Shawbrook: most-reported complaints
Automated analysis of 410 public Trustpilot reviews published 2026-03-26 to 2026-09-23. TrustScore 4.6 from 21,203 total reviews — see the Trustpilot page. Quick answer: is Shawbrook legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 18 complaints (28% of identified issues) showing a rising trend. Other frequent concerns include conflicting information and errors, accounting for 16 reports (25%), which also show a rising trend. Billing errors were cited in 12 instances (18%), while account and app problems were reported in 10 cases (15%), both with flat trends.
How to reach Shawbrook
These are the contact details Shawbrook publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, address Floor 10, 40 Leadenhall Street, London, EC3A 2BJ, GB.
The company claimed its Trustpilot profile on 2016-06-03, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 18 of 50 in Bank. We last checked this profile on 2026-09-23 and found 28 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: SHAWBROOK GROUP PLC (no. 07240248), active, incorporated 2010 (16.3 years); next accounts due 2027-06-30, last accounts filed 2026-05-11. 11 current officers (27 on record historically), 1 resignation in the last 24 months; 13 filings in the last 12 months (155 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: 450 MoneySavingExpert forum discussions mention this company (browse). Roughly 2 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: “Does anybody have this problem with monthly interest payments from Shawbrook?”, “Transfer from Tembo cash isa to Shawbrook fixed isa”, “Nationwide / Shawbrook maturing ISA's outward timescales”.
Elsewhere: 1.9★ on Google (28 reviews) — a 2.7-star gap between its Trustpilot and Google scores.
TrustScore over time
4.6 → 4.6 across 12 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 (99%, 4.1d) · 2026-08-15 (99%, 4.0d) · 2026-08-18 (99%, 4.0d) · 2026-08-21 (99%, 4.0d) · 2026-08-24 (99%, 4.0d) · 2026-08-27 (97%, 4.0d) · 2026-09-01 (98%, 4.4d) · 2026-09-04 (98%, 4.4d) · 2026-09-07 (98%, 4.5d) · 2026-09-17 (97%, 4.5d) · 2026-09-23 (98%, 4.7d).
Severity: 23% of this company’s 65 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 June 2025, 57% of 58 one-to-three-star reviews were 1★; in August 2026, 25% of 16.
Counted from June 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 1.7 days between the experience and publishing their negative review (603 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 1,163 decisions naming this firm, of which 16.9% were upheld in the customer’s favour (169 upheld, 28 partly upheld, 966 not upheld).
Covers decisions dated 2012-05-29 to 2026-08-03, 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: do whatever we can to put it right
“If something has gone wrong we will do whatever we can to put it right.”
complaint process: take all complaints very seriously
“We value your opinion and take all complaints very seriously.”
complaint process: response by 29 January 2026
“If your complaint relates to leasing arrangements you can expect a response by 29 January 2026.”
complaint process: until 31 May 2026
“Under FCA rules, we now have until 31 May 2026 to provide our final response to your motor finance commission complaint.”
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. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-1 lines; added: Money worries Bereavement Complaints Modern Slavery Act Shawbrook Base Rate FSCS Protection Information; removed: Bereavement Money Worries Complaints Modern Slavery Act Shawbrook Base Rate FSCS Protection Information (snapshot)
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 573 negative reviews that received a public reply, the median wait was 3 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 573 company replies to negative reviews analysed, 22% engaged with the specific problem and 70% were generic templates.
3% of its 287 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: support unhelpful makes up 28% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 2,071 of this company’s 21,203 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about Shawbrook?
Support unhelpful
18 reports · 28% of complaintsrising since 2026-08“seem to like locking you out of your account”
The company replied on 2026-04-17: “Hi there, thanks for taking the time to leave a review. We're sorry to hear you're unhappy with your experience. If you'd like to make a complaint, you can do so by visiting:…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“I have no legal documentation I need to pursue a claim on my money.”
The company replied on 2026-04-21: “Good afternoon Mark, Thank you for sharing your experience and for providing the additional information. When an account is opened through Hargreaves Lansdown, they administer the account and hold…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“A series of conflicting emails, + misinformation led to several trips to Berwick”
The company replied on 2026-04-23: “Good morning Tessa, thank you for sharing your experience. We're sorry to hear you feel we fell short on this occasion and want to resolve this with you. Please contact us directly on 0345 2 66 66…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Other
16 reports · 25% of complaintsrising since 2026-08“A series of conflicting emails, + misinformation led to several trips to Berwick”
The company replied on 2026-04-23: “Good morning Tessa, thank you for sharing your experience. We're sorry to hear you feel we fell short on this occasion and want to resolve this with you. Please contact us directly on 0345 2 66 66…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Cash isa funds stuck in a matured cash isa account paying derisory 0.10% interest rate”
The company replied on 2026-04-13: “Hi there, thanks for leaving a review and we're sorry to hear that you're unhappy. If you'd like to discuss this further, and understand more about the ISA transfer process, please call us on 0345…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They delayed an ISA transfer to another provider in my view quite deliberately.”
The company replied on 2026-08-14: “Thanks for taking the time to leave a review, and we're sorry to hear this. We've sent an email via Trustpilot asking for a couple more details to allow us to look into this further and assist you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Billing errors
12 reports · 18% of complaintssteady“transferring out from them is a nightmare. I arranged a transfer to another provider over 3 weeks before the maturity”
The company replied on 2026-04-29: “Hello, we appreciate you taking the time to let us know about your experience. We’ve just sent you an email via Trustpilot asking for some more information. Please can you respond to this request so…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They have ignored my complaint - just pointing to their process”
The company replied on 2026-06-19: “Hello, we appreciate you taking the time to let us know about your experience. We’ve just sent you an email via Trustpilot asking for some more information. Please can you respond to this request so…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“delays transferring ISAs out and meanwhile places customers money in an account that has a poultry 0.1% interest”
1 reader marked this review helpful on Trustpilot.
Account/app problems
10 reports · 15% of complaintssteady“seem to like locking you out of your account”
The company replied on 2026-04-17: “Hi there, thanks for taking the time to leave a review. We're sorry to hear you're unhappy with your experience. If you'd like to make a complaint, you can do so by visiting:…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Husband can no longer use the jointly owned smart phone, nor are land lines acceptable.”
The company replied on 2026-05-29: “Good afternoon, thank you for your feedback and we’re sorry for the frustration caused. We understand how inconvenient this has been. Since August 2025, contact details such as mobile numbers must be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Now it is more difficult for me to check/ log in as Only one account can be used using the email address”
The company replied on 2026-04-29: “Good morning Chris, Thank you for sharing your experience. As an online bank, Shawbrook requires each account holder to have unique contact details, including a separate email address and mobile…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
8 reports · 12% of complaintsfalling“I have no legal documentation I need to pursue a claim on my money.”
The company replied on 2026-04-21: “Good afternoon Mark, Thank you for sharing your experience and for providing the additional information. When an account is opened through Hargreaves Lansdown, they administer the account and hold…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I did attempt to contact savings customer service by telephone and advised queue time of 25 mins on hold”
The company replied on 2026-04-16: “Hello, we appreciate you taking the time to let us know about your experience. We’ve just sent you an email via Trustpilot asking for some more information. Please can you respond to this request so…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Husband can no longer use the jointly owned smart phone, nor are land lines acceptable.”
The company replied on 2026-05-29: “Good afternoon, thank you for your feedback and we’re sorry for the frustration caused. We understand how inconvenient this has been. Since August 2025, contact details such as mobile numbers must be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
5 reports · 8% of complaintsrising since 2026-08“They now only offer better rates to new customers and leave loyal customers with a derogatory return”
The company replied on 2026-08-10: “Hi John, thanks for getting in touch, and we’re sorry to hear you’re unhappy. We do appreciate your feedback and understand your frustration. We’ve passed your comments on to the team, as we’re…”
Our classifier read this reply as a template response.
“you reserve your best rates for new customers only, talk about rewarding loyalty, you actively discriminate against existing clients.”
The company replied on 2026-08-03: “Hi Mr Findley, thanks for getting in touch, and we’re sorry to hear you’re unhappy. We do appreciate your feedback and understand your frustration. We’ve passed your comments on to the team, as we’re…”
Our classifier read this reply as a template response.
“you offer new customers better rates on savings than existing customers”
The company replied on 2026-06-25: “Hi Jules, thanks for getting in touch, and we’re sorry to hear you’re unhappy. We do appreciate your feedback and understand your frustration. We’ve passed your comments on to the team, as we’re…”
Our classifier read this reply as a template response.
Compare Shawbrook 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.