Clydesdale Bank Reviews 353

I’ve been both a self-employed business and personal customer with this bank for over 40 years and my mortgages are also with them. I needed to release a small amount of cash - £20k- on one of my rental properties which had over £100k of equity in it - to give one of children a house deposit. They turned me down and refused to let me appeal. After over 40 years of banking with Yorkshire Bank I have now taken my mortgages and all my bank accounts elsewhere. They are not interested in serving the people who have served them well over the years. Loyalty means nothing. Steer clear!

Ok this is like my millionth complaint about this bank. Honestly the worst service ever, calls/emails/in person....crap! I stopped using the App as it was awful and every bit of help I needed it told me to visit the bank (closest 9miles away). I do this but service is crap in person and they're not too helpful either, thats if they decide to help you as they may be talking to their colleagues. Anyway, I lost my bank card bout a month ago, I called every number online and even their online form....NOTHING works. I finally got through to an agent after bout 10mins, she took my info and said she pass me to the right dept, another 10mins on hold and cold t/ferd to someone who had no DPA etc...explained again my simple request 'new card' and stressed that I didnt want to be t/ferd to the wrong dept again.....after another 10 I was cut off! I sent a few emails of complaint, I had an email saying 'we're dealing' then out of the blue I get a new card today...no written contact/apology etc....absolute JOKE of a company....DONT BANK WITH THESE ARCHAIC STYLE COMPANIES....join Monzo, best bank ever!! I have drafted an email to the FOS as this level of disrespect and care for clients should be punishable! Oh and their complaints template reply says they strive to resolve issues within 3 days or receipt....3 DAYS hahaha... ridiculous company!!!

Ruined my credit.
Registered defaulted mortgage payments on my credit files despite holding a £20,000 overpayment that they had agreed to use for all the mortgage payments.
They still haven't contacted anyone to correct this.
I agree with the other reviews. Staff are incredibly rude. They terminate calls for no reason whatsoever.
How they are being allowed to merge with nationwide when they haven't sorted out the merger of Clydesdale, Yorkshire and virgin yet is a real head scratcher.
Horrible company

Very disappointed with Virgin Money’s / Clydesdsle handling of my mortgage during a family crisis. I was given a clear verbal assurance that interest would be capped while I repaid funds early, only for this to later be denied by another adviser. Payments were also made difficult due to their systems, and I was refused manager or compliance contact details. As a vulnerable customer, I expected far better care, consistency, and transparency. Now pursuing a formal complaint and considering escalation to the Ombudsman.

Absolutely shocking in every way. Their staff over the phone are incredibly rude and hang up. It's very difficult to get proper help or advice with any needs. The problem I had wasn't one of their 3 options given on the phone and then once I go through 40 people I'm told I'm scamming myself?! Ridiculous.

I was issued a mortgage illustration by Clydesdale Bank and used it to secure an offer on a property, even placing a £3,000 deposit to hold it. With a perfect credit score (999), a strong enough salary, and being a qualified accountant, I expected a smooth process. Instead, after a month of delays and repeated document requests, I was told the property is on a “blocked list” and they cannot proceed with the mortgage.

This critical issue was never flagged earlier, despite having ample time and opportunity to do so. Their excuse? They were busy querying minor details on my bank statements and payslips. The property was never physically assessed, it was a desktop valuation, which typically takes no more than a few hours. Had they run this check at the outset, the issue could have been identified immediately and not delay my buying process.

As a result, I’ve lost thousands in solicitor fees, lost the property I want and a month of progress in securing my new home, all due to their negligence. In losing my property Clydesdale Bank demonstrated no accountability, no urgency, and no empathy throughout the process.

If you value your time, money, and peace of mind, I strongly urge you to avoid this bank.

Can't rate them higher than 1 as I'm still in a queue after almost an hour trying to speak to their mortgage team. Utter amateur-hour incompetence.
18-month period ended 31 March 2025: Profit before tax: £186 million.

None of that has gone on staff or a call back system for customers.

UPDATE: Another 35 mins speaking to an operative without resolution. By this point it's kind of fascinating. Another nice person is investigating and will call back tomorrow.
A full 1hr 35mins on the phone trying to work out how to link to an account online: I was passed from Virgin to Clydesdale and back to Virgin several times with several different operatives. Everyone was really polite and trying to be helpful; no-one knew how to fix the issue or even how my issue presented itself. I ended the call when I'd been being 'put through' to the other bank for the fifth time and no-one picked up.

Inadequate customer service from Akaash Maqsood. Very slow to respond (several weeks each time). I would not recommend based on the lack of basic customer service.

I was a business account holder who took out a bounce back loan but subsequently moved my current account to another bank. Since then accessing my information has been made incredibly difficult. I can’t see the transactions or balance on line, the account was converted to a feeder account.
I took back overpayments and as a result of staff not being clear on charges I’ve not paid an installment.
I’ve just had a horrible conversation with customer services where the assistant was quite rude. I raised a complaint 2 weeks ago and was chasing progress as I didn’t want to leave the issue. I asked to ask to her manager to be told that he’d suggested she raise another complaint. What’s the point if they haven’t dealt with the first one yet.
I am completely frustrated. I offered to pay the outstanding amount only to be told they can’t accept payments that way.
Thank god I no longer bank with them.
BTW £25 fee required to refund overpayments which I have to pay as the interest varies each month seems excessive. One customer services rep says that chaps is the only way to receive a refund from a feeder account another says you can ask for a cheque.
Soooo frustrated 🤬

My experience was with Virgin Money owned by....yes, you guessed it, a completely and utterly useless financial establishment: Clydesdale Bank. Find another provider unless you enjoy incompetence, hassle and grief!!

Awful; they pass you from one team to another just to hang up on you. Don’t bank with these people, it is a waste of time and disrespectful

A scam company has withdrawn money from my account on two separate occasions, as soon as I noticed the unauthorised activity I contacted the fraud team thinking it would be dealt with swiftly and I would get my money back - WRONG!!!! No, Virgin are allowing this transaction to go ahead even though I was at work driving at the time, if you want a bank that offers ZERO protection for your money then you’re in the right place!!!

The only bank that does not allow customers to pay bills online.

As far as I am aware Clydedale bank/Virgin Money no longer authorise payments online. This is a situation I have been in for a number of years and I have now opened an account with the Mickey Mouse bank Inc who I am sure will be able to actually provide a customer service.

Over the years they have been forced to pay me £250 in compensation due to their incompetence causing me acute stress and worry. I will now be making a Formal Complaint to the banking regulator in addition to starting the process of moving my bank. I do not rule out, at this stage, taking action against them through the small claims procedure in the Scottish courts.

So BE WARNED Clydedale bank/Virgin Money are ABSOLUTELY AWFUL AVOID THEM AT ALL COSTS.

Once I have some experience of Mickey Mouse bank Inc I will post my experiences for all under their actual name but I am very sure a Mickey Mouse bank will do better than Clydedale Bank/Virgin money.

NB: I have been a customer of Clydedale for 34 years

Firstly, the 24 hour Customer Service line is only opened from 7am to 9pm. Who okayed that? First call cut off after 18 minutes, second cut off after 26 minutes, third after 24 minutes. The fourth call was answered after 18 minutes, but four minutes into the conversation I was cut off. The fifth call was answered after 12 minutes but I had to hold for another 18 minutes to get connected to someone to help with my query. They fixed it in under five minutes. Total time on the phone 116 minutes. Absolutely shocking.

There is no any longer ATM and bank branch at Portree!!!
The nearest branch is about 3hrs away from Skye, what a shame,
such a shame :-)
Ps. They call them self a VIRGIN now, but is same shit.
Keep your money away, far away from this bank!

Since virgin money took over the clydesdale bank's accounts and dealings , I have been nothing but disappointed in the whole thing !!!!!
Please come back clydesdale bank !!!

So useless
Don’t take any additional income into account. Gave me the same affordability despite earning 35k more than my previous application, no credit and no missed payments ever. Useless service

Tried to report Lost card. After 18 mins card logged as lost but REFUSED to replace the card, apparently the "Bot" I was talking to was stuck in the "Failed security loop", refused to listen, then asked for Supervisor....request REFUSED and the call was ended by Virgin Money. Now stuck without any means to get funds.....wonderful manners, appalled by the diabolical service!, and Nationwide want to buy them out.....

My experience with Clydesdale Bank has been a nightmare due to their abysmal service and numerous significant issues.

Firstly, despite my remortgage being approved and paying all required fees, including a lump sum ten weeks in advance, Clydesdale failed to switch my account before my current mortgage expired. This led to my account defaulting to a 10% variable interest rate, resulting in monthly payments of £3500. I only discovered this through a postal letter, as they failed to inform me proactively.

When I contacted them, I received conflicting explanations. Initially, they claimed my product wasn't approved, then said I hadn't paid the fee. Only after my mortgage advisor escalated the matter did Clydesdale admit fault, offering a mere £150 in compensation.

The problems continued even after I switched to a new mortgage and cleared my debt. Despite receiving a statement indicating a zero balance, I was later demanded to pay £12,661. Customer service confirmed the same balance in their system, demonstrating lax record-keeping.

This ordeal has left me disillusioned with Clydesdale Bank. Their negligent service jeopardized my financial stability and caused unnecessary stress. I urge anyone considering banking with them to think twice and choose an institution that values competence and customer satisfaction.