Coutts Reviews 102

Dreadful service, phones never answered, emails not replied to, did not know who my personal banker was and I get better service from Revolut. FREE

Truly an awful experience with the banks App and customer service. The App is unstable and falls over . Making transfers is a long ,laborious process. Thankfully only transferred a bank A/c and not any portfolios.

Customer since 1998. No interest in helping during the pandemic. Now on 3rd attempt to get someone to answer on Coutts 24. 20 minutes - no answer last night, now on 7 mins & counting with no queue message. I think they have decided to get us all to give up using it. Much more sensible would be to give up on Coutts I think.

The new Coutts digital platform is shocking. Currently not working and no-one answering the phone. It’s a particular pleasure for my 82 year old mother. I trust whoever oversaw this debacle is getting fired.

New digital online system is awful. Don’t know how they can go so far backward from what was a lean and useful service. Now takes 8 click ma to get online. And using my card online has become pot luck. How did this ever past testing. Really worrying for a top line bank.

Very poor service despite being a customer for 15 years. Banking services on the phone are terrible and they never pick up. This use to be a usp for Coutts 24 - not any more!

I have banked with Coutts for over 40 years and for the past 10 years the service has steadily declined in every way. The recent introduction of a new digital service has been a disaster. I received no notification of the change which has suddenly given clients no option but to use a phone app for every transaction, even on a home computer. It s utterly useless, rarely works and even managed to duplicate payments. I was unable to access my account for a week and no one returns calls. Finally, after leaving over 5 messages I managed to speak to someone in management and they were extremely unhelpful . I am closing my accounts with Coutts.

Been locked out of my online account for over a week. Despite a promise that someone from the Digital desk would call back - no one has called me. Having to make a phone call every time I need to make a transfer.
The roll out of a new system has not been professional.

Absolutely terrible service , been completely locked out of my account for two weeks and no one is calling me back . Having to make a 30 minute phone call every time I need to make a transfer. Just about to close my account .

The new digital "service" is utterly awful. I do not wish to carry out substantial transactions on an iPhone but on my desktop. The previous elegant web pages on the desktop are now a poor imitation of the inconvenient iPhone pages and, as far as I can see, there is no way of adding a new payee other than on the iPhone.

I was cut out of my account for a couple of weeks during the transition and, for me, it is a terrible backwards step. I see little point in continuing with the account.

On a second point, I cashed in some so-called "Crowns" a couple of months ago in exchange for 6 bottles of undrinkable execrable white wine I wouldn't provide even to a university student. Disgusting.

The new digital service from Coutts via an App doesn't function.
I have my Business and Personal Account with this Bank and have been totally cut off from my ability to make payments or check balances because the old Coutts 24 log-in has been effectively closed without any notice, calls to 0207 957 2424 go answered for over 20 minutes before logging off !
Given I pay a not insignificant sum to maintain these accounts this is totally unacceptable.
The final indignity is that when you try and log onto the new system , it tells you that Coutts have sent an e mail to register my password, no such e mail arrives then you are left calling the Digital Help desk on 0207 770 0000 which s ever doesn't answer
Time to look for a new Bank after 25 years !!

Unable to contact anyone at Coutts bank - calls ring out unanswered, new banking system doesn't work so I have no access to my account, payments etc

Being Natwest Premium customer, my manager "pushed" me to invest in Coutts, I chose PPF3 which is mid risk. 8 months and my investment is down by nearly 10%. I have 2 other investments with different institutions, both are up by 15-20% in the same period. I have nothing else to say but not to recommend. I should have read trustpilot reviews before believing a Natwest manager.

Outstanding Service, Products & Customer Service

As my requirements and needs from a bank have developed over the years, I have found myself lucky to partner With Coutts. Coutts has a moral, pragmatic and ethical approach to its lending and the products it makes available.

As a Bank they never push you to do more than you need to, take any products that aren't suited to your requirements. They are always open to listening and understand how they can help.

I am fortunate to have the Dream Team - With David Farley as my Private Banker - Andrai Small as my Mortgage Banker and Matthew Lismore (Lombard) from Lombard Asset management to provide me with a 360 service that caters for all my personal wealth needs.

They each are knowledgeable in their respective fields, consultative with their approach and always willing to go above and beyond to ensure they can help and support you to the best of their ability. They build trust and confidence that they are a customer-first team. They always make time and you are never left waiting for a callback, for more than a few hours. They are a testament to their leadership and the Coutts Brand

Coutts continues to invest in its platforms and technology providing more and more opportunities as they grow as a bank which has made investing with them even easier in recent time.

They have been with me through the good and the bad, by my side. I now have access to products that have saved me tens of thousands compared to the open market.

What a Team and What a Bank

Sadly this once amazing bank is following all other ‘old’ U.K. banks in slow service - regularly taking over 15 minutes to answer. Doesn’t matter what time of day or night you call you get the “sorry for the delay, we are expert heightened call volumes…. Blah blah blah”
Used to be worth paying the extra to be a Coutts customer but I am increasingly tempted to dump them and go elsewhere. Not expecting others to be much better but at least they don’t charge £££ for the pleasure of poor service

Just closed my account after 45 years. Awful unhelpful bank. First 30 years good deteriorated over the last 15. Would definitely not recommend.

think there banking is for non uk type people if the adverts are to be beleaved

Thank you for helping us with our loan you were all very nice and very professional and you called me with update on the loan and thats what i like Keep up the good work.

If you can get to speak to someone they are pleasant people but I have not spoken to a so called “private banker” for 5 years. I now have a contact on the wealth management side but their private banking is not at all right. Enquiries are generally brushed aside, the impression is that they are just not interested. On the plus side their Coutts 24 and internet banking is very good. Coutts’ competitors are also poor, having tried several of them over the years but my sense is that Coutts are moving into the mass affluent market and any sense of personal service is simply not available. Perhaps, if you have £100 million to invest they will treat you differently, I would not know. An annual discussion with a private banker would seem to be a small investment on Coutts’ part but it is apparently too expensive or not worth it; that is fine and their call, but why call themselves a ‘private bank”?