Birminghammidshires Avis 

Very old fashioned bank with no real internet facilities. Takes a long time and countless menus to get through on the phone. I went through 7 option menus before I could speak to anyone. However, they are friendly and helpful when you do get to talk to someone

Four weeks and six requests from my solicitors for a redemption statement. Completely inexcusable!

In view of the many damning critical reviews here, I'd like to post my own experience.

First off, BM are clearly pretty old school, with no online account management at present. I was told today by a representative that work is in progress to provide this but there isn't a delivery date for it as yet.

So, fair enough, things have to be done by paper and phone, which isn't so bad if the phone is answered reasonably promptly and representatives are helpful. I've rung twice so far, and didn't have to wait 5 minutes to be speaking to someone each time - not astoundingly good but pretty acceptable, given that we're still not out of the pandemic.

My first call was to verify amounts and to make an overpayment; the advisor was helpful but not 100% clear, but clear enough for me to be able to make the payment. I was a little surprised by two things, first that I couldn't make the payment by phone, and second that my bank app (RBS) couldn't verify the payee details against the payee name. However, I made the payment against the given account name.

So I rang again today to verify that payment had been received and applied. The advisor was clear and helpful, and confirmed that the amount was received and applied against the mortgage on the same day. I further discussed with her about charges and interest, and was satisfied with her responses.

My conclusion is that my experience so far, although not spectacular with comparison to more modern, tech-enabled firms, is pretty solid and acceptable; the company is still a 'paper and phone' type of enterprise at this stage, despite its parent company. But that's how we all did mortgages until relatively recently, and within the constraints of their tech, BM have dealt with me satisfactorily.

Posted them a cheque, phoned to confirm it was received. Allowed 4 days to clear, they tell me "we take 15 days to clear a cheque" WHAT! Disgraceful.
Astonishingly poor phone menu set up, expect to have to navigate 8-10 levels of choice. In most cases "customer" is the last selection; know your place!

I have had a mortgage with BM for over 10 years. Apart from taking the Government backed payment holiday for 3 months in relation to the pandemic I have never missed a payment. Now after all this time the mortgage is to be renewed and BM are refusing as there spreadsheet says no. They are unable to tell me why there spreadsheet says no and we are now in a situation where my tenants are threatened with eviction and I could lose my pension.
I will never be taking a BM product again and I have plans to shut down my BOS accounts (which I have been with for over 25 years). While I know this will make absolutely no difference as banks literally do not care, they have no reason to care the whole thing is a cartel. But it will make me feel slightly better doing this.
BM this is how you treat a loyal and long standing customer and that is not right and its not fair.

They are just too far behind with times. I tried to move my link account to allow my saving to be moved to the linked account.

They wanted me to send a cheque from the account I want to be linked. I have an app business account. The account does not have cheques facility.

A bank in today's world ask for a cheque!

Basic service for my mortgage, but just got through on their Request a Statement phone number. After 3 mins of menus, got through to a very helpful chap. So, good experience so far.

Terrible customer service. Virtually impossible to speak to anyone, no email address, phone rings out.

How do you contact them?
I am at a complete loss for how to get in touch with this mortgage company. They have a phone number but after 3 attempts, each waiting over an hour my call has never been answered. I have a genuine question to ask them about my mortgage terms and conditions. There is no email address to reach out to, only a phone number but seems they have no team to answer phonecalls. Very concerning.

Have tried to contact BM for last 2 weeks. Phone just rings out....hung on for over 30 mins. No email address.
Shocking customer service.
Should have an email address!!!!!!

Just got my final payment Mortgage figure from BMS. So I go to my bank the Halifax. The staff there sort out everything.
Redeeming and paying off my Mortgage with their BMS,final figure!
Job done and sorted....No, i get yet another letter a week later, because of their mistake, i still have another £78 to pay.
So if they got this WRONG what more have they messed up on.....Do they owe ME????
Not good advertising .."FOR A BANK"!!
Hopfull I dont get another letter next week. Unless they OWE ME!!!!!

Garbage company, waited 24 weeks for these Muppets to say they wouldn't lend the buyer of my apartment the money, avoid like the plague, complete amateurs!!!

Total waste of time them having a telephone number.
Hours wasted to speak to no one, just a shame you cannot give zero for feed back.

I give one star ,but to be honest if I could give none I would...absolutely disgusting service,offering amounts of money ...when the crunch comes...it's so many unnecessary queirys..don't give what they promise...beware...

My buyer said they cannot exchange because the offer on buy to let finally given, with a massive reduction on valuation, way below the market price. The offer took months to arrange, and now arrived with errors that had to be corrected. Now, finally they said the corrected offer had been posted, yet now two weeks later still not arrived at my solicitors office , He spent two hours trying to contact midshires and the broker but could not contact anyone! I will definitely NOT be using this company nor reccommending them to anyone.

I would give zero stars if I could. This is a shocking excuse for a company. They decided to make my savings account dormant with the effect that the account simply disappeared from online banking. They require that I should get 3 forms of ID verified by going into Lloyds bank. I am elderly and vulnerable and cannot go to the bank. They will not help me. Please don’t use them, they are shocking. I still (a month later) don’t know if my account with all my savings exists at all. The stress is terrible.

Just terrible to deal with once you have a mortgage with them. Very difficult to get hold of and do not respond to complaints. I would never take a mortgage with them again.

This company are just scammers. They take your valuation fee for a buy to let mortgage to then come back rejecting it because the area has a high amount of buy to lets. Well you knew (or could have known) that before you did the valuation. I am sure there was not even a real valuation done just some quick paperwork to justify the robbery.

Without doubt the worst company out there for customer service. They never accept it’s their fault, no escalation route and complaints are never followed up. They might be cheap but better to pay extra and go somewhere else.

They were meant to add my husband’s name to my rental property mortgage 4 years ago, they took the money, we assumed it was done, and they have only just bothered to let us know they didn’t! It needs doing for tax reasons. I have spoken to customer service a few times, to start the process by at least adding him now, after a while they cut you off, or tell you they will ring you back, then don’t. I have written, they cannot be bothered to reply. My next step will be starting the process with the financial ombudsman to try to get them to address this issue. As a business they are seriously incompetent, not interested in fixing the problems they have caused, and as soon as this current product ends, I will never use them again. I would strongly advice everyone to avoid them.