Secure Trust Bank PLC Reviews 3,498

The advisor on the phone, Kadeer, was excellent; a model of competence and patience.

Kadeer from solihul branch was very helpful with the 1 hour duration call helping me open my secure trust bank a few years after another account closed. Didn't judge me and was reassuring to take my time during the processes.

As an older, reluctant user of technology, the ability to speak to an actual person is very welcome! Anisha spoke clearly and was very easy to understand. She explained the process for carrying out what I wished to do and the time frame involved. I felt very confident that the transaction I requested would be accomplished.

The assistance provided by Anisha on the telephone to resolve a query on my account was first class. You could not get a more helpful, understanding or pleasant person to talk to.

The entire online process was incredibly straightforward to the extent that I never needed to speak directly to the company.

Information given to me when opening an account proved to be entirely WRONG. I wished to make an internal transfer using the internet and was informed that this was NOT possible.

I've been with Secure Trust for a few years and never had a problem until now. A couple of days ago I got a new mobile phone, same provider and same telephone number. Transferred everything to the new phone. I couldn't log into the Secure trust app but could get into online banking on my PC. I phoned Secure trust and eventually got to speak to someone. After going through all the security questions I was told they would have to reset my account as I had had a new phone. They emailed me a temporary password. I logged in and was greeted with a message that I needed to phone customer support again. I phone again and after a long wait spoke to someone. I was told because I had had a new phone it would be a week before I could gain access to my accounts again. This is totally unacceptable, it's the same phone number. The only thing that didn't work was the app now I get even log on to internet banking. I will be closing my accounts as soon as I have access.

Really helpful, walked me through step by step how to open a new savings account over the phone. Was very patient and didn't rush me through it

We opened a joint easy access account offering competitive interest but a few months later the rate was reduced. This is one of those banks where you have to keep switching to the latest product issue if you want their best rates. They won't "convert" accounts you have to reapply for the latest issue, then transfer funds and close the older account.
Unfortunately the "Short Form" account opening process for existing customers is only available for sole accounts. To open a new joint account you have to follow the full new customer application process including repeating online / telephone banking security setup etc. Unnecessarily long winded and it can take up to 5 days from application for the new account to be opened.
Deposits and withdrawals have to go via a nominated account and unusually both joint account holders have to authorise withdrawals. This dual authorisation is stated in the terms and conditions and is apparently not optional.
You can add multiple nominated accounts provided they are in your name but strangely there is no way to delete or suspend these accounts once added.
Contact by phone has been OK though wait times can be long at times. They do respond to online messages within 24-48 hours and provide clear information. The App and website are both clear and easy to use. No 2 factor authentication for logging in is a security weakness though.
In summary the failure to keep legacy accounts earning decent rates is frustrating especially when the joint account opening process is so burdensome.

Excellent customer service and banking experience, both for my personal and business accounts.

I’m amazed that so many positive reviews have been submitted as I’ve not anywhere with Bank. I invested £5000 in March 2025 with a fixed interest rate of 4.6%. At the time of maturity this year I struggled to locate any department of the bank who could help with my query. The bank eventually transferred £5000.82 into my bank account, that is, 88p interest on £5000 over the full year. I’ve tried by telephone over and over again, even written to the CEO who didn’t even acknowledge my complaint. I’m now having to wait until the 8 week deadline passes before I can refer the matter to the Financial Ombudsman. The only communication I have received from Secure Trust advises me to call their Customer Services department again which I’m not prepared to do, having already borne a huge telephone bill. I fail to understand why the bank feels unable to contact me to discuss this debacle, but perhaps this is their modus operandi when savings accounts reach maturity. The lesson learned is never trust Secure Trust.

I rang Secure Trust Bank today - was popped through to Anisha. My goodness what a lovely lady - so patient, so thorough and went the extra mile to support me and help me sort my query.

Easy to navigate the website and to create a new account online & transfer money between accounts.

Good bank with good products - recommended.

Process was painless

Great experience and Ben on the phone very professional and helpful.

Easy to use online

I have used Secure Trust several times for savings. Having an existing account already set up it was very easy to open the instant access account - an account that gives very good rates of return compared to competitors.

Very efficient