Furness Building Society Avis 

Can't fault Furness for friendly in-person responses via their contact channels (website, app and email). Special hats off to Chrissy C and Claire Y. I wonder if their IT systems have maybe been slightly overwhelmed by the end of tax year investment rush? But very impressed by their real people and it's a lesson for the avaricious top executives that having REAL people and not useless 'chatbots' wins over customers. Well done Furness.

What a complicated enrolment photo id process which doesn't work

Tried for a few hours to apply for a transfer in of a cash ISA but failed . Their process doesn't work so don't waste your time . Whoever thought up this scanning of your passport via your laptop camera needs sacking. Here are some of the stupid messages that pop up while your trying to fit your passport into some screen.
1. image too far away
2. Move closer
3. Move further away
4. Image too blurry
5. Too dark
6. Can't recognise the details on the passport

etc etc etc etc etc etc.

Thank you Furness Building Society for offering such an incredibly poor convoluted process that is frankly not fit for purpose, amateurish , and wasted hours of my time . Have you bothered doing any end user acceptance testing (UAT)? Seems not , in which case you need to get rid of the IT people who you contracted out this work to. Note that when I worked for an IT company for 25 years they hired cheap offshore contractors who had no idea about UAT and we ended up losing customer confidence in our company. Hopefully , you will see the light before it damages your brand name. Also , you provide a paper process that is just as convoluted because you want certified copies of passport or driving licence. Do you know how difficult and problematic it is for your potentially new customers to get a signed certified copy? Try it yourself .
End customers want simple processes that do no take up their time. Your processes just annoyed and irritated me and I will avoid you like the plague.

Don't bother wasting your time trying to open account with these folks, their enrolment process is broken.

They ask to take pictures of your driving license and yourself, then refuse to open account without any explanation.

I wonder what they do once they have your personal details and images. This sounds really dodgy to me as no other banks ask for this.

Having wasted most of the morning with this stupidity, I opened an account with paragon in minutes.

I had problems arranging a transfer after opening a 2 year fixed isa and, as a result, gave a poor review. However, I am very impressed with the way customer services adressed my complaint, providing an apology, action plan, compensation, and advice. Hence, I am now pleased to give Furness a glowing review for the work that they have done to improve my customer experience.

I contacted the Furness Building Society help-desk for assistance and received excellent and prompt support & guidance from the team. They were helpful and able to complete my request within minutes.

Just opened an anniversary regular saver with Furness BS. Mightily impressed. Opened the account very shortly after it became available on line and within less than 10 minutes everything was up and running. Sent first monthly deposit even though it failed COP (as expected so soon after opening) and just waiting for it to show on line, probable tomorrow.

For any Building Society, never mind a small one, the service has been impressive. Some of these others that open attractive accounts and then get stuck, unable to cope, should take lessons from Furness

I downloaded the Furness Building Society app to open an account when it was first released. Since then I've had my maturity through and found switching my product really easy, all done through the app.

The app is user friendly and easy to use which was great for my first account with the Furness. Also managing money was straightforward with the details they provided, very happy with the whole service. Thank you

Excellent customer service from a genuinely locally focused business

Furness helped me greatly with 2 expatriate buy to let mortgages. They were complex but dealt with very professionally and with speed too. The rates on offer were excellent.

I would highly recommend them to anyone.

I’ve been visiting the branch in Kendal for many years now and the team there always cheer up my day.

As an independent mortgage broker, Furness are a lender that I am always happy to recommend. Their service levels and lending criteria are good and with a manual underwriting process, they are a lender that will listen and take a view on cases that some other lenders would not.

Great in branch service. Very helpful with my mortgage queries

Great mobile app for savings. Easy to open and easy to transact. And smooth maturity process. Staff will call if you need help.

I had a 2-year fixed mortgage with Furness. Halfway through, I finally found the courage to leave an abusive partner. That decision left me jobless, with no income and nowhere to turn.

I immediately told Furness about my situation, hoping for even the smallest bit of understanding or support. Instead, I was met with cold indifference. When my fixed term ended, my mortgage payments doubled overnight. Their only response: “You have to pay it.”

I filed a complaint, desperate for help, only to be told that everything they did was “justified.” For over nearly 2 and a half years my home stood empty as I struggled to pick up the pieces of my life—while they showed not a shred of compassion or empathy.

Now that I’ve finally sold the property, I can only warn others: Furness offered me nothing but cruelty and disregard at the lowest point in my life. No support. No humanity. No help.

Filled in the online enquiry form for a new mortgage and never received a response. Called into a branch and asked and was just told I had to ring up to chase.
Would have liked to have used a local BS but had no response from them!

It is almost as if the identity verification process has been designed specifically to frustrate your ability to apply for a simple savings account. Round and round in circles you go - nothing will satisfy the bot whose job it is to capture your likeness - and no working option to upload manually. A headache inducing waste of time.

When I placed savings with them in 2021 I had access to my savings online. For reasons known only to them, they then decided to create a new website and I cannot now access my accounts online.
I took note of the email I received a few months ago and decided to register. WHAT A MISTAKE!!
Because I have to take a photograph of me and my passport I have to do this on a mobile device - why ? Other companies allow a scan of my passport ! But I persevered and used my tablet. The registration process broke down 5 times, and each time all the information was lost and I had to re-start. On the 5th time I decided enough is enough, I have better things to do with my time ! Why change a working website???

I was selling my house and purchasing a new one so needed to change my mortgage I contacted Furness and spoke to fern Cloudsdale and explained this was somthing I needed doing fast and In record time fern explained everything with me and got me approved and paperwork sent over. I have to say fern worked extremely hard and got done what I needed as promised with no stress. Thankyou again fern