Smile UK Reviews 

Very difficult to contact when there's a problem, and slow to resolve problems once you've reached a human

Awful customer service, appalling. Called today just to send an overseas transfer to my mum and the service I received was abysmal. Spoke to two customer service advisers, didn’t get the name of the first one, the second one said her name was Hanna. When I asked for the surname she refused to give it. So basically after an hours call I was unable to send the overseas transfer as they refused to assist with the request and no only that, they were the most unhelpful people. Avoid Smile, awful and humiliating customer service.

I’ve been with smile for years and I will be moving away due to the frustration of this banks service, currently have to have a pin and password to log in a different pin to use my debit card and a different password to verify on line transactions, also if I want to transfer anything greater than 10k I have to go down chaps route no faster payment service, even got third degree whilst trying to transfer monies between my own accounts, I know security is important but it’s that secure I can’t even access my own money, using alternatives has been easier and less stressful, will be changing asap, please don’t reply to this review asking for more details I will not reply

I've been banking with Smile for years. Wait times to speak to someone to move your own money are outrageous. Card declined for usual and trivial payments which is humiliating BUT not for clear fraudulent activity (over £100 taken in 2hrs in middle of the night in dozens of payments to online gaming website in the US). Fraud - spent 2hrs on hold reporting fraud. IBAN payment - currently on minimum 30 minute wait. Cannot do either online so have to call. We WILL be moving all our online banking to another bank. This is absolutely abysmal service.

We've been with them for some years, now I finally needed to query a debit. I could only phone, and was asked to stay on hold for 15 minutes.

I am writing to formally express my dissatisfaction with the deteriorating level of service I have experienced as a long-standing customer of Smile Bank, which I have been with since December 2006.

Over the years, I have observed a noticeable decline in service quality, particularly with telephone banking. The waiting times and lack of responsiveness have made it increasingly difficult to manage my account effectively.

In addition to the issues with telephone banking, the mobile app has become frustratingly unreliable. It is frequently down, preventing me from accessing my account when needed. This is especially problematic given that digital access has become essential in managing daily finances.

The tipping point for me was when my account was subjected to fraudulent activity. It was bad enough to have money taken from my account, but receiving only half of the funds back was disappointing. As a customer, I expect thorough support and full protection in such situations, especially as I have bills and financial obligations that cannot go unmet. To be left out of pocket due to inadequate fraud resolution procedures has been extremely distressing.

As a result of these ongoing issues, I am now in the process of switching my primary banking to Monzo. I have used Monzo for a few years for budgeting purposes and find that their app offers more reliability, transparency, and a wider range of products. With Monzo, I receive real-time notifications and can track my transactions instantly, giving me more control and peace of mind.

It is truly disappointing to see a bank that once offered great service decline to this extent. I hope this feedback serves as a reminder that long-standing customers expect consistent, reliable service and that improvements are needed to prevent further dissatisfaction.

Good grief. What a painful process onboarding as a new customer has been. Whereas every other bank seems to be able to open accounts instantly, Smile need to speak on the phone and then take two days to actually open the account! Reading these pages and pages of issues I do wonder whether I have made the right decision.

Card blocked again without reason. Luckily I'm able to log in and move money to my other accounts with different banks. The app sometimes works, sometimes doesn't. Customer service number now hidden on the website, currently in a 25 minute queue to sort out my card being blocked which has caused multiple problems. I mainly bank with Monzo due to the problems at Smile and the difference is night and day between the service provided.

No need to repeat all the comments made by other reviewers about Smile's appalling online service. Time to make a move methinks...

The worst customer support in banking, I waited more than 50 minutes calling each time after being cut off multiple times when trying to explain about my sick elderly parents difficulty accessing their online banking whilst in hospital, I was treated more like a criminal, the lack of empathy and support was beyond insulting.

I'm so glad I left smile years ago. Sadly my partner decided to keep the account open. We have just had an hour on the phone being questioned like we were in custody about a transfer out of smile to another of our accounts. They called us from a random 07 number and a random 020 8 number (google says marked as a scam) to try to verify the transfer.

Got through eventually and was questioned and patronised beyond belief about the transaction, talked to like a child. Not fit for purpose.

In fact, the call with the handler was so bad we were both in hysterics by the end of it.

We were "Smiling" but they certainly aren't co-operative!

The app is not working and guess what, mobile banking is suspended too! Try and call them if you need to transfer money or any other service!
Avoid like the plague!
Both my wife and myself are moving to other banks after 25 years!

This bank advertised to myself you will get an Overdraft if you open an account. It sounded appealing but that is where the trouble started.

Applied on Aug 2023, yet the account took 2.5 Months to open because their "A.I" Technology could not accept clear I.D Documents. Once this was open I used the Overdraft Facility just like any other Credit Facility. Cleared the Overdraft several times across the next 10 months. Just like any other credit facility was happy to pay the interest on it.
Then just a few days ago without any notice or warning my Overdraft was removed. This is supposed to be a Mutual Company, I have not even experienced this happening with a Corporate Bank.
I then had to proactively call Smile/Co-Op Bank and they explained we do not have to go give notice to remove an Overdraft. I know this is the case with every bank but to not have courtesy to give notice of your intent is a disgusting experience.
I could easily have my Monthly Wages paid into this account but after this experience from a supposed Mutual Company - No Chance!
*** Warning stay away from this Bank**

Loyal customer of Smile since their launch 25 years ago. We still bank with them, but have put up with so much ....... over the past several years. Maybe it was laziness, maybe it was loyalty, but we stuck with them. Definitely going to leave this time. Hours wasted trying to speak to someone on the phone, promised a copy statement within 10 days - apology received - will be sent within further 10 days ( so that's 20 days), and there is no online record as the transactions are over 6 months old. So much more I could say - The only positive is they used to be good!

It's a shame I can't leave zero stars. A perfectly legitimate payment to a main car dealer was blocked. After confirming via text that the payment was legitimate it took another two hours for the funds to be released, after waiting 40 minutes for someone to pick up the phone. Despite phoning to advise that activity was not fraudulent, three days later card is still blocked for payments. Tried phoning this morning only too get message 'sorry we don't open until don't open 9am'. No way to unblock using app/website and customer services all still in bed!

I've been a customer for nearly 15 years. When things are working the bank is great. As soon as somethign goes wrong you have to give up most of your day phoning them, if you can fidn the number. When you do the security procedures are so strict you won't get through. Dreadful, dreadful experience so I am, today, switching bank. Cheerio Smile. I didn't even grin

Patronising! Banked with Smile for a while now so should have known the system struggles when moving money or spending large amounts!
The lastest issue making a simple transaction from my smile current account to my other online bank account predictably went wrong...again
1st transaction was cancelled - okay possibly due to the amount so I’ll transfer it 2 lots. The first payment went through in seconds, the second amount - whilst debited from my Smile current account is now missing.

Fortunately managed to talk to someone on Smile telephone helpline - unfortunately the transaction had been flagged as fraudulent- I spent 20 minutes justifying my decision to use this money (okay I get it but it’s clearly a way for the bank to avoid paying if the money is being scammed…seems really underhand to me!
So my money is still missing - no guarantee it will reach my other account and they wonder why customers are fed up?! It is my fault, I keep thinking service here will improve and it doesn’t and I doubt it ever will.
Update 1. Contacted telephone banking again to try to find out where my money is as - it is still not showing in either account - after asking for a manager I was put on hold and then disconnected.
Update 2. The transfer has now gone into my account - the process has been stressful and undermines confidence in the robustness of Smiles systems.

Reassuring systems and contact about potential fraud on my account. Good to know that behind the scenes this proactive work goes on. Thank you.

I finally got around to moving my main current account away from smile after multiple frustrations. Now I can't even see my most recent transactions and they said I have to pay to see them! This after a 35 minute wait to speak to someone (calling is the only option) when I'm abroad. Now locked out of all my accounts having not passed their 'security' despite having access to my phone and using fingerprint ID for the app. Guess yet another half hour wait in the queue. The worst customer service, seriously you either write them a letter or call.

ISA account inaccessible. Email not recognised. No way to proceed online without a sort code and account number. Only contact is via premium phone number.

Update. Finally gained access with telephone assistance….. Correction… phone not premium, but lots of error messages and long queue times before I finally got through.