Coutts Reviews 102

READ IF YOU HAVE AN ACCOUNT:

I have been an account holder since past 3 years. The charges does not reflect the service. Anyone who have Coutts are better off with HSBC premier. Their service is first class, phones are answered in less than 3 minutes and it’s very easy to use globally.

Coutts is just a name to show off for someone who is not financial savvy. Mortgages rates are higher than high street, account rates are higher ~ It is mainly for lousy networking, in which you meet other professionals who are interested in your money while making money for you.

Now I show off my unused card to my pretentious friends and feels happy, and at the same time I can save some money. Someone who have the abnormality (80% of account holders) can move to HSBC or Barclays Premier.

I have been a customer for 20 years but the drop in service over last year or two is shocking. The new APP is awful- and on numerous occasions I have not been able to make payments abroad as app errors out. When you finally get through to help desk (normally about 40 minutes).. they say "its a now error and is on list of fixes".. this is NOT private banking it is not even basic banking

Appalling service. Coutts 24 must be called so because it takes 24 call attempts to speak with anyone.

I have been a Coutts customer for over 10 years and the service has become unrecognisably bad.

My private banker barely exists (I used to have a relationship with all previous ones) and Coutts24 used to actually answer the phone! Now it's impossible to get through to them.

The service is worse than a High Street Bank. It's truly shocking, and does not justify the (or any) fees.

Having previously been a loyal customer for more than 30 years, I have received consistently abysmal service in recent weeks, including locking some of my accounts without warning or reason, then taking some of my accounts off line without warning or reason, and then taking an inordinately long time to rectify each mess they created. I have waited up to 23 minutes for their phone to be answered.

I previously banked with Adam & Co (an excellent private bank) and qualified for free banking by virtue of my investments which were managed by them. NatWest sold the investment side of the business to Canaccord Genuity for £54 million, while transferring the banking business to Coutts. I have no investments with Coutts so, ongoing, will need to pay substantial fees for their services and elected to switch out all my accounts to RBS. Issues arose with the switch out which required contacting Coutts by telephone - waiting times were up to 25 minutes. The alternative of trying to resolve using the live chat in the banking app was a nightmare - eventually the “bot” decided I needed a response from a real person and informed I would receive one within 48hrs. Days passed and finally a response, unfortunately from the “bot” which took me back to square one! The new mobile banking app is simply not fit for purpose and, from my experience, has been unavailable for long periods at weekends - too bad if you need to make a payment. At this point, some people would be contacting the financial ombudsman seeking compensation for their emotional distress etc. However, I am just looking forward to using RBS.

The Coutts 24 staff are excellent as, almost always, are the Digital Helpdesk staff. They are let down by senior management. Whomever is the senior exec responsible seems to not accept that the online system installed last year is a disaster. Any other organisation would have hired more staff for the two help desks as the wait time is unacceptable. The staff on the help desks know what is wrong, report the problems upwards and are simply ignored. Coutts only have two executive main board directors which may be part of the problem

Come back Adam & Co… 🙏🏻

As per most of the other reviews Coutts is not a private bank worth paying for….there are no day to day services worth the fees and worse still nobody answers the phones after 20mins on hold (which you are paying for).

Adam & Co was the ‘quintessential Private Bank’ with the experience and daily service levels to match…The app was far superior to the one now used by Coutts

Sadly Coutts just feels like a disaster waiting to happen!!

(FYI I’m not a customer but the Bank of Scotland (HBOS) app is top class)

Coutts, please don’t reply to this review with a bot comment like all the others.

The online banking app and security key launched in summer 2022 is still unstable .The app is significantly inferior in performance to competitor apps.
The Coutts 24 call centre takes more than 20 minutes to answer and is usually put through to someone working from home who has a slow or inadequate on line connection.
To be direct ,a totally in adequate level of technology and service.

Cannot login AGAIN.
Have received a weird email about my debit card, I don’t have a Coutts debit card.
I really am finding this bank more and more awful to be dealing with.
Phoning is a worthless exercise.

The Coutts digital app is so bad. You end up with constant messages to contact Coutts 24 who don't pick up the phone (presumably because they don't employ enough people). This is customer service at its very worst and it has been like this for a very long time. I see they have a stock response to poor reviews but no plan to improve the situation.

Their call service doesn't answer the phone. That pretty much sums up the problem. It's been like this since about 2020 and is getting worse. Given that you pay for banking here, this is very poor

Rang Coutts 24 gave up this morning as waiting time was going to be 11 mins, just tried again at 2pm as waiting time was going to be 5 mins ( thought I was in luck ) , oh no 6.45 mins later still no answer, gave up ! They used to answer the phone quickly at least for my first 33 years with the bank, the last 3 years have been a steady decline and the introduction of the new banking app, a total and utter disaster. They now charge £900 a year for non existent personal banking service, a sick joke.

You used to answer the telephone after a max of six rings , and then it would be your personal banker who knew you .Then no personal banker just a system . The wait for an answer has gone from 5mins to 25 mins . No apology no explanation.
?????? Is this a permanent situation ! ?

appalling customer service. No way of contacting the bank at all, Online chat isnt running and been on hold for 15 minutes. Shockingly bad service especially for a bank whose charges are so high

Previously left review of couts and this is a follow up and will do so every week to show timeline, Advised couts of suspected fraud 14 working days ago by recorded delivery, no response, left feedback on here 7 working days ago, responed within minutes said they would look into matters still no response, have now raised case with police fraud dept and with banking ombusman as have full documented evidence, this is either a coutts bank customer they are protecting, a fraudster pretending to be a customer or a banking error and it does not take 14 or 7 working days to respond to someone and I will not let this go no matter how much Coutts bury their heads in the sand

Don’t use

Never answer phone won’t be able to do your banking.

What on earth has happened to Coutts? The roll-out of their new app was a disaster, with complex verification processes, incomprehensible instructions and frequent crashes. When contacted, their digital support staff alternate between surliness and smugness. Now the previously absolutely excellent Coutts 24 service has deteriorated to waiting times of 20 minutes or worse. The alternative messaging 'chat' service is unresponsive and offers no indication of when you might expect an answer. Where is everybody? I don't object to paying quarterly charges for a 5-star service, but the current service would shame a whelk stall. The latest nonsense is the new debit card which is covered in infantile daubs and is an embarrassment to use. After many years, I am now seriously considering leaving. The service couldn't be worse anywhere else, and at least I won't have to pay for it.

The svs is absolutely appalling. The waiting times are horrendous and its been the same for 2 years. The staff are kind on the phone, but I just get different excuses as to why the phone isn't answered. This is private bank who's purpose is to provide personal svs. All it has to do is answer the phone on time. All the other svs are awful, the investment funds they offer are embarrassing. The online app is a disgrace and I still cant get access.

The only possible reason for waiting times to be so high are due to costs cutting as they want to push everyone to an online svs.

All they have to do is answer the phone on time - that's it. This is all on the directors of the bank who are regulated by the FCA, and they should be sacked for their total incompetence.