Sibstar Avis 

The customer support is great (an improvement over my initial experience). The app is working for me now (ditto) and is very helpful in managing the cardholder's use. The product's aims are something which is needed to fill a huge gap in the market for those with dementia who currently live independently in their own homes and just need that extra help. However, the product needs to align with service speeds equivalent to major banks (or even quicker) e.g. replacement cards, otherwise supporters may look for other solutions. The other major issue which prevented 5 stars is the inability to contact someone at Sibstar. It is very frustrating to wait 24 hours and several call attempts to get through to a human voice for over 24 hours. This needs to vastly improve. It is stressful enough looking after someone (mostly remotely) with dementia without this aspect of the card I praised above. The speed of card replacement and response of the support team needs to increase.

The sign up was difficult, hard to find suitable ID for Dad who has Alzheimer's, with no passport, no driving licence and lives in supported living so only one easy form of ID to hand. But I suspect that is due to financial rules rather than Sibstar. Also having to use PIN every 6 entries is not easy for someone with dementia. The customer service via email has been great and helpful, not so the telephone response, (gave up in the end).

I'm still not able to use the card despite you providing me what you said was the correct pin!

Great customer support from a call centre in England . Professional and knowledgeable staff that inspire confidence at a stressful time.Easy to sort out. Great easy to use app.

I needed Sibstar account statements as I am completing a Court of Protection Order report of my brother’s finances. He has Dementia. The information I needed was not on the App.
Sibstar (William) , was super speedy in sending the statements and then when I needed more covering different dates he sent these almost in minutes. Excellent.

The sign-up app is confusing. I think the problem is that there are 3 modes and picking the correct mode is difficult because the app's prompts are confusing. What Sibstar is trying to do (let Alzheimers patient use card safely) is very useful, but the app developer did not understand LPA terminology. The chatbot is not much use.

I got through to a human via a phone number in one of the email confirmation steps. The nice guy in support helped me by deleting incorrect data I had entered via app and my next attempt at signing-up via app worked OK. He said they are waiting for the app to be fixed.

William at Sibstar was so helpful - it is a fantastic idea but does need upscaling for firms of solicitors who have numerous clients who they are attorneys for

My Dad lost his card. Easy online instructions to freeze the card immediately and got a call back straight away with clear advice on how to proceed.

William was very helpful I needed some information & he swiftly provided it for me.
I can’t thank him enough.

Brilliant product! My sister who has learning difficulties now has more independence with her money, but I can still keep an eye on things to make sure she’s not at risk. Highly recommend.

Perhaps a victim of their own success but phone calls are rarely answered and not everything can be resolved via email. It would be helpful if Sibstar could prioritise their existing customers and have staff available over weekends. They could do more by updating their app to allow lost cards to be reordered, and activated without having to try and call to speak to someone.
The service is good and the small team excellent, but customer service and response times are suffering.

Being honest I found trying to download the identity documents via the act, difficult and a pain. Sibstar tech team stepped in and offered to do it for me. Simply send them the documents. They were fantastic and so helpful.
The card is perfect for people with difficulties managing and understanding money. Protects them, and gives them financial independence at the same time.
Very easy to use the App once set up, eg setting limits, adding funds is beyond simple.
Highly recommend for anyone with memory issues, or indeed issues with managing finances.

The card has been invaluable for my specific situation with my Mother and I don't know what I would have done without it, so I am very grateful that it exists. My Mother has the card and I have the app. It is very user friendly and the app is simple and clear. However, only sending cards out on a Monday is not a very helpful or efficient business practice, and I have found that there is no phone response when you ring if you are a current member vs if you are phoning to sign up, and it sometimes needs an actual conversation rather than constant emails.

Support staff do work hard as mentioned many times but over the weekend my mothers card was swallowed up by a cash machine which caused her to panic, thankfully some kind hearted souls comforted her.
Sibstar now tell me it's going to take 7 to 10 days to get a replacement card, this is just not acceptable & needs to be addressed. If caring for a parent with dementure isn't stressful enough!

Very good service from the support team and a great card for vulnerable people.

all the support has been really first class

I emailed Sibstar about a query regarding my dad's account. They were very quick to come back to me and were able to sort my query immediately. They're also always very friendly when you contact them. Excellent service!

Excellent “does what it says on the tin”. Already saved £100.00 on items that were not wanted or required Gives us control of what is being spent without taking over
The team were very helpful and understanding when applying for the card

Great concept and as I have just started it’s hard to make an assessment of performance. The. Sign up app is poorly designed and at odds with the solution. Asking for a 92 year olds email and to take a selfie is foolish. The form questions seem to repeat. The app does not integrate with iPhone or allow you to save the username and password which is a pain. The app needs developing. However, customer service is great and I got through the niggles.

No idea. Stop bothering me