OakNorth Bank: most-reported complaints
Automated analysis of 711 public Trustpilot reviews published 2026-05-13 to 2026-09-23. TrustScore 4.8 from 21,130 total reviews — see the Trustpilot page. Quick answer: is OakNorth Bank legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app access problems, which accounted for 35% of the 48 complaints identified in the analysis period. Other frequently cited issues included general inquiries (25%) and unhelpful customer support (21%). Billing errors were also mentioned, representing 10% of the complaints. The data indicates a rising trend for account problems, while other and billing issues showed a falling trend.
How to reach OakNorth Bank
These are the contact details OakNorth Bank publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0330 3801 181, email [email protected], address 6th Floor, Ship Canal House, 98 King Street, Manchester, M2 4WU, GB.
The company claimed its Trustpilot profile on 2021-07-01, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-15. Trustpilot ranks it 1 of 48 in Bank. We last checked this profile on 2026-09-23 and found 66 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: OAKNORTH BANK PLC (no. 08595042), active, incorporated 2013 (13.1 years); next accounts due 2027-06-30, last accounts filed 2026-03-29. 10 current officers (31 on record historically), 2 resignations in the last 24 months; 6 filings in the last 12 months (123 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 21 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “OakNorth Bank Plc and FSCS”, “OakNorth Bank”, “Oaknorth Bank 90 day notice savings account”.
Elsewhere: 3.9★ on Google (24 reviews) · 4.2★ App Store (10) · 4.9★ Google Play (1,346)
TrustScore over time
4.8 → 4.8 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (96%, 14.2d) · 2026-08-18 (96%, 14.2d) · 2026-08-21 (96%, 14.1d) · 2026-08-24 (96%, 14.1d) · 2026-08-27 (96%, 14.1d) · 2026-09-01 (97%, 14.8d) · 2026-09-04 (99%, 14.8d) · 2026-09-07 (99%, 14.8d) · 2026-09-11 (99%, 14.8d) · 2026-09-14 (99%, 14.8d) · 2026-09-17 (99%, 14.6d) · 2026-09-20 (99%, 14.6d) · 2026-09-23 (97%, 14.6d).
Severity: 15% of this company’s 48 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2023, 50% of 16 one-to-three-star reviews were 1★; in August 2026, 0% of 10.
Counted from August 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.4 days between the experience and publishing their negative review (535 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 7 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2022-10-21 to 2026-05-05, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 539 negative reviews that received a public reply, the median wait was 3.2 days — the company profile reports an average of 15 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 539 company replies to negative reviews analysed, 34% engaged with the specific problem and 47% were generic templates.
7% of its 600 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 35% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 4,079 of this company’s 21,130 Trustpilot reviews (19%) were written in the last 12 months.
What are the most common complaints about OakNorth Bank?
Account/app problems
17 reports · 35% of complaintsrising since 2026-09“No access to my account for 2 months”
The company replied on 2026-06-24: “Thank you for your feedback. We’re sorry to hear that you experienced difficulties accessing your account. We’re glad we were able to contact you and guide you through the login process, and that you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“my money “disappeared”. It took several phone calls back and forth between Oaknorth and my linked bank to establish the problem”
The company replied on 2026-08-25: “Thank you for your feedback. We’re sorry for any concern and inconvenience caused when your payment did not initially appear in your OakNorth account. Our investigation confirmed that the payment had…”
Our classifier read this reply as a substantive response.
“promised e mails and call not recieved”
The company replied on 2026-08-10: “Thank you for your feedback. When a customer asks to update nominated bank account details and other registered contact details, we carry out additional verification before releasing funds. These…”
Our classifier read this reply as a deflection.
Other
12 reports · 25% of complaintsfalling“my message was refused on basis that it did not come from my registered email”
The company replied on 2026-08-04: “Thank you for your feedback. We have reviewed the concerns you raised regarding your ISA transfer dates and have responded to you directly. As part of that review, we confirmed that both transfers…”
Our classifier read this reply as a deflection.
“still not been Transferred ,I am fuming lost interest”
The company replied on 2026-07-22: “Thank you for your feedback. We’re sorry that your ISA transfer did not progress as expected. Following a review, we identified that a required step in the transfer process had not been completed,…”
Our classifier read this reply as a substantive response.
“till waiting for my referral bonus and have needed to chase it up.”
The company replied on 2026-08-10: “Thank you for your feedback. Rewards from our referral programme are paid once all of the eligibility criteria have been met, including holding funds in the eligible account for 30 consecutive days.…”
Our classifier read this reply as a deflection.
Support unhelpful
10 reports · 21% of complaintssteady“I was told this could not be done as my account with OakNorth was not a cash ISA!”
“my money “disappeared”. It took several phone calls back and forth between Oaknorth and my linked bank to establish the problem”
The company replied on 2026-08-25: “Thank you for your feedback. We’re sorry for any concern and inconvenience caused when your payment did not initially appear in your OakNorth account. Our investigation confirmed that the payment had…”
Our classifier read this reply as a substantive response.
“your account is now closed as the address didn't match up! Wow 1 letter mistake when spelling it with no time to come back to me”
Billing errors
5 reports · 10% of complaintsfalling“you refused to increase the interest rate up to the new level you are now offering”
The company replied on 2026-07-27: “Thank you for your feedback. Fixed-rate accounts are designed to provide certainty, with the rate fixed at the point the account is funded and remaining unchanged for the agreed term. Rates available…”
Our classifier read this reply as a deflection.
“No communication to acknowledge money deposited to open my new account.”
The company replied on 2026-07-24: “Thank you for your feedback. Confirmation emails are issued when deposits are applied to an account. We’re glad we were able to speak with you, discuss the deposits received, and resend the initial…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“We receive 4.53 % instead 4.55%”
The company replied on 2026-07-01: “Thank you for your feedback. Loyalty reinvestment rates are available to customers who submit reinvestment instructions for a maturing Fixed Rate Cash ISA during the maturity process. As no…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
4 reports · 8% of complaintsfalling“they slash the rate to 4.5 and not be in the top 20 providers”
The company replied on 2026-08-11: “Thank you for your feedback. We’re pleased to hear that you have found OakNorth to be well run and that you have been happy with the service you have received over the years. We appreciate your…”
Our classifier read this reply as a substantive response.
“it wasn't clear to me that there is only a 30-day window to fund a Fixed Rate Cash ISA”
The company replied on 2026-08-04: “Thank you for your feedback. We’re pleased to hear that you had a good experience with OakNorth and found our service efficient. For Fixed Rate Cash ISA accounts, the interest rate is fixed for the…”
Our classifier read this reply as a deflection.
“Unable to get loyalty rate for a new ISA I.e same boosted rate for existing reinvested ISA”
The company replied on 2026-06-26: “Thank you for your feedback. As outlined in our Product Terms and Conditions, the interest rate on a Fixed Rate Cash ISA is fixed at the point the account is funded and remains unchanged for the…”
Our classifier read this reply as a substantive response.
Switching problems
4 reports · 8% of complaintssteady“I was told this could not be done as my account with OakNorth was not a cash ISA!”
“Oak North had incorrectly used my nominated account, silly error.”
The company replied on 2026-07-17: “Thank you for your feedback. When applying for an ISA transfer, customers are asked to provide the details of the ISA they wish to transfer. The initial transfer request was submitted using the…”
Our classifier read this reply as a substantive response.
“transferring an ISA in was not straight forward”
The company replied on 2026-07-24: “Thank you for your feedback. We’re glad we were able to speak with you and clarify how ISA transfers into OakNorth can be requested. Customers can request an ISA transfer during the online…”
Our classifier read this reply as a substantive response.
Compare OakNorth Bank with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.