Aldermore celebrates first year of publishing unedited customer reviews

POSTED: 10th March 2014
IN: Newsroom

Aldermore, Britain’s leading challenger bank, has today reached the one-year anniversary since it became the first British bank to launch an online Ratings and Reviews service for its Savings and Business Finance, which allows customers to post their comments about Aldermore’s products and services online, completely unedited.

  • First British bank to offer Ratings and Reviews service on its Savings and Business Finance products
  • Customers can post unedited comments on products and services
  • 2,145 reviews so far, rating of 4.48 out of 5
  • Just 3% of all reviews were complaints

Since launch Aldermore customers have left 2145 reviews and have rated Aldermore's products and services at 4.48 out of 5. Of these, just 3.2% (70) were complaints.

Reviews include both positive and negative customer experiences, suggestions for improvement and complaints. We have already made changes as a result of the themes in the feedback such as improving our savings application form and introducing a mobile-friendly contact number for the Bank.

The service is available for our Savings and Business Finance customers with plans to launch the service for another part of our business soon.

Paul Myers, Chief Operating Officer at Aldermore, says: "A year on from the launch of Ratings and Reviews, we believe we are still the only bank to offer this service for Savings and Business Finance. Aldermore's overarching ambition is to be a trusted and transparent organisation. Therefore, all reviews on the website are published as written by customers, without any edits or alterations.*

"We welcome constructive feedback and have introduced a number of  improvements based on the feedback provided by our customers. For example, we now list an alternative phone number for savings customers who said the previous number was too expensive if they were calling from a mobile phone.

"At Aldermore, we are building a bank that our customers can be proud of, and by unashamedly publishing our customers' opinions, this shows our determination to achieve this."

Below: an example screenshot of Aldermore's Ratings and Reviews service:


Notes to editors:

*We publish 98.5% of reviews including complaints and feedback for improvement. Occasionally reviews are rejected because Aldermore does not publish reviews where customers have included personal details, inappropriate or obscene language or where no insights have been provided about their experience with Aldermore or the product.

Infographic outlining key facts can be viewed here.

For further information and examples of improvements made based on customer feedback, journalists can contact:

Nicola York, Cicero Group

Office: 0207 297 5965

Mobile: 07841 864 107

For further information about Aldermore, our financial backers and our PR contacts, please review our Notes to Editors page. 

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