Nottingham Building Society: most-reported complaints
Automated analysis of 558 public Trustpilot reviews published 2025-01-29 to 2026-09-23. TrustScore 4.9 from 6,967 total reviews — see the Trustpilot page. Quick answer: is Nottingham Building Society legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing issues such as inability to sign in or create accounts, which accounted for 54% of the 118 complaints identified. Support-related concerns were the next most frequent issue, with 25% of reviewers describing staff as unhelpful and 11% finding support unreachable. Other complaints included feedback that interest rates were not competitive. The trend for account problems and support unreachability remained flat, while reports of unhelpful support were falling.
How to reach Nottingham Building Society
These are the contact details Nottingham Building Society publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0344 481 4444, email [email protected], address Nottingham House, 3 Fulforth Street, Nottingham, NG1 3DL, GB.
The company claimed its Trustpilot profile on 2016-02-11, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 2 of 5 in Building Society. We last checked this profile on 2026-09-24 and found 30 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 117 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: “Nottingham Building Society - 1.55% Instant Access Account”, “E: 12/04 Win an Ipod Nano with the Nottingham Building Society (FB)”, “Nottingham Building Society 5% Christmas Saver Account”.
Elsewhere: 2.9★ on Google (8 reviews)
TrustScore over time
4.8 → 4.9 across 15 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: 2026-08-12 (98%, 0.7d) · 2026-08-15 (100%, 0.7d) · 2026-08-18 (100%, 0.7d) · 2026-08-21 (100%, 0.7d) · 2026-08-24 (100%, 0.7d) · 2026-08-27 (100%, 0.7d) · 2026-08-30 (100%, 0.7d) · 2026-09-05 (100%, 0.7d) · 2026-09-08 (100%, 0.7d) · 2026-09-11 (100%, 0.7d) · 2026-09-14 (100%, 0.7d) · 2026-09-17 (100%, 0.7d) · 2026-09-20 (100%, 0.7d) · 2026-09-24 (100%, 0.7d).
Severity: 10% of this company’s 118 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 February 2025, 40% of 10 one-to-three-star reviews were 1★; in February 2026, 46% of 13.
Counted from February 2025 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 2.2 days between the experience and publishing their negative review (192 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 21 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2013-07-30 to 2024-04-11, 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.
What their policy promises
complaint process: highest standards of service
“We aim to provide you with the highest standards of service.”
complaint process: no later than five working days
“A written acknowledgement will be issued no later than five working days after receiving your complaint.”
complaint process: within eight weeks
“We aim to resolve your complaint and issue this response within eight weeks.”
complaint process: free of charge
“Should you remain dissatisfied following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 194 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 194 company replies to negative reviews analysed, 56% engaged with the specific problem and 39% were generic templates.
15% of its 399 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 54% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 2,125 of this company’s 6,967 Trustpilot reviews (31%) were written in the last 12 months.
What are the most common complaints about Nottingham Building Society?
Account/app problems
64 reports · 54% of complaintssteady“App and webpage signin impossible Serious IT problems not allowing account creation”
The company replied on 2025-02-26: “Hi Rudi, I'm sorry to read that you had some IT problem initially. If you could share your contact details with us on [email protected] we would like to give you a call to discuss this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Wanted to open Junior ISA for my newborn, my 'local' branch stated that it's by appointment only, you cannot just walk in when it suits you.”
The company replied on 2026-04-13: “Hello Martina, I'm sorry to read about your recent experience and would very much like the opportunity to look into this, I do of course appreciate you have now opened your account elsewhere. We are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Desperately slow transfers in/ out of the account with so much technology available.”
The company replied on 2025-02-27: “Morice, thank you for sharing your honest feedback. I will pass your comments onto our development team, we are always reviewing what we can do. All the best, Sharon, Customer Team.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
29 reports · 25% of complaintsfalling“staff have no empathy all they kept saying was we understand NO YOU DONT”
The company replied on 2026-03-10: “Dear Claire, we are very sorry for your loss, and we're also sorry to hear how difficult this experience with us has been for you. We'd really like to offer support. If you feel able to, please reach…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Patronising & unprofessional”
The company replied on 2025-03-26: “I'm very sorry to read about your frustration and apologise for the experience you had at our Hucknall branch. It's clear that you felt unwelcome and judged, which is not the experience we aim for.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“You send me an email asking me to confirm yes or no for a transfer without telling me which account you were referring to.”
The company replied on 2026-02-06: “Hi Paul, Thanks for sharing what happened. We’re really sorry for the confusion around your ISA transfers and for the lack of clear communication. We understand how frustrating this must have been,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
13 reports · 11% of complaintssteady“App and webpage signin impossible Serious IT problems not allowing account creation”
The company replied on 2025-02-26: “Hi Rudi, I'm sorry to read that you had some IT problem initially. If you could share your contact details with us on [email protected] we would like to give you a call to discuss this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I called The St Albans Nottingham 01727 863114 on 30th January but no answer so left a message. Still no response.”
The company replied on 2026-02-06: “Good morning, and thank you for taking the time to leave your review. We're very sorry to hear about the difficulties you've experienced while trying to close your Access Plus account. I understand…”
Our classifier read this reply as a template response.
“I emailed Nottingham to explain this, and their response was to ring me.”
The company replied on 2026-02-02: “Thank you for taking the time to share your experience. I’m really sorry to hear how difficult and frustrating this was for you, especially after you’d clearly explained your communication needs.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
9 reports · 8% of complaintssteady“Interest rates not as competitive”
The company replied on 2025-02-26: “Hi Jeannette, I'm very sorry to read that you were left feeling this way. I've shared your experience with the team and the Branch Manager would like to give you a call to understand this better.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“funds remain sitting in the matured savings accounts earning pennies”
The company replied on 2026-03-18: “Thank you for taking the time to share your feedback. I’m really sorry to hear about the experience you’ve had when transferring your matured funds. You should always be kept informed and your funds…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“did not show up in my account until Wednesday”
The company replied on 2025-11-28: “Hello Mr Pearman, I'm sorry you were worried about your transfer, I understand that we spoke to you the same day and resolved this with you. Please reach out if you need anything more. Very best -…”
Our classifier read this reply as a substantive response.
Billing errors
6 reports · 5% of complaintsrising since 2026-03“You send me an email asking me to confirm yes or no for a transfer without telling me which account you were referring to.”
The company replied on 2026-02-06: “Hi Paul, Thanks for sharing what happened. We’re really sorry for the confusion around your ISA transfers and for the lack of clear communication. We understand how frustrating this must have been,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“you returned my funds & closed the account before I could get my £100,000 into the account”
The company replied on 2025-08-04: “Hello Tony, I'm very sorry to read about your upset and frustration. We are looking into your feedback and will be in touch with you directly by email in the coming days. Very best, Sharon, Customer…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The wrong amount was requested for my mother and the wrong account number was used for me.”
The company replied on 2025-05-07: “Hello Anna, I'm really sorry to hear about your experience transferring your ISA to us. We're investigating the issue for you now and will be in touch shortly. Many Thanks, Kerry-Customer Team”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Misleading pricing
6 reports · 5% of complaintssteady“they change the interest rate without informing the customers.”
The company replied on 2025-11-12: “Thank you for sharing your feedback. We completely understand that changes to interest rates can be disappointing, and we want to reassure you that we review our savings rates regularly to stay fair…”
Our classifier read this reply as a deflection.
“I was misled about the rate of interest (including bonus) on my regular savings account.”
The company replied on 2025-10-07: “Hello Heather, I'm so sorry to hear you've had a poor experience. We are investigating and will be in touch shortly. Many Thanks, Kerry - Customer Team”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“after opening an account I got emails stating the account needed to be funded within 14 days.”
The company replied on 2025-09-04: “Thank you for taking the time to leave us a review - we're sorry that the funding process communication was unclear and we'll look at ways we can make this clearer in the future. We are committed to…”
Our classifier read this reply as a template response.
Compare Nottingham Building Society 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 2026-09-24.