Monmouthshire Building Society Reviews 

A further update on painful experience and further to painful experience. Despite a call that gave me some brief glimmer of hope over a week ago, are still.no nearer to a fully functioning account. This is now day 11 waiting for this activation letter.
If I could give less than 1 star I would.
I just want my £1 back now after reading the past reviews

Well I now wish I’d come here first to read the reviews before signing up for a savings account.
During the signing up process it all froze ,like others here have already mentioned.
I then received an email saying that I’d been successful and to follow the instructions for setting up my direct debit from my bank.
I did this and my bank said that my new Monmouthshire account number didn’t exist. I went back to app which was still frozen! So…I went to their web page in an attempt to log on there only to be told that my password was incorrect. I then went back to the app which now said it was down for maintenance!!
The unfortunate thing is that they have all my personal details which means I’m going to have see what happens, otherwise I would drop them like a hot brick. Absolutely appalling.

I applied online for a 6% Regular Saver near the end of July 2025. I called up about 2 weeks later & I was told there was no record of an account for me. They recommended I apply using the App. I did this today & I managed to open my account immediately. After you've submitted the application details, it will take a few minutes to process - but just wait until it completes. When asked to enter a verification code, it's best to use another device (e.g. laptop) to access your email & open the attached document (I did this) - this will prevent problems (no need to leave the MonBS App). Also if you opt for a 2-factor SMS code, you can receive your code from your smartphone notifications - this prevents the need to leave the MonBS app. Despite the initial problem, I was able to open my account (same day) fairly easily using their App, so I've given 5 stars.

I noticed it's possible to transact using their App (once the account is funded). You should be able to transfer money to your Nominated Account, if/when required.

Their app keeps freezing (is it new)? ... I type in my pin then it asks for a code and I
have to request it via my
Mobile sms. It gets generated multiple times as the app keeps freezing and not allowing me to move forward and actually put in the code into the box!. This issues happens about 99% of the time and I have to keep refreshing the app and wasting my time. It's also down for maintenance regularly all day long! Thank goodness I only paid in £1 to a regular saver to test out the app. (No money has reached my account hours later). Won't be using too flakey and impossible to use. Surely this app must have been tested before launch. Shocking. Will try to close but can't seem to work out how to do this!

According to an email I just received from Trust Pilot Monmouthshire have requested more information to ascertain if my review is genuine! Well Monmouthshire haven't written to me or corresponded beneath my review so at a loss as to how I know where to provide more details. What details do they want? I'm not telepathic! I'm also disgusted that I'm being asked to prove myself. I thought this was a democratic review site!

After I wrote my previous review I received a telephone call from the Monmouthshire Building Society saying they were adjusting their rates. However when looking at the discounted deals now being offered I have noticed that there is a 'floor rate' of 3.5% on both residential and holiday let mortgages. There was, however, no, ceiling rate when the rates went up so dramatically. I feel the Monmouthshire Building Society should explain this double standard.

I'll keep it brief this by far is one of the worse banks I have ever come across, wanted to open a regular saver but after reading some of the horrendous reviews my thoughts turned to "absolutely not" avoid like the plague.

Just tried signing up to a regular saver and downloaded the app. Put all details through and been stuck on we are reviewing your application screen for an hour. So guessing it hasn't worked. Yet I've given all my bank account details to the app.
Not a great start.
Update today Friday phone has been stuck on getting things ready since last night. So much hassle to open an account
Again nothing works. Reinstalled app tried again and frozen yet again. Given up as this is a shambles and your chief executive needs to take some action. Appalling.

Their instant saver 6% was not an option on the recommended app?
I contacted them regarding this.
Applying online took time, confirmed they would contact after checks.
No email confirmation received, or reply to my messages.
Appalling company or scam??!!

I have tried and failed several times to open a savings account with Monmouthshire Building Society but their overcomplicated application forms always fail to allow me to enter my own bank details on the last page. It is beyond infuriating.

Unfortunately, my time at Monmouthshire Building Society (MBS) has not been a positive experience. After reading several reviews, I have to agree with many of the concerns raised. My personal experience has been disappointing, and I’ve witnessed numerous instances of power being abused and individuals being taken advantage of, which is both disheartening and unacceptable.
There are colleagues at all levels, from associate to executive, who should not still be working here, given their behavior. This is especially true for those in the ‘head office.’ The company has earned a reputation for being a toxic workplace for a reason. There have been reports of sexual harassment, bullying, and misogynistic behavior. Yet, time and time again, nothing is done to address it or prevent it from happening again. MBS has adopted an approach of sweeping these issues under the rug. Rather than enforcing real disciplinary actions or removing consistently problematic individuals, the company opts for empty "warnings" that rarely remain on an employee’s record.

I personally know of at least three individuals who have been reported multiple times for inappropriate, misogynistic, homophobic and even racist behavior. These people are notorious for being loud and unprofessional in the ‘head office’, everyone knows who they are. Yet they continue to receive no more than a slap on the wrist. Despite clear evidence, including witnesses, the company chooses to prioritise its reputation over the well-being of its employees, leaving victims to suffer the consequences. The result is that decent, hardworking individuals who truly represent the values of the society leave, while problematic individuals remain unchallenged.

There’s a reason the company claims to have a “zero tolerance for bullying”—because any incidents that do occur are downplayed or outright denied. Acknowledging or addressing these issues would likely mean having to terminate the individual involved, in accordance with their “zero tolerance” statement. Instead of doing the right thing, they choose to protect their record and pretend these incidences don’t exist. It’s a poor way of cheating the system, off the back of victims that come forward. This is something I experienced for myself and unfortunately I cannot work for a company that operates this way.
What’s particularly frustrating is that some of these individuals, despite their misconduct, do not even excel in their roles. So why they are kept is beyond me. A few are known for doing the bare minimum, using company time to send inappropriate teams messages, take long ‘breaks’ outside, even leave work two hours early whilst keeping their teams icon as ‘available’ contrary to their 9-5 contractual hours. They could easily be replaced by individuals who would behave professionally, yet MBS seems content to overlook the issues, neglecting those who suffer the consequences of this behavior.

In one case, an individual who had received an official warning for misogynistic behavior was still awarded career opportunities. This person is well known for being very inappropriate around the office and at work events, often passing her remarks off as ‘jokes’ when in actual reality it’s blatant bullying, misogyny, homophobia, and belittling of other people. It’s particularly disappointing, as many employees work hard for such opportunities but are overlooked in favor of someone who has not demonstrated appropriate behavior. This sends the wrong message and fails to teach the individual that their behavior was wrong. Consequently, they keep behaving inappropriately and nothing substantial is done about it.

The workplace culture is also very cliquey and gossipy, making it difficult for employees to feel supported. When individuals come forward with negative experiences, they are often victim-shamed or blamed. Confidentiality is never maintained, it’s naive to think otherwise and HR and senior management work together to protect the individuals causing harm for the sake of the companies reputation - rather than truly supporting those who have been impacted. This has led to a high turnover in certain departments, where some teams feel like they’re trapped in a revolving door and are always overworked.

I personally experienced bullying within the company. Despite clear evidence and witnesses that saw how I was treated, the situation was not taken seriously, and the person responsible remained unchallenged. I never even received an apology which is the bare minimum. I was the third person to come forward about this particular individual and I reiterate, nothing impactful was done to prevent it from happening again. In the end I had no choice but to leave MBS.

Has the MBS been the subject of a cyber attack? I complained to them about my wife and I not being sent annual statements of our accounts but they have not had the decency to reply

It is a pleasure to give a positive review (in contrast to those I have given to other providers). Needed tax information for my late mother. Talked to Customer Services (short wait time), and they said they would send the required information by post. Arrived today, after a few days (despite Bank Holiday weekend).

.....need to move with the times and use the internet to their advantage rather than insisting on pen and paper and Royal Mail. I needed to prove my identity by providing a copy of my driving licence - I could have done this instantly by email (a push of a button) but customer services insisted that I send it by post - with Easter weekend and the Bank Holiday what would have taken a minute or less is going to now take 8 - 10 days before I receive a response. Do they even have an email address for their customer service department?

We recently registered a death of an account holder . He holds an account with only £27,000 in it . Because of the ridiculously low probate threshold at monbs , we now have to spend thousands on Solicitors to get it . This is the only reason we have to apply for probate. I would advise older savers to be careful how much they
hold here , as their family will get stung in the future .

This is a follow-up review to my previous negative one. The fact that a manager contacted me within days to discuss that review and my experience in general is a huge positive aspect in itself. In addition, she really took the time to listen and explore different scenarios with me. This means that my taking out a mortgage with them is again a possibility. Two slightly negative restrictions are to do with matters of policy and their impact is not decisive: they do not lend on studio flats outside London, and they look at their own calculations rather actual repayments for credit card commitments, which actually penalises savvy balance shifters. On the whole, I would now recommend Monmouth BS to those looking for a mortgage up to the age of 85.

Never open an account with this building society if you are using Lasting Power of Attorney. They will NOT allow you to withdraw any money even on an easy access account. I have been trying for a month to gain access to withdraw money and have been stopped time and again. I have my mothers care home to pay and am unable to do it. Absolutely disgraceful. They have the LPA. They have my details yet they block me from accessing any money. The next step is to try to close the account but I don't suppose I'll be able to do that either.
Update after formally complaining to MBS: have updated my review from 1 to 2 stars after the formal complaint eventually allowed a money transfer to go through and I am able to close the account. This is still by far my worst experience of dealing with a building society via LPA but the complaints procedure was quick and effective.

Non existent customer service
I arranged for a transfer out of my maturing ISA and after approx 2 weeks the funds have not been sent. On questioning Monmouthshire's helpdesk they tell me that they never received the request, despite the fact that the receiving bank say they received electronic confirmation from them and have an ISA URN.
Mommouthshire said that they'd call me me back, but the call never materialised. My receiving bank called on my behalf and was placed on hold for over an hour before being cut off.
The 'send an email' option on the website doesn't appear to work and the address look up is also broken.
Totally pathetic. This may well be one for the ombudsman unless I start getting some service.

Maybe I should have read the reviews before trying to open and transfer into a cash ISA online! As any other reviewers have commented - in branch dealings seem good but online if awful. I recently completed the same online task for my wife but into the Yorkshire Building Society and everything went smoothly. However, I am still waiting for confirmation on mine! Happy days!

Been in to try & close my account today as it is not practical for our requirements, only to be told that our account had been placed on a block. After further investigation by the very helpful lady in the branch, I was advised that a change of name that was sent in in 2018 had not been actioned & the paperwork that I submitted in December 2022 had only been partially actioned (address had been updated but not the signatories!). Account had apparently been blocked in September but no notification of this! I now have to fill in further forms in order to get access to our money & close the bloody account! HOW ARE YOU STILL A VIABLE BUSINESS?? Oh I know, by holding onto our money & "blocking" it so we cant get access to it!

Please can you tell me how activate you website to look at my accounts always have trouble every time i try to get online Getting quite frustrated dont want to have to email you and keep registering waiting for letter from you or telephone conversation Never came across a website like it I understand you need to have rules Website needs improving