheque out I hadn't written, I found out cheque book was missing and they said they would put a stop on it. Guess what, next month they paid out another cheque making me overdrawn and charging me for their mistake. I have rung the Ombudsman.
| Posted by clare bowen on the 20th August 2008 | |
Oh Lordy! I just Googled Alliance Leicester and ripoff, and came across this page. It both disconcerts and heartens me to discover that I am not alone.
My main beef is, of course, with the usurious charges that A&L imposes for having even a tiny overdraft for just a day or two. I thought I was unfortunate, but I appear to have got off lightly (£60 in daily fees plus the £25 payment review fee), compared to some of the rest of you. Please accept my commiserations.
This, and the absolutely moronic customer service staff of this alleged financial institution, accessible only via a premium-rate phone number, has inspired me to write them a stinking letter, CCed to the Financial Ombudsman Service, closing the account forthwith. I really do hope this bunch of bankers (misprint) shrivel up and die in miserable penury. The rating should be zero stars, but I had to click at least one to post this comment.
My main beef is, of course, with the usurious charges that A&L imposes for having even a tiny overdraft for just a day or two. I thought I was unfortunate, but I appear to have got off lightly (£60 in daily fees plus the £25 payment review fee), compared to some of the rest of you. Please accept my commiserations.
This, and the absolutely moronic customer service staff of this alleged financial institution, accessible only via a premium-rate phone number, has inspired me to write them a stinking letter, CCed to the Financial Ombudsman Service, closing the account forthwith. I really do hope this bunch of bankers (misprint) shrivel up and die in miserable penury. The rating should be zero stars, but I had to click at least one to post this comment.
| Posted by Andy on the 16th August 2008 | |
I have banked with Alliance and Leicester for about ten years with no problems - I've always been very good with money, no overdraft and only one credit card I had to set up to allow me to actually get a credit rating (apparently being good enough with money not to require overdrafts/loans equals a bad credit rating!). I attempted to open a joint account with my partner with them, and was rejected without explanation. We sought advice on the matter, and were told that it was most likely to be my lack of debt that meant we were unable to open an account together, because they wouldn't make any money out of me. If that doesn't prove most of your points, I don't know what does!
| Posted by Carly on the 6th August 2008 | |
Had no problems in early stages of account - and even gad first £25 charge waived. Now nightmare charges being placed on account on a daily basis despite money going in on same day as going out to, I thought ensure positive balance. Because I pointed out that the customer services lady to whom I was put through wasn't actually taking on board my problem she said I was being rude and that she refused to speak to me. Beware direct debits going out on day/date salary goes in gain £25 payment charge if there aren't sufficient funds in account prior to Bacs transfer.
| Posted by Rachel Allen on the 23rd July 2008 | |
We were told with no notice that we had to pay back overdraft or else and that our account was shut and direct debits cancelled!! We did and then got a letter telling us that they were taking us to court for the amount £0.00p. Impossible to contact by telephone and they stopped my internet bank account so couldn't see what was happening. Very angry!
| Posted by Mrs lake on the 20th July 2008 | |
i agree with everything that's been said here.
they are absolutely the WORST BANK out there.
i would like to know has anyone managed to get a fee (even a small one for £25) overturned by complaining about it?
i'm guessing it's unlikely so it looks like taking them to court is the only option.
most banks will,as a goodwill gesture, will usually waive your first charge but not A&L it would seem............
they are absolutely the WORST BANK out there.
i would like to know has anyone managed to get a fee (even a small one for £25) overturned by complaining about it?
i'm guessing it's unlikely so it looks like taking them to court is the only option.
most banks will,as a goodwill gesture, will usually waive your first charge but not A&L it would seem............
| Posted by dave on the 19th July 2008 | |
Very keen to take your money - high interest rates to start, suddenly reduced when they have your custom, and trying to remove your money to another bank is an absolute nightmare. They make everything as difficult as possible; at call centre left holding on for 10minutes+ on numerous occasions, then faced with surly, rude and aggressive staff who give different information each time. 'Customer service' is a complete misnomer. Today - the third day of a very stressful saga - they rang us because had had a problem with cash transfer. My husband tried to deal with it as I was at work and uncontactable, they then rang in evening accusing him of trying to contravene the data protection act as the account in my name! I had authorised him to act on my behalf over and over again and we had even had an apology from one manager the previous evening for appalling service. Apparently a lot of the staff are new and need to 'bed in'! I think they need to use some of this money they are making from ridiculous bank charges to provide some intensive staff training. (Apologies to the one manager who we managed to speak to who was polite and helpful - but that doesn't make up for the rest of the staff). I am still seething 2 hours after the last phone call and my stress levels are through the roof. Needless to say we are closing all accounts and I would strongly advise everyone to steer clear of the Alliance & Leicester.
| Posted by sue on the 17th July 2008 | |
Orinally with National Giro - since acquisition by A&L no problems - on line excellent and easy to manage. Keep going in spite of takeover
| Posted by William Brock on the 17th July 2008 | |
Got to say after 35 years of banking with A&L I was very disappointed to return from holiday to letter advising me as I hadn't used my credit cards for 12 months they had closed the accounts down. I contacted the bank (using their god damn awful automated system) to explain I had been unemployed for this period of time and didn't wish to run up a bill I couldn't afford to pay. I explained I was running my accounts responsibly. I was told I had been sent a letter for each of my cards advising this was their intention. This I assure you didn't happen. I asked them to reinstate the credit cards as I was now in employment and wished to make a purchase. I was told I would have to go through the pain of being credit vetted once again and wouldn't get the preferential rate I had experienced before. I am now doing what only a customer can do....I am looking elsewhere, and when ready will be moving my shares, and direct saving account too!! So much for loyalty, maybe the new Spaish Bank can do better....I watch the reviews in anticipation. P.S didn't want to give one star, but sorry for the staff working with poor tools and no coherent training.
| Posted by Mrs Draper on the 14th July 2008 | |
If you think A&L are bad now, wait until they come under Santandar's wing: read the reviews of Abbey to see how they have screwed up that organisation.
| Posted by LanguedocFox on the 14th July 2008 | |
If you are looking to open an account with A&L - don't do it!!!!
They will rip you off at any given opportunity.
A&L don't even deserve 1 star
They will rip you off at any given opportunity.
A&L don't even deserve 1 star
| Posted by James Cartwheel on the 10th July 2008 | |
I went overdrawn by £4 and as I was on holiday so did not realize, have been charged £95. I phoned to talk to them about it but they were rude and was not willing to discuss it. I was told it does not matter if I write in I will defintely not get my money back. How is this fair? Are they now allowed to speak for the FSA. Dont worry I will be writing my complaints letter to them and the FSA. I can't wait until it is deemed as unfair charges and I get my money back.
| Posted by vicki nicholson on the 1st July 2008 | |
Like others here, I was attracted to A&L by the promise of high interest rates, only to discover within weeks of joining what an awful bank they are. I realised very early on that A&L is completely incapable of responding to customers on any kind of individualised basis. The women (they always seem to be women) in the call centres can only ever spout the rules, though they're certainly not averse to throwing a little homespun cheek in with this.
Like a previous poster, I thought that a payment I had attempted online from my current account had not gone through, so I made it again. Eventually BOTH payments left my current account (though they've yet to arrive at their intended destination), making me 20p overdrawn. This immediately attracted a £25 'payment review fee'. I called them and was told that all they could do, as this was the first time, was pass the charge for review, a process which would take about a week. My experience with other banks has been that in such a circumstance, they would be able to cancel the charge immediately - at A&L, however, there's no discretion, and no common sense. They really are the computer says no bank!
Fortunately, I am not relying on A&L for my primary current account - if I were, I think I'd be tearing my hair out by now!
Like a previous poster, I thought that a payment I had attempted online from my current account had not gone through, so I made it again. Eventually BOTH payments left my current account (though they've yet to arrive at their intended destination), making me 20p overdrawn. This immediately attracted a £25 'payment review fee'. I called them and was told that all they could do, as this was the first time, was pass the charge for review, a process which would take about a week. My experience with other banks has been that in such a circumstance, they would be able to cancel the charge immediately - at A&L, however, there's no discretion, and no common sense. They really are the computer says no bank!
Fortunately, I am not relying on A&L for my primary current account - if I were, I think I'd be tearing my hair out by now!
| Posted by Writertype on the 30th June 2008 | |
I was looking around for savers account and i must admit that A&L has the best rates but after reading all that there is no way im going with A&L. I prefere to go with lower rate but at least have my money when and where i expect them to be.
| Posted by Agata on the 29th June 2008 | |
have had an account with a & l for a year the high interest attracted me. all was going well till i was charged for a failed direct debit the charges grew despite funds going in to clear it ended up paying over 300 quid and they closed the account after they got the charges paid, didn,t bother to tell me and money going into the account was being sent back to sender, caused a lot of problems. even wrote to them have had no response. regret moving to them, shoud have stayed with my original bank. don,t deserve the 1 rating.
| Posted by squirrel on the 28th June 2008 | |
I am in agreement with all the opinions here. If they get the opportunity to snatch a few quid they will. In my opinion the difference between them and a back street moneylender is shrinking almost daily. They are happy to talk to you on the phone where they have the advantage of rehearsal and a recording machine, so be careful what you say to them. You could email the CEO on richard.pym@alliance-leicester.co.uk but don't expect much help from him either. Frankly I don't think anyone at Alliance Leister gives a Tinkers Curse about customers or customer relations! I am not happy about having to give them one star when they don't deserve any at all.
| Posted by Stephen on the 22nd June 2008 | |
Slow decrepit internet banking system, takes 1 day to transfer money from A&L accounts, i though my transfer had not worked so did it again and now have two £25 charges.
| Posted by ferg on the 9th June 2008 | |
Sad to say that I've had a similar experience to most people here. If only I'd been aware before.
I've been running their online current account for a couple of years with no major problems other than one or two telephone/password access issues.
Decided to open a new isa with them again no problem but when I tried to transfer in ISA from anoth bank is where problems started.
Two months in money still hasn't been credited to my account (despite confirmation letter from previous provider saying cheque has been sent to them)
Have had many frustrating e-mail communications with customer service team which have lead nowhere. They are now basically admitting that they have no idea where the money is or when / if it will be paid into the account. They have now suggested that I call a member of their specialist investigation team on a premium rate number - yeah right!!
Don't know what else to do - was thinking of visiting local branch office, writing to head office, chief exec etc. but having seen other experiences here can't really see the point.
I've called the banking ombudsman service but they too seem to be as much use as a chocolate teapot. Apparently they can only take on a complaint 90 days after a formal complaint to A&L has been made.
A&L customer service / support is a complete joke - the only thing I can say is that they have so far, been excruciatingly polite!
I've been running their online current account for a couple of years with no major problems other than one or two telephone/password access issues.
Decided to open a new isa with them again no problem but when I tried to transfer in ISA from anoth bank is where problems started.
Two months in money still hasn't been credited to my account (despite confirmation letter from previous provider saying cheque has been sent to them)
Have had many frustrating e-mail communications with customer service team which have lead nowhere. They are now basically admitting that they have no idea where the money is or when / if it will be paid into the account. They have now suggested that I call a member of their specialist investigation team on a premium rate number - yeah right!!
Don't know what else to do - was thinking of visiting local branch office, writing to head office, chief exec etc. but having seen other experiences here can't really see the point.
I've called the banking ombudsman service but they too seem to be as much use as a chocolate teapot. Apparently they can only take on a complaint 90 days after a formal complaint to A&L has been made.
A&L customer service / support is a complete joke - the only thing I can say is that they have so far, been excruciatingly polite!
| Posted by Lefty Mate on the 6th June 2008 | |
My husband has been trying to get a pin number for their new system since March. He has been unable to access the account - they say they have sent it and then several long, long phone calls later they realise they haven't. We found out, purely by luck, that they sent his old customer ID, his new customer ID and his pin number to our old address where we hadn't lived for nearly 2 years. They have been corresponding at our new address all that time. We have been promised calls from managers which never happen. 2 days ago we asked for the pin and a new ID to be sent urgently and 'signed for'. We were again promised a call re this but no call we rang again today (another 40mins at our expense) and were told the pin had been sent 2 days ago (Wednesday) and we would get it on Monday!! Why the hell don't they use Royal Mail instead of this UK mail place they seem to insist on using and which takes ages to get anywhere? UNFORTUNATELY I BELIEVE I HAVE TO LEAVE A RATING BUT WOULD PREFER NOT TO!!
| Posted by G Hutchinson on the 30th May 2008 | |
I thought it was just me?!! but am now really regretting transfering my ISA to alliance and leicester, THEY ARE USELESS, I have trouble with their website and logging on to it. I have received strange and irrelevant letters and most annoyingly my ISA has still not been set up after nearly 8 weeks, the FSA say it should take maximum of 30 days. I would strongly advise anyone to think twice about using the alliance and leceister for anything. by the way I have NEVER bothered to leave anything on this sort of website before.NEVER.
| Posted by Tony Pettit on the 30th May 2008 | |
iam trying to view my accounts. why can i not loggon as before
| Posted by j&e taylor on the 24th May 2008 | |
I opened an account with A & L simply to deposit a cheque so it would not get eaten into in my other account, I filled a form out stating I did not want any direct debts transferring from my other account. Tthe very next moth I find all my dd from 1st account had been transfered by my wages had not, my cheque was immediately eaten up, and after many calls eventually had some charges refunded. After 3 months of this I lost my rag and asked them to transfer all dd back to original bank. The people in the branch instructed me they could not do this and that I had to do it on their prehistoric online banking service. I have now been sent a default letter threatening legal action for being 98 pounds overdrawn through more charges. Still not as bad as my dad's treatment. He informed them 6 times he had terminal cancer and had problems with funds; day after he died they sent a solicitors letter, they never even bothered to reply to him! Definitely the worst bank I'ive ever had the misfortune of using and I thought Halifax were parasites!
| Posted by rob newton on the 8th April 2008 | |
Alliance and Leicester are rubbish, they just mess people around with money. I had to put the same request in 6 times before they stopped charging me for the same thing which nearly came to £190; I would have been overdrawn. It's stupid trust me do yourself a favour and stay away from them; they are nothing but trouble, not even 1 star rating.
| Posted by david on the 5th April 2008 | |
I have been with Alliance & Leicester for about 8 years. When I first started banking with them they were fine, their customer service was quite good, but over the years I find it ridiculous. I have had more bank charges than ever; this month alone I have had £350.00 in charges. I informed them that I had been in a car accident last year and that I had been out of work; there attitude to this was 'well it's not my problem'. On top of the charges that they had already charged me, I was then charged again for being overdrawn. The Alliance & Leicester say they are a cheaper bank and offer better interest rates; no wonder with all the charges they bang on you. I am now in the process of claiming all of my bank charges back and I would urge anyone who has encountered this problem to do the same. I am going to give them 5 stars for being this country's worst bank ever; it should be shut down.
| Posted by michelle on the 2nd April 2008 | |
Firstly as an existing customer (I also bank with Lloyds), it took 3 weeks to open an esaver account with A & L after I was attracted by the 6.5% rate. After several emails it was eventually opened.
I initially transferred 1 pound it went through fine and then followed it with 100 pounds. Everything was fine for about 2 weeks. Then all of a sudden I notice both payments bounced... 18th of March the 1 pound bounced... as of the 1st of April (and this is no April Fool) neither amount has been returned to my Lloyds Tsb account. To add to my impending misery I have just transferred 1000 pounds to the same account and am looking at going 999 pounds overdrawn (because I transferred 999 into the A & L account trying to salvage the money before it too disappeared). Nobody seems to be able to help me as A&L are blaming the Lloyds Tsb account, which I, nor Lloyds believe to be true... My only hope is to be kept on hold on a rip off premium rate number costing me money in the hope to speak to another miserable call centre representative (who cannot call me back) at a premium rate... One word of advice, do as I am going to do... save yourself the grief... terminate your account! 0 Star Rating for customer service.
I initially transferred 1 pound it went through fine and then followed it with 100 pounds. Everything was fine for about 2 weeks. Then all of a sudden I notice both payments bounced... 18th of March the 1 pound bounced... as of the 1st of April (and this is no April Fool) neither amount has been returned to my Lloyds Tsb account. To add to my impending misery I have just transferred 1000 pounds to the same account and am looking at going 999 pounds overdrawn (because I transferred 999 into the A & L account trying to salvage the money before it too disappeared). Nobody seems to be able to help me as A&L are blaming the Lloyds Tsb account, which I, nor Lloyds believe to be true... My only hope is to be kept on hold on a rip off premium rate number costing me money in the hope to speak to another miserable call centre representative (who cannot call me back) at a premium rate... One word of advice, do as I am going to do... save yourself the grief... terminate your account! 0 Star Rating for customer service.
| Posted by Gazza on the 1st April 2008 | |
Their pretence at listening is woeful as I rang to ask about a £12 late charge to my account. Having informed them before I left for my 5-week holiday and returning to find this charge, I was most annoyed that I was not informed that I ought to have paid a small outstanding credit before I left. Anyway, I suppose times are hard for A & L and they insisted that I owe the late charge. I will pay it and take my custom to away and incidentally, I've been with them for 10 years. They are OK when things are OK but when not, they really don't want to know. Shame on them!
| Posted by Sharon Wong on the 25th March 2008 | |
Is anyone having problems with on line access for the A&L credit card which is run by MBNA? It's seems to be always down. I would say 8 times out of 10 I can never get onto the service.
Maybe MBNA and A&L are having issues due to the credit crunch
Maybe MBNA and A&L are having issues due to the credit crunch
| Posted by mike plackett on the 18th March 2008 | |
Banked with them for 18 years, totally disagree with the new Banking Charges imposed, telephoned them to ask about the new overdraft charges, and was told that it was a fairer system, and that I was the only person to complain about them!, Right. Customer service was appalling, their response to us wanting to close the account was, do as you like, I can close it for you now if you want! So after some thought, and opening a bank account with a proper bank, we called back to close the account, and was put through to retention, where they offer to refund the last two month charges, if we kept the account open, which we declined to do. There response was to advise that the due to the fact we wanted to close the account, we now owed them an overdraft fee for the current month. In my opinion it was worth paying to close the account, would never bank with them again. No Star Rating. Maybe the only hope for Alliance Leicester is they get bought out by a proper bank.
| Posted by N Burden & A Spikings on the 14th March 2008 | |
Completely fraudulent and a disgrace to the banking community. They have taken thousands of pounds from me in illegal charges. Stay well clear! ZERO rating on here from 20 reviews! Disgusting. SAY NO to ALLIANCE LEICESTER!
| Posted by J. Smith on the 10th March 2008 | |
As bad as banking can get. Why am I obliged to give them any stars at all? If you want charges, more charges, staff who are so ashamed of their jobs that they will not identify themselves, long waits on premium-rate telephone lines, errors, lazy incompetence, and yet more charges, the A&L is the bank for you. If you want a clean and efficient online banking service, look elsewhere. Don't even open an account to try for yourself - they'll never let you close it and you'll have charges, more charges and even more charges for not using it.
| Posted by Paul Chappell on the 8th February 2008 | |
On Wednesday I tried to transfer £150 from one of my current accounts to the other. Internet banking did not confirm that this had been done so I did it again and again. The crux of the matter is they charged my £75 as I had insufficient funds for all the transactions. I transferred some of it back the next day, but 24 hours later it is still in limbo and I cannot use my £400 it is not usable funds in either account. I need to pay a bill. They will not admit that they are depriving me of my money. I wish I had read some of the adverse comment before I opened my account last year, then I would not be having to change yet again. Can anyone recommend an honest reliable bank that puts customers first? No stars!!!!!!!!
| Posted by S Walding on the 7th February 2008 | |
The worst bank ever, they are hopeless. I would recommend keeping your money in a shoe box under your bed then use Alliance Leicester. Can never get hold of anyone on the phone; when you do, they are useless. I could not remember my pass code when I did get hold of someone after 55 mins on hold, they said they could not sort it and would have to go in to a branch, which I told them I physically couldn't, so they said well they could not help and hung up. STAY AWAY !!!
| Posted by C. Duggan on the 23rd January 2008 | |
I have switched my mortgage from my bank (RBS) to Alliance Leicester just 2 months ago, I wish I had read these comments before. First month they have taken mortgage payments twice and before Christmas left me with nothing... and than told me to wait 7 days... After long arguments they have eventually credit me back... When i thought that's it, no more problems, this months DD has not been collected for my mortgage payment, and I received a letter stating they will contact credit reference agencies for my default on my mortgage. Thing is they have taken dd 15 days later than they should of and I have no idea about it. Money sits in my account waiting to be collected, they don't take the payment and than they do and now I will be defaulted...cant wait to call them in the morning... Can you believe this??? I have been with RBS 8 years, no problem at all and this... Plz avoid dealing with this Bank...
| Posted by Nicola Elliott on the 18th January 2008 | |
I'm close to closing my account! I've been with the A&L since I was a kid, and on the rare occasions I pop into the city to pay a cheque in, EVERY time I do, the machine does not give out envelopes. I don't even know why I waste my time trying, coz I'm always proved correct, i.e. I always presume I'll fail and I usually do. You would have thought that with only the odd trip to the machine, I'd strike lucky more often than not... but quite the opposite. The website encourages you to contact the branch and gives no customer service on-line either. Pathetic and immensely annoying. You'll get a smarter investor at the Alliance & Leicester? Yes... I'm smart alright... I'm changing banks... Grrr
| Posted by I Perry on the 18th December 2007 | |
Appalled at having to give them any rating at all to be honest - a fat negative in real terms. I became fed up with Barclays and having seen an ad online offering a seemingly 'painless' bank account transition by the Alliance & Leicester I decided to go for it. In short A&L the transition did not go smoothly - claims were still being made on the Barclays account when the money was with A&L. I withdrew funds from A&L to cover the Barclays overdraft and fees and then guess what, yep by the time the direct debits etc. pitched up at A&L I was already some £200 down in fees. A&L rejected something like 10 DD requests over a period of a few days and charged me £350 for the privilege; I contacted them there and then asking for some kind of suspension of account charges as I was battling to get the account back into credit - no chance, they continued to charge me for being overdrawn. I wrote to them officially requesting the account be closed so that I would not incur further charges; that letter was dated the 6th of July. I have followed up with many phone calls and further letters, they ignored me for three months then wrote to me in October saying the matter was being investigated. Last week I got a letter from them stating they are accepting no liability. They have closed my account and issued me with a default notice and a claim for £280 being the remaining charges sum - all in all they have charged me around £1,000 but I will be fighting to get that money back. As a quick fix I cancelled all DD's with them but unfortunately having lost so much money in charges I couldn't pay the various providers and as a result we had two mobile phones cut off, my wife has lost three life insurance policies (which I am trying to get reinstated), our electrical goods warranties DD's weren't paid and were cancelled as a result. I am utterly speechless at their disregard for customers. I saw someone mention the Northern Rock debacle - when that happened the A&L share price crashed though it quickly recovered, how I'd love to see a flurry of short sales in A&L and see them driven into the ground. Ironically my mortgage is with NR and I've never had any trouble with them at all - brilliant service provider in fact. I'll keep you posted re getting my money back.
| Posted by Ricky Maloney on the 14th December 2007 | |
Once overdrawn I paid in some money to clear the balance. Month later a letter comes saying I am overdrawn again - because they charged me for being overdrawn in the first place. They can never tell you how much or when they will take the charges, so you have to guess and overbid their next charge if you want break free from this vicious circle. Last time I paid in £150 into my account and still that was not enough - they charged me £150 on top of outstanding balance and made me overdrawn yet again! Six month on and with no other outgoings from the account but their own fines, A&L had charged me the hefty £300! Nice little earner! I warn you to stay away from them! P.S. Customer Service is appalling.
| Posted by Lilia on the 29th November 2007 | |
(...) I thought I might warn everyone to take any "advice" given with a pinch of salt, based on my experience.
At my local branch I saw a financial adviser to see about getting a further loan of £25,000 to use with my very in credit flexible mortgage to buy some land. My mortgage is due to be paid off in about 7 years and I am single with no dependents. But they advised me to take mortgage payment protection even though I have adequate protection through my employment for up to 5 years. OK I said I would have to check on the protection my employment provided before I got back to the adviser, but still she insisted that she thought it was a good idea to take out additional cover. This was even after I said I would sell the land and increase the term of my already small mortgage is something bad actually happened. Anyway, I got away by saying I would consider the offer and then spoke with my independent fee based financial adviser who deals with all my other finances. He agreed it was ridiculous and that I should not have been advised to take on cover as I would not be at risk of not paying off my mortgage even if I fell ill in the next two years. He also said there was little point in trying to complain as the rules regarding those that are allowed to give such advice would be changing in the next two years i.e. One has to be qualified to give such advice. Currently they are not.
Saying all that, now I know not to trust them and get any advice from my branch checked independently. I am happy with the preferential interest rates and flexibility of my mortgage that I can transfer every two years at minimal cost onto the next best rate.
At my local branch I saw a financial adviser to see about getting a further loan of £25,000 to use with my very in credit flexible mortgage to buy some land. My mortgage is due to be paid off in about 7 years and I am single with no dependents. But they advised me to take mortgage payment protection even though I have adequate protection through my employment for up to 5 years. OK I said I would have to check on the protection my employment provided before I got back to the adviser, but still she insisted that she thought it was a good idea to take out additional cover. This was even after I said I would sell the land and increase the term of my already small mortgage is something bad actually happened. Anyway, I got away by saying I would consider the offer and then spoke with my independent fee based financial adviser who deals with all my other finances. He agreed it was ridiculous and that I should not have been advised to take on cover as I would not be at risk of not paying off my mortgage even if I fell ill in the next two years. He also said there was little point in trying to complain as the rules regarding those that are allowed to give such advice would be changing in the next two years i.e. One has to be qualified to give such advice. Currently they are not.
Saying all that, now I know not to trust them and get any advice from my branch checked independently. I am happy with the preferential interest rates and flexibility of my mortgage that I can transfer every two years at minimal cost onto the next best rate.
| Posted by Fiona Tait on the 6th November 2007 | |
My experience with Alliance & Leicester indicates that the back office staff don't have much of a clue. After 6 months of relatively hassle free banking with them I thought I would transfer my Barclays accounts to them. I have good sized overdraft facility with Barclays, and even though I rarely use it I like to know its there if needed. So I asked A&L for an overdraft half the size of the Barclays one, expecting no problems and preparing to shift banks. A&L's reply was that my credit score was not high enough for them to grant an overdraft, and I should reapply in 3 or 4 months by which time my rating may have improved. As I have had an Experian credit rating of 999 for about 8 years I think there is little chance of my rating improving much in the next 3 or 4 decades, therefore I will be abandoning A&L shortly in favour of a bank which actually bothers to check their customers credit status properly.
| Posted by J. Samuel on the 5th November 2007 | |
I was very stressed last month when my nephew died. As a result I forget to keep tabs on my bank balance. A payment was taken from my A&L account which resulted in an unauthorised overdraft. The day I went overdrawn I set up an overdraft facility and paid cash into my account. Obviously this wasn't quick enough, they charged me £25 to review the payment and £25 for the unauthorised overdraft, plus 1p interest. £50.01 for being overdrawn seems extremely expensive. I am considering changing my bank, can anyone recommend a good one? I've been with the A&L since about 1975. Why isn't there a zero star rating?
| Posted by H C on the 1st November 2007 | |
I've been with A & L 6 months and am so angry about their charges. I just logged onto my a/c and see they've reversed a direct debit of £46.00 for the 26th and charged me £34 for the privilege!! I had £34 in my a/c the morning of the 26th and dashed to my branch at lunch to deposit £30 extra cash to cover it, my statement actually reads that on 26th I had a balance of £64, but on the same day they take out d-debit, paid it back and then took £34 in charges! Incredible!
| Posted by Shona Wade on the 27th September 2007 | |
This is my main bank, but I don't know why. Good interest rates are its only redeeming feature. You can provide good interest rates without behaving in the following manner though:
-- When I called them about a letter they sent out which made no sense because it was not dated, I got abuse from the customer service rep who simply would not accept what was printed on the paper in front of me.
-- When I called using the "from abroad" number because I didn't see why they should profit from me calling at a premium rate (yes, 0870 is a premium rate) to deal with a problem of their making, they ticked me off and said they would put a mark on my record in case I called them that way again!
-- They try to make their complaints procedure as convoluted as possible, telling you to contact their local branch. What's a local branch? I've never visited one.
-- I had to follow their complaints procedure after they'd ignored (literally - no response to secure messages) my complaint about unclear information about charging for tax certificates. They only relented when I quoted the Banking Code at them! And their response was to make things worse by charging an obligatory £10 for a tax certificate on the current account where they didn't before!
I'm getting ready to leave...
-- The latest, and why I've been moved to make the comment today (and found this site) - Firefox. Firefox is a more secure browser than Microsoft Internet Explorer. Firefox adheres much more closely to open standards, the bedrock of the Web. Firefox runs on much more secure operating systems than Microsoft Windows. So you'd think they would encourage it. But no, they take the lazy Microsoft option and warn you in a pop-up that your browser is not supported. Normally the site is usable - the formatting is to pot but it works.
However, this morning they had put a huge animated Flash advert on their front page which obscured the link for the internet banking, forcing me to examine the source code in order to be able to log on to it! The silver lining: I have now installed the Flashblock extension for Firefox (another good reason to use Firefox!), saving me a lot of bandwidth and irritation, and depriving A&L of advertising opportunities. Doesn't allow me to get to the link though, as the browser still sees it as hidden under the area where the Flash drivel would appear.
-- When I called them about a letter they sent out which made no sense because it was not dated, I got abuse from the customer service rep who simply would not accept what was printed on the paper in front of me.
-- When I called using the "from abroad" number because I didn't see why they should profit from me calling at a premium rate (yes, 0870 is a premium rate) to deal with a problem of their making, they ticked me off and said they would put a mark on my record in case I called them that way again!
-- They try to make their complaints procedure as convoluted as possible, telling you to contact their local branch. What's a local branch? I've never visited one.
-- I had to follow their complaints procedure after they'd ignored (literally - no response to secure messages) my complaint about unclear information about charging for tax certificates. They only relented when I quoted the Banking Code at them! And their response was to make things worse by charging an obligatory £10 for a tax certificate on the current account where they didn't before!
I'm getting ready to leave...
-- The latest, and why I've been moved to make the comment today (and found this site) - Firefox. Firefox is a more secure browser than Microsoft Internet Explorer. Firefox adheres much more closely to open standards, the bedrock of the Web. Firefox runs on much more secure operating systems than Microsoft Windows. So you'd think they would encourage it. But no, they take the lazy Microsoft option and warn you in a pop-up that your browser is not supported. Normally the site is usable - the formatting is to pot but it works.
However, this morning they had put a huge animated Flash advert on their front page which obscured the link for the internet banking, forcing me to examine the source code in order to be able to log on to it! The silver lining: I have now installed the Flashblock extension for Firefox (another good reason to use Firefox!), saving me a lot of bandwidth and irritation, and depriving A&L of advertising opportunities. Doesn't allow me to get to the link though, as the browser still sees it as hidden under the area where the Flash drivel would appear.
| Posted by N Regan on the 8th September 2007 | |
I have to agree with all the above! Shame there isn't a 0 star rating. Please please don't make my mistake - I assumed high interest rates was the most important thing about a bank. I have been charged 2 times (£25 for each day) for a 3p overdraft, when the money was being transferred from my own Alliance & Leicester account (which took 2 days). They now insist I go into a branch to sort out the problem.
Other problems: customer service (slow and discourteous); website (doesn't work very well with Firefox); transfer of money (can't be done between some A&L accounts; other accounts takes 2 days) etc. Avoid at all costs.
Other problems: customer service (slow and discourteous); website (doesn't work very well with Firefox); transfer of money (can't be done between some A&L accounts; other accounts takes 2 days) etc. Avoid at all costs.
| Posted by Lydia Walding on the 23rd August 2007 | |
I agree 100% that Alliance and Leicester are the worst bank going, they are inhumane when it comes to bank charges.
| Posted by Patricia Anderson on the 22nd August 2007 | |
What's good? Interest rates. But note A&L are masters at offering a promotional rate to hook you in and then lowering it as soon as a year is up. Existing customers can't apply for the best deals. The internet banking site works as least as well as other banks I have tried, but they don't correspond via email. You always have to phone.
What's really bad? Telephone customer service. They are giving the City of Liverpool a bad name. I have actually had real heated arguments with the staff on the phone and it takes quite a lot to get me annoyed.
A&L's charges are not fair and its customer service team's general attitude is quite combative and hostile to any questions about charges. I once asked them to justify their charges, as the OFT are doing now - £25 for going £10 overdrawn? Even if you put money in on the day? How much does it really cost them to administer an overdraft?
There's also no (well it's £5) overdraft "buffer zone". Some banks offer £30. They need to learn from the masters of banking customer service - Smile and First Direct.
So why stick with them? Interest rates are pretty good, particularly in overdraft. They also raised my overdraft limit which was quite pleasing.
What's really bad? Telephone customer service. They are giving the City of Liverpool a bad name. I have actually had real heated arguments with the staff on the phone and it takes quite a lot to get me annoyed.
A&L's charges are not fair and its customer service team's general attitude is quite combative and hostile to any questions about charges. I once asked them to justify their charges, as the OFT are doing now - £25 for going £10 overdrawn? Even if you put money in on the day? How much does it really cost them to administer an overdraft?
There's also no (well it's £5) overdraft "buffer zone". Some banks offer £30. They need to learn from the masters of banking customer service - Smile and First Direct.
So why stick with them? Interest rates are pretty good, particularly in overdraft. They also raised my overdraft limit which was quite pleasing.
| Posted by S. Hill on the 29th July 2007 | |
They didnt bother telling me that someone was drawing out hundreds of pounds fom my account in Canada. When I asked why they didnt contact m,e they said it was at night so they sent a letter!!!!!! I was told that the transactions had not been authorised but the next day it was all gone. They didnt refund me as they said they would. I am so fed up of doing theyre jobs for them. They charged me £68 for 2 failed direct debits and told me that as my funds cleared 3 minutes after the start of the working day I had insufficient funds. I CAN NOT WARN PEOPLE ENOUGH HOW BAD THIS BANK IS
| Posted by Rich Soper on the 13th March 2007 | |
this bank is the worst bank i have ever been with. the local branches have no idea what to do with customer queries. all tthey tell you to do is ring the number in your cheque book. head office is a waste of time as they are no help at all. they charge you extortianate amounts when you go overdrawn £34 for a returned direct debit. no leeway at all.
| Posted by David Ripley on the 19th January 2007 | |
This bank is the worst I have been involved
with ever they get direct debits wrong continually charge you and then charge you on top of charges.
with ever they get direct debits wrong continually charge you and then charge you on top of charges.
| Posted by Hazel Newton on the 23rd November 2006 | |
AND they arent even worth one star! GRRR
Anyway, these guys tend to make MANY mistakes in all areas of admin. So check all paperwork, and if u have any doubts about something they did or didnt do....trust yourself - youre probably right!
Anyway, these guys tend to make MANY mistakes in all areas of admin. So check all paperwork, and if u have any doubts about something they did or didnt do....trust yourself - youre probably right!
| Posted by S. Paddon on the 7th June 2006 | |
