Kent Reliance Anmeldelser 

I opened a 2yr fixed rate ISA on the old system, I was allowed to fund this ISA throughout the term. Migration to the new system, which is not optional, means that the old T&Cs are no longer valid and by default you have to accept the new migration T&Cs, which are not the same. Following migration customers cannot fund throughout the whole term, which was the sole reason for choosing a KRBS FRISA in the first place.

Migration is supposedly to bring customer benefits, apparently flexibility applied to a fixed rate ISA is a benefit, appreciating that any withdrawal after the 14 day cool off is given an early exit fee equivalent to XX days loss of interest, so you could end up with less than you put in. Flexibility in relation to an easy access product is obviously a benefit, but it’s arguably irrelevant on a fixed term ISA because you will be charged for the withdraw. In contrast, full term deposits of new money was advantageous and only offered by 2 providers at the time.

Customers with fixed rate products should have been allowed to stay on the old system until maturity, or they should have been allowed to transfer out free of penalty. Changing the T&C goal posts mid term isn’t very ethical, especially when the only real option out is to the financial disadvantage of the customer.

A related migration issue will/has affected customers with maturing FRISAs, where despite maturity instructions inferring you can select other KRBS ISA products (besides the suggested maturity product)online, this has proven incorrect. All ISA products have been pulled from the website since the migration process began in July. Customers with products maturing either side of the migration debacle, will have more options that those that land within, which is unfair.

To make things worse, I raised my complaint 29 Jun 26, I was advised on 27 July 26 that I would receive a final decision WITHIN 4 weeks. The 4 weeks passed on 24 Aug 26. I would suggest that the professionalism of an organisation should be measured by how accurately they meet the dead lines which they impose upon themselves…..

Interestingly, my partner raised a complaint about the same migration issue. From start to finish her complaint took 7 days, finalising via email. I’m on month 2 and counting. The only difference was that she raised a review on trust pilot after she submitted the complaint…….

I registered a formal complaint with this company well over a month ago. I still have not had a response to my complaint to even begin to discuss the complaint, let alone resolve it.

I previously reviewed Kent Reliance after my mortgage deal ended, and I was offered an interest rate of 6.7%, together with a substantial product fee. At the time, I was already disappointed by what felt like very little consideration for an existing customer.

Unfortunately, my experience has become even more disappointing.

I subsequently requested consent to let my property due to a change in my personal circumstances. Kent Reliance refused the request, stating that the reason I provided was “not accepted under our policy.”

I find this lack of flexibility extremely difficult to understand. I am the person responsible for meeting the mortgage payments at a very high interest rate, yet when my circumstances change and I try to find a responsible way of continuing to meet those obligations, the lender simply says no because it does not fit its policy.

Of course, I understand that a mortgage has contractual conditions and that a lender has the right to assess risk. What I struggle to accept is a system that appears to offer so little consideration of an individual customer's circumstances.

A mortgage is not just a financial product. Decisions like these can affect where people live, where they work and what choices they are able to make with their own lives.

After my previous experience with Kent Reliance, this refusal has reinforced my impression that retaining and supporting existing customers is simply not a priority. Therefore, if I could, I would give zero stars.

I have had online savings accounts with Kent Reliance for some years now. After transitioning to the new portal (which was easy to do), I found that transfers from my Kent Reliance account to my bank account were almost instantaneous on all days of the week! Previously, credits were within a few hours during working days.

The staff I have spoken with over the telephone have been friendly, helpful and professional.

Tried 4 times now to transfer my Kent Reliance ISA on-line to Nationwide. 4 times Kent Reliance has rejected the request. Ringing the helpline was a waste of time. I can't wait to shift my savings away from them.

Consitant good interest rates for savers.

No star if I could choose. This is the bank you should stay away from!!! Not capable of doing their job.

Recent upgrade seemed to generally go according to plan. System was unavailable for longer than expected but now requires logging into two different systems to review all accounts - not really a problem more an inconvenience !!

I always fel that it is straightforward to move accounts and the support is there if needed

I have an easy access account and when moving money, it is very very soon in your nominated account.

When I had an ISA, what I particulary liked is that you could add up to the £20.000 through out the year whereas most banks do not allow that. So a good thing to be able to do.

Always kept updated as regards accounts advised when account matures, notifies up to date interest rate and accounts you may be interested in when an account maturing.

I applied for a 2yr fixed rate ISA some time ago, the terms allowed me to fund the account throughout its whole term, a unique feature and the reason I opted for this product over other providers. I was made aware of KRBS migration to their new platform, initially I assumed this might have been optional, but it turns out it is not optional. If you do not wish to migrate you are required to close your accounts. If you hold a fixed rate term product, early closure will cause an early closure penalty. It appears that KRBS have issued replacement terms for all accounts applicable post migration, meaning that the terms you signed up to initially will no longer be valid post migration (and may have significantly changed). I have now migrated to find out that the single most important feature of my account is no longer valid, I cannot make deposits throughout the term.
I find this unfair and unreasonable, KRBS have changed the terms arguably without my consent, inferring that I have accepted the new terms simply by migrating, but my accounts were automatically migrated to the new system before I had actually completed my part of the migration process. My partner has not done any of his migration and all of his accounts are showing as moved on the old system, so this is in no way optional. Closing the account before migration was regarded as an early closure and subject to an early exit charge.
Damned if you do, damned if you don’t. I am now stuck with a product that no longer suits my needs, as KRBS have unfairly moved the goal posts, at the detriment of the loyal customer. I have raised an official complaint.

Logic would suggest that KRBS should have allowed customers, with fixed rate products to stay on the system that they originally signed up to; or at the very least, allowed customers fee free early exit isa transfers out. Logic would now suggest that customers vote with their feet.

Very efficient Building society always with good savings rates.

Having spent over an hour dealing with Kent's so obviously outsourced Customer Service( ie not local, not giving jobs to UK and not providing all the benefits they give to their own staff) and having had to go through the same security arrangement 5 times without getting my query resolved (getting timed out once) I have finally decided that Kent Reliance is not the whiz-bang service it purports to be and,(if I have managed the finally get through to them) have decided to take my savings elsewhere.

The website isn’t working properly. Get that sorted out !

I had a problem getting into my a/c so I phoned the office and they sorted me out, all is good now thanks.

All fine until the digital platform change and my request to change the nominated account. Apparently KR need to see a statement from the new bank before allowing a change - it cannot be done with an authorisation code or letter/ phone call. Explained on a phone call that new account had only been open a day so I couldn’t get a statement for a few weeks. Emails received from KR every day telling me the nominated account hadn’t been changed and to contact them again. Each time I phone I spend 15 mins with the options and explaining my needs only to be told I will have to be transferred as my account is on the online service . So, I send a statement after two weeks of transactions and redact some of the financial info only to have it rejected and advised to phone again. Third phone call results in once again the person not being able to access the information because it’s on the new platform. But they will send a email to the department. I try again and send an unredacted statement clearly showing name. address and account number. Rejected again and told to contact them and if my third attempt is unsuccessful then I will have to reapply to start again. Really! I am in my 70’s and feel utterly frustrated and undermined by this system. I can’t wait to end my association with KR.

- received 4 automated calls to our landline to tell me my statement was ready for my four accounts. We v.rarely use our landline and mobile number is preferred contact on KR system.
- logged in to query. Now 2 login options and it's not clear which should be used.
- sent message querying the issue.
- received reply asking me to log in to read a secure message. No option to read secure messages, only one to “send a message”.
-called KR. They advised you need to click “send message” to read a message! Was given an apology re the 4 calls and told it was an error and should have gone to mobile no. Landline now deleted.
- Asked why I get monthly statements as never received before. Was told statements set to monthly which makes no sense as previously I’d got annual statements.
Asked to change to annual but was told this can't be done once the account is opened so will be getting 4 calls every month from now on!
- one ISA due to mature next month. It seems this can't be renewed due to new computer system so I will have to move it elsewhere (which given the level of service, I am happy to do).

Great service

Yet again Kent Reliance cannot do ANYTHING properly.
Kent Reliance have decided to “upgrade” their online services to securely speed up transactions & improve the customers experience in the management of accounts.
I have several products with them ISAs & an Easy access savings account which up until this month were all accessible from one digital platform & I could look at all of my products, statements & if necessary transfer funds with relative ease @ Kentreliance.co.uk.
But not anymore.
Some genius there thinks it’s better to set up a parallel online portal @ onlineservice.kentreliance.co.uk & split customers accounts across both sites so now I’ve had to register with the new portal as well as the old & now you need two different user names, two different ID numbers, two different passwords. On top of that this morning had three emails & eleven text messages telling me I’m trying to look at my accounts.
The foreign based help desk call centre is of no use at all in navigating the technical issues either, I guess they are struggling to come to terms with it too.