Coutts Reviews 102

Terrible experience for me. Banked with them for some 6 years and over the past 18 months I have been trying to locate who is in charge of my account as well as have a meaningful conversation. Since they went through a significant reorganisation a couple of years prior it has become nothing short of woeful. So poor in fact I felt obliged to advise the FCA given a formal complaint hasn’t been responded to since March 2020. Now moving Banks,

I have Contacted them several times to open bank account and they seems very busy. Thanks God I have seen these reviews. Their customer service advisor was very rude even I have told them that our company’s turnover is in excess of 10M and we would like to give the business to their bank. No one returned the call or emailed back. Poor customer services and it seems they have shortage of staff.

For what is meant to be a bank with a good service, I as an Entrepreneur with a high net wealth found that after an initial enquiry and speaking to someone they didn't get bak in touch for a few days, and didn't call when they said they would, had to chase a day and a half later. Seems like they don't really want my business or to understand where I am at and if we are a good fit. Feels just like a high street bank, actually, worse. Had a better, quicker, more professional response to my enquiry from a high street bank.

Shame they clearly don't understand customer experience, technology, and personal communication skills.

I am absolutely confident from this experience that Coutts is on a downward trend from here. Challenger banks and banks with better service that aren't attempting this pivot, are going to do a far better job, and a single interaction like this is a great way to turn a potential customer off for life. And high net worth customer!

I have been with Coutts for 10 years, they have been 100% to us, quick mortgage application with a can do approach, pension is also with them - out performed many others. Day to day banking has been without any glitches.
Finally their holiday insurance and 24/7 support was second to none, one call to their helpdesk and the kicked in support, they even arranged babysitters whilst I was visiting my wife in hospital

I don’t bank with Coutts but my parents did for many years, and they have been gone for over 6 years and 3 years respectively. They would be turning in their graves at what they thought was a reputable quality bank just like others of their generation. Gullible maybe, swept up by prestige probably but not stupid. The estate is complicated but Coutts Have been incompetent and unhelpful and uncaring since their administration started. Even sending other people’s birth cert to my solicitors and calling my father by Someone else’s name that’s not the worst. Once they have their % and it’s still not complete, they then pass it onto their solicitors TLT who are as money grabbing and incompetent as Coutts, who then charge more. You can’t challenge them either, they only give you 6 months to do that with the ombudsman and the estate is still ongoing so how long do you wait tho collect all the incompetences. Two people have since left the company that we’re dealing with the estate and you have to start all over again! So they then drag it out longer squeezing more out of your parents estate. Just to warn everyone all banks are the same and at the end of the day people who work for them are just people. Don’t let banks administer your estate you will end up with nothing! Not that it was ours to begin with, but just saying. When I go I’m appointing someone who cares about our family not a bank. Disgusted with them is an understatement, And it still goes on! Words fail me. My parents worked hard to leave a legacy. What a shame. Shame
On you Coutts and TLT.

I have been with Coutts for 10 years and they should frankly be ashamed to call themselves a private bank. They are either incompetent or do not want your business - or both but I think I am wasting my time. No better than a high street retail bank. I would add that I have never spoken to my private banker in 3 years and Coutts are uninterested in developing any relationship and take every opportunity to demonstrate their disdain for clients. Don’t be seduced by the brand, take your money elsewhere. Their funds were described as rebadged mid-market RBS funds by an insider, difficult to navigate fund performance and no discussions to clarify, if you ask they direct you to their website. Just awful. In no way a private bank with personal service. Far below my expectations given the cost and financial commitment required.

We have banked with Coutts for 3 years and I have to say they have done noting but delight us. Yes, there is a minimum cash requirement, but that makes sense. Coutts 24 and the local account managers are both very responsive. I deal with many other banks who treat me much worse, leaving me on hold for ages and generally being a bit rubbish yet never apologising.

Same feedback as others. Contacted via the website : sent an email saying I have tried to call you. Lies! No missed calls on my phone. I emailed twice and no response. I pass all the thresholds and can not wait to take my business elsewhere. Utter useless service.

good private bank account with good honest local account managers. good networking events. could do with more product offereings

Tried to open account when Harrods Bank closed down. Given the cold shoulder. Unless you have 1 million in cash they are not interested in you. Value of assets you have of no consequence. You could have £20 million in assets but that counts for nothing. I was informed you have to have 1 million minimum in cash.

Since we own the Bank seems a bit odd.

How many accounts do they open in a week?? Not many I suspect.

When it comes to working here, if you ever want to get promoted, it comes down to who you know, not what you know. They do like to hire people with little to no knowledge just because they are great friends of people.

For example, I set up my colleague's LinkedIn profile, you know the quick way? You set it up by using the C.V. and it'll extract all the information.

Great, so I know her job history.

We both go for the same job position within our 'International' section based at the Strand.

She has a formal interview.

I have an informal interview.

Right away you start thinking why are different candidates being treated differently?

She gets offered the position, but then later turns it down.

I don't get offered the position, but was told there's nothing wrong with my interview, just that the other candidate had frontoffice experience. Was the feedback I received.

Hmmm, the person next to me, gets offered the position has frontoffice experience? No she doesn't, I set that profile up, and it only said Backoffice experience only, the key word noted on the profile was there to see 'backoffice'. So with this wording noted on the C.V., how does it transform into frontoffice?

Simple, it's not what you know, it's who you know. And that's how it works.