Not customer centric Building Society My wife and I have been regular saver with Monmouthshire Building Society over several years but NO MORE. It seems unless you save with them through their new... Voir plus
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Lisez les avis des autres
Have just downloaded the App and opened a Regular Savings Account at 6%. All done in less than 10 minutes. No errors, not problems, all smooth. I did notice some older reviews that were not favou... Voir plus
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After many months of the worst app experience of any financial institution, MBS finally seemed to have sorted the problems a few weeks ago, HOWEVER, in the last 24 hours I have had to delete and re... Voir plus
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Having failed twice before to open a regular savings account with MBS owing to issues with the app, this time I was successful. I now have a regular savings account with MBS. The App must have been ex... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
We are a mutual building society run for the benefit of our members. We offer mortgages and savings products throughout Wales and England.
Coordonnées de contact
John Frost Square, NP20 1PX, Newport, Royaume-Uni
- membercontact@monbs.com
- monbs.com
3,1
Moyen
120 avis
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A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
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Friendly honest staff who really look…
Friendly honest staff who really look after you
26 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for leave a review. We'll share your feedback with our retail team.
David is a credit to the Monmouthshire BS
David is professional, polite and goes beyond what would be expected of a member of the team at the Swansea branch .
23 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review. We're so pleased to hear your positive feedback for David. We'll share your comments with the Swansea team.
Lovely lady very polite and helpfull
Miss muss noor collegue of building society Lovely lady very polite and helpfull
19 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review. We'll share your kind words with Muss.
Seen immediately in branch by Muss who…
Seen immediately in branch by Muss who was excellent and gave great advice, very professional. Great service as usual from the Monmouthshire b
14 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for leaving a review regarding your branch visit. We're so pleased that you received great advice and service. We'll share your feedback with Muss.
Poor mobile application and service
Having read other reviews I can see this building society doesn’t score well. On a regular savings application my linked account was rejected prompting me to phone in. The agent didn’t know tge reason for the rejection. The app didn’t allow me to retry with another account, tge advice was to delete, reinstall and go through all the rigmarole again. Now I’ve put in a different linked account and am waiting for my application to be processed. Why. Is this not automated. Will it be worth the effort of setting up a regular saver account? Who can tell.
19 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We’re sorry that you have experienced issues on our app whilst applying for a regular savings account.
We apologise for the inconvenience caused by your linked account being rejected and having to repeat this process. Your review will be shared with our app support team, as we continue to try to improve our digital services for our customers.
We’re aware that you spoke with a member of our Savings and Customer Contact team today regarding your review. If you need any further support, the team are available Monday – Friday 9am to 5pm and Wednesday 10am to 5pm.
Attended without an appointment and…
Attended without an appointment and they managed to fit me in . Very courteous and professional
16 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review. We'll share your positive feedback with our branch team.
Outstanding service
The staff at the Cardiff Queen St branch were extremely friendly and helpful getting my issue resolved quickly. A massive thank you to them!
14 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for leaving such positive feedback for our Cardiff branch colleagues. We'll pass on your thanks to the team.
Professional
Professional, helpful staff who are more than willing to help with problems. We're 2 old folk who needed, and received all the help we needed. Well done to Morgan in the Risca branch. We're extremely grateful.
14 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We're so pleased to hear that you received all the help that you needed in our Risca branch. We'll share your comments with Morgan and the team.
App don't work for app only accounts!
Offers app only accounts, and the app don't work!
5 months ago, I opened an app only savings account. Then I got a new phone. Tried to set up the app on the new phone, and it is impossible.
First I selected I have an account and am registered for the app. They send me a SMS with a code to continue the registration which the app accepted the code...only to immediately say the number is not recognised! What??? You just accepted the code!
OK I thought, I will register to use the app as a new user, entered all my details, only for it to say I am already registered!!! Basically I have no way of accessing my account now unless I run 2 phones which I do not want!!!
13 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for providing us with your feedback. We’re sorry to hear that you have experienced issues whilst trying to set up our app on your new phone.
We apologise for the inconvenience that this has caused you and we’ll share your feedback with our app support team.
We understand that you have been in contact with a colleague from our Savings and Customer Contact team yesterday and your concerns have been resolved.
If we can assist you any further, please reach out to us by email or call our Savings & Customer Contact line on 01633 844340. Our opening times are Monday, Tuesday, Thursday, Friday 9am – 5pm and Wednesday 10am – 5pm.
First class service from Louise and…
First class service from Louise and Morgan at the Risca Branch.
Thanks again.
13 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review for the Risca branch. We'll share your feedback with Louise and Morgan.
Think twice before you take out a mortgage with MBS
The Bank of England has reduced the base rate six times in the last eighteen months by a total of 1.5%. The Monmouthshire: three times by a paltry 0.5%. They will say they are not obliged to follow the BoE rate and have a responsibility to borrowers and savers... But with a 61% rise in profits this year, MBS's claim to be run for the benefit of their members sounds very, very hollow.
8 janvier 2026
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to leave us a review, we understand that interest rates are a key concern for customers.
When reviewing our interest rates we consider market conditions, regulatory requirements, the need to maintain financial stability and long-term sustainability for all customers. We regularly review our rates to ensure they remain competitive and aligned with our values.
As a mutual organisation, we do not have shareholders to satisfy, which means our focus is on balancing fair returns for savers with affordable lending for borrowers.
Profit made helps to keep the Society secure, invest in our future and provide protection for our customers and the Society. We’re working hard to improve our systems which will enhance our customer experience and help us to become more efficient so that we can offer more competitive products across savings and mortgages in the future.
Excellent staff!
The staff in the Cardiff branch are super helpful and friendly. It’s a pleasure to visit!
5 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review for our Cardiff branch. We'll share your feedback with the team.
Swansea is a helpful and friendly…
Swansea is a helpful and friendly branch love my local branch and my passbook
5 janvier 2026
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Réponse de Monmouthshire Building Society
Thank you for leaving a review for the Swansea branch, we'll share your feedback with the team.
Excellent service in branch
Excellent service in branch. Each visited greeted by knowledgeable friendly staff who couldn't do more to help. Feels like money in safe place compared with App based digital accounts
11 décembre 2025
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Réponse de Monmouthshire Building Society
Thank you for leaving a review regarding the service that you received in one of our branches. It's great to hear your positive feedback for our branch colleagues, we'll share your feedback with them.
The extra 1-2% they offer is not worth the hassle
Signed up for the regular saver account since they had slightly better rates than other banks. Now it is coming up to christmas and I need to access the money i saved but unfortunately, like many others, i am unable to access the app. Despite multiple uninstall/reinstall attempts. Called them up and apparently they have an internal issue which they are trying to resolve but they can't give a time frame on that and no guarantee that we will be able to access our accounts before Christmas. This is disgraceful. Avoid!
17 décembre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review. We’re sorry to hear that you have been affected by an internal issue regarding our app and we apologise for the inconvenience that this has caused you.
If you would like to discuss your review further with us, please contact our Savings and Customer Contact team on 01633 844340. Our opening hours this week are Monday and Tuesday 9am-5pm.
Earlier this week I got my Coventry BS…
Earlier this week I got my Coventry BS account working through their phone app, so I thought I'd try the Monmouth app too.
12 Dec Installation doesn't even fully complete so it's not a problem with verification. Takes ages "Getting things ready" then after "Before using the app agree terms and..." & ticking agree boxes and Continue it just freezes.
13 Dec several remove, reinstall, reboot and restarts later, it finally installed and asked for my mobile number, sent passcode. Currently frozen at accepting that. Time to reboot and reinstall. Again.
Still 13 Dec. Reinstalled, rebooted, powered off and on, now freezing same as yesterday, doesn't get as far as asking for my mobile number.
So MonBS, maybe you need to find another app developer, get customer testing/validation before you offer the app again ?
12 décembre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback on our app. We’re sorry to hear that you are experiencing issues with our app and we apologise for any inconvenience this has caused you.
We requested your information so we could provide you with some further help and support. If you would like to discuss your review, please contact our Savings & Customer Contact team on 01633 844340. Our Opening hours are Monday, Tuesday, Thursday, Friday 9am – 5pm and Wednesday 10am – 5pm. We close for Christmas at 5pm on Tuesday 23rd December and reopen on Monday 29th December at 9am.
I could have been lucky but I managed…
I could have been lucky but I managed to open a regular savings account through the app easily, took about 10 minutes
7 décembre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to leave a review, we are so pleased to hear that you managed to open a savings account easily through our app. We’ll share your feedback with our digital team.
I paid off my mortgage with…
I paid off my mortgage with Monmouthshire Building Society, but they still took another full payment afterwards. I could see it showing under my pending transactions and tried calling several times, you simply can’t get through on any of the numbers. When someone eventually called me back, they assured me the extra payment wouldn’t be taken. And guess what, it was.
Now I’m left chasing them again, and getting through is a nightmare. After years of being a customer, I expected much better communication and care, especially at such an important point like mortgage redemption. Really disappointing experience.
4 novembre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to leave your feedback. We’re sorry to hear that you had a disappointing experience whilst paying off your mortgage.
We apologise that you have had an additional payment taken and haven’t been able to reach us due to our phonelines being busy.
We strive for excellent communication with our customers, and your feedback will help us to improve our customer experience in the future.
Our complaints team are currently investigating your concerns, and you will receive email correspondence from the team shortly.
App is not fit for purpose
App is not fit for purpose.
Opened a regular savings account due to the decent percentage, however I’m thinking of closing this to go with another bank because of how glitchy and awful the app is to use. I’m still yet to see my deposit in my account which has been 2 days since I sent this over. The app constantly crashes, it’s something out of the Stone Age. Really awful. Wish I hadnt bothered.
23 octobre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We’re sorry to hear that you have experienced issues whilst using our app and we will share your review with our digital team.
As a Building Society, our electronic payments are initially received into our bank account before being uploaded to our customers’ accounts, this means that electronic payments may take a little longer to show on your account.
We asked for your contact details so we could investigate these issues and provide any further support. If you would like to discuss your review with a member of our Savings and Customer Contact team, please call 01633 844340. Our opening hours are Monday, Tuesday, Thursday, Friday 9AM – 5PM and Wednesday 10AM-5PM.
Opened a regular saver account and easy…
Opened a regular saver account and easy access account on the app. Eventually managed but not without a lot of hassle. The app is the worst I have come across and is not fit for purpose. It should be discontinued immediately until it can be replaced with something better (it can't be worse!!!).
Tried to register for online banking. Entered everything asked for correctly. Then I got a tick - good I though, all sorted. But no because under the tick was 'Registration Failed'.
This Building Society is archaic, very poorly run and managed with IT from the dark ages. Why not look at apps that work and use them. Why not have an IT system that is at least newer than 50 years old. And sort out your systems and procedures so they are not so archaic. I can give you a list of Building Societies to look at as excellent examples
28 septembre 2025
Avis spontané
Réponse de Monmouthshire Building Society
Thank you for providing us with your feedback. We’re sorry to hear that you have experienced issues whilst using our app and applying for online banking.
We apologise for any inconvenience caused by our systems and procedures; we appreciate any customer feedback which will improve our customer experience.
One of our colleagues from our Savings and Customer Contact team has contacted you by email to discuss your review further and provide any further support.
If you would like to discuss your review, please call our Savings and Customer Contact team on 01633 844340, our opening hours are Monday, Tuesday, Thursday, Friday 9am – 5pm and Wednesday 10am – 5pm.
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