Principality Building SocietyAvis 

I would have awarded 5 stars if it were just for the customer service alone. My voice call today was no different - Tyler was both very patient with my hearing impairment and helpful on the detail. I am fast running out of fully functioning body bits these days and I am going to have to rely more and more on good old-fashioned customer service and/or the kindness of strangers.

The online user interface can be quite clunky and limited: messaging is not counted as activity and timeout can be an irritant; there's no facility to forward date transactions and no access to closed accounts. Definitely some areas that are ripe for an upgrade or two at some point ... hopefully!

The telephone service is promptly answered and the staff are so cheerful and helpful. Such a contrast to most places I have to ring!
They sorted out my issue quickly and efficiently and I was off the phone within 10 minutes!

Terrible online sign in ? Am loosing money because I can never register my account online. Even branch couldn't sort it out 😕. Am loosing interest with available in house interest rates 😕 . Silly sign in program. What film do you first see. How is a old lady in her 80 , sorted it out? Does Rachel reeves have shares in this company?

So unhelpful when you phone them up. Had enough now so will be closing my account in the next few months.

As for the online account - simply awful. Hardly ever works and the request for support is incredibly slow.
Wouldnt recommend to anyone - especially when there is so much other options out there at the moment.

I wanted to change my account to a new ISA.Spoke to Phillip at Principality,he was very professional ,made me feel my custom was wanted .He did everything I asked and completed my request in a matter of minutes.Well done Phillip well done Principality.

I would not recommend Principality Building Society to anyone.
Their rates are very high, their products are poor value, and the service I received did not make me feel like a valued customer. There are plenty of lenders out there offering much better deals, so I regret wasting my time with them.
One thing that makes them especially frustrating is that they appear approachable because they have branches all over Cardiff, but once you are with them, the experience is disappointing. When you want to change products or leave, it feels like they put obstacles in the way rather than helping.
Their advertising gives the impression that they genuinely care about customers, but my experience was the complete opposite. In reality, I found them expensive, difficult to deal with, and not customer-focused at all. I would advise anyone considering them to shop around first.

Whilst Prinicpality provided us with a decent'ish mortgage when we came to remortgage, we lost the ability to save extra and pay more off our mortgage as they are not part of the Sprive gang.

I have messaged them twice to ask when they will be joining so we can save additional monies towards out mortgage, as I can imagine other mortgage holders with them, have done the same thing but have had no response, which i find rather rude and not the greatest customer service

You are really lacking in this area so please put yourselves onto Sprive app so your customers can pay their mortgages off quicker!!

As always, Principality leads the way in terms of financial institutions - telephone support for an internal cash ISA transfer was excellent, taking 5 minutes.

Always excellent to deal with; had my mortgage with them & agreed additional borrowing at one point too. Friendly call centre based in Wales, people always friendly & helpful. First rate service. Don't normally leave reviews but credit where's it due. Well done Principality!

A really good financial institution. I've only been saving with Principality for a few months but in that time I've been very impressed.
The website is secure, easy to navigate and with clear information on all the products.
Interest rates for savers are very competitive with market leading rates on Regular Savings accounts. I've been so impressed with the rates I've already opened further accounts. Staff and online service is also excellent. Highly recommend.

I have held a number of savings accounts with Principality over several years. Whenever I have telephoned for advice or to give instructions my call has been answered very quickly. All calls have been dealt with courteously and advice has been both clear and helpful. In addition, Principality often have highly competitive interests rates. The website provides information clearly. The only room for improvement I can think of is the introduction of an app. In view of my past experience I recommend this building society unreservedly.

Demanding double mortgage payments off me just for being a few months behind. As if one mortgage payment these days isnt more than enough

Had to call Principality Building Society today to discuss my account. Spoke with a young man, Dewy, who explained my options brilliantly. Went over everything twice, to confirm my options, and completed the transaction whilst I was on the telephone. Great service, and highly recommend Dewy on his customer service…!!! ⭐️⭐️⭐️⭐️⭐️

I use 2 branches in Cardiff, and without doubt what ever branch I use, Staff are always pleasant and helpful, Also online service excellent, It’s a joy and how anyone give negative review

Due to emergency tree works, I have had to close a savings account with Principality BS.
The problem was handled excellently and with empathy by their support rep. He was able to transfer my money quickly and easily over the phone.
Impressed and will be looking to invest again ASAP with PBS.

Had a savings account with PBS previously, saving for a specific goal. Account worked well, good online services, had no issues at all with any interaction with them.

I have always had a high opinion of PBS until today. I had a maturity today (17/1/26) and was advised last week that the funds would be transferred into my nominated today. I logged into my account this morning to find a notice saying that there was maintenance being done today so no transactions! I am absolutely disgusted! This was surely a known-about and pre-planned event so why didn’t PBS advise me of this beforehand and make arrangements for my funds to be released by other means? There is no further update on when I will receive my monies and I am missing out on interest for each day that now goes by. What compensation are you going to pay for this as it is not my fault yet I’m being penalised - totally disgraceful and unfair - shame on you PBS!

Excellent customer service and rapport from Hayley in your Caerphilly branch. I was late for an appointment and it was no stress to come up and get my account set up.
Many Thanks Alex

I can't fault this Building Society. I have been with them for a while. It's probably one of the best building societies I've been with. They have good rates for savings. Customer service has always been good. I've never had a problem with any accounts. Well done Principality.

Accessing my account would be more convenient with a mobile app.