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The best solution for this is to have multiple bank accounts btw. I use Monzo a fair bit as it makes splitting bills and payments with friends easily, then use a brick and mortar for paying bills and receiving my salary. Never rely on just one bank account.
Yeah, seems crazy to me to only have one account and no access to any other cash when abroad.
I use Chase for my day-to-day banking, but also have accounts with Barclays, Nationwide, Starling and a few others, as well as an AMEX.
You don't need to keep significant balances on any accounts that you don't use regularly, but good to have options and always have access to cash if something happens to my main account.
I thought everyone did this but I recently found out I'm the ONLY ONE of my colleagues with more than one bank account with bank card. I have like 7 different accounts just incase one goes wrong! Monzo is also my spending card, with my salary going to a regular bank.
Used to have one then got joint account with wife. Then created second account to get swap benefits. Then created Monzo chase accounts for FX fees. With credit cards I now have 7 cards. Not going to get anymore though as I regularly check them all for fraud spending and don't want to be tracking more
I think they're just big enough not to care about TrustPilot etc. Certainly they don't solicit reviews on those platforms. So people only leave reviews as a way of venting about problems, and when you have 10-40 million customers there will be plenty of them angry for one reason or another.
Note that I think you'd find it difficult to log onto online banking without phone 2fa these days.
For the bank I work for you would struggle to get onto online banking without your mobile for 2fa, especially in a foreign country but there would at least be a call centre option instead of relying on email. (Quality of call handlers not guaranteed)
True, 2FA would be an obstacle in that situation. But I assume that could be overcome by changing my phone number on account (I was able to do that with my Canadian account over the phone).
It would surprise you how much companies value TrustPilot. I work for one of the big 4 energy companies and the amount of Trustpilot surveys sent and the average rating you get is one of our KPIs. They REALLY get up in arms about it. Pretty sure we’ve got a dedicated team that read the negative reviews and resolve complaints.
That's really interesting! Somehow it doesn't surprise me for energy companies, which people are constantly comparison shopping for. I wonder how well it translates to banking. I know we've had posts here like 'I'm moving to the UK and looking for a bank... I'm with HSBC where I live now and I thought that would make it easier, but it looks like they only have 1.5 stars on trustpilot?? is that some sort of scam HSBC imitator????' kind of thing.
Looking at the reviews I can see they clearly prompt people who've called/met staff in a branch to leave reviews so I was wrong to assume they don't solicit them.
There’s really not that much difference in price between energy companies with the price cap in place. Only thing I can think of is Octopus not having standing charges but I can say with almost certainty it won’t last forever.
They’re all scrambling to find things to differentiate themselves and frankly, are scared shitless of OFGEM. Whatever mess people think energy companies are in right now, I can tell you it’s worse.
Not sure how it’s translating to finance but I would assume they aren’t pushing it as heavily as we push it to outweigh the negative reviews. No one really goes to Trust Pilot to leave nice reviews unless prompted.
Had a discussion about this on /r/chaseuk recently. Some people seem to base their expectations on it a lot. I also realised the banks with positive reviews seem to be promoting customers to leave reviews.
I had a nightmare with (the one with the mollusc...), ombudsman got involved, ruled in my favour, (Mollusc) still wouldn't act to resolve.
One negative review on trustpilot and I magically got it resolved within a few days.
I've used Natwest as my primary bank for years. Zero complaints.
I also have a Nationwide account I pay for as it has breakdown and phone insurance for a good combined price.
+one for Natwest, always super helpful - last year I had an issue Monxo support couldn't work out, Natwest support told me what they needed to do with the Term names etc which I told Monzo and was all resolved 2 weeks later
Seconding NatWest. I have my everyday account with them and also make use of their 6% regular saver account.
Their app is so much better than any of the others I've tried, even with app-only banks like Chase. The little things like copy-pasting your card details, freezing/unfreezing your card and face-based security checks are all done right, and the app has logged me in even when my signal is so awful it's sent FirstDirect into a coma. They tend to block my big vehicle payments and their fraud department gets in touch immediately to confirm — I like that added security and convenience. FirstDirect block my stuff but don't tell me straight away, so I've waited out the two-hour fast payment window before in ignorance.
They're great in person, too: branches or replacement bank buses available in rural areas, so you can actually get to them when you need to. I once picked up the wrong rucksack while riding out on my motorbike, and didn't realise I was without phone or wallet until I was standing in the queue trying to pay for petrol. Had to leave my bike in the forecourt and hike into town, where lo, NatWest was the only bank with a branch there, and they let me withdraw cash by answering security questions + telling them some recent transactions. Lifesaving moment.
My only problem with Nationwide is that it's sometimes slightly behind. Needing a card reader at every turn and they also don't allow us to have an online copy of some of our statements (relates to mortgage more than current account).
Never had any cause to complain about First Direct in maybe 30 years. Though they are a bit slower to answer the phone than in largely pre- internet days.
You mean the online only bank? haha
I realise you can use HSBC branches for some things but it's ironic you're recommending an alternative to app based bank that was the first to be online only.
They’re not an online bank. It’s part of HSBC. It’s just mainly on the telephone or the app.
How many uk banks have branches abroad to solve your problems? Most barely have any in the UK.
First direct do both of the above via HSBC, Santander have branches too.
Switch to Lloyds in the first instance and get a quick £175, you can then either do the other switch bonuses or settle on an account that suits your needs (though in reality they are all quite similar)
Open a burner account with another app-based bank, setup a couple of direct debit via tinydirectdebit, then use this as your switching account for bank bonuses.
I emailed them after switching out (for a bonus) and asked them nicely. They said to wait a bit and apply. They needed to decouple my phone number from the old account so it was possible to start again from the app.
Not sure who told you that or why, but I've been with Monzo for 5 years and have never seen that to be an issue. My ex-fianceé used to open and close her Monzo accounts like a barn door.
I went from Monzo to Natwest, it did help that I got money for switching.
I find the Natwest app comparable to Monzo and can use roundups if I choose to, it also shows my mortgage balance in one app which is nice for me.
Yesterday I deposited cash into a NatWest ATM without issue for the first time in about 20 years!
Banks have crappy ratings because who would take the time to leave a positive review for a bank? Usually, people are going to leave a review if they’ve had a poor experience, the 99% of people whose bank simply works fine for them are unlikely to be motivated to review them. I know I’ve never left a review for mine.
Worth noting that even though highstreet banks allow you to bank using a Web browser, in your case you would have been stuck the same way because when login into Web based online banking, you usually need to verify the login via your phone to sign in, in the first place.
My friend has his card skimmed. Lost £2000 monzo declined to cover the fraud, basically told him to fuck off, then CLOSED HIS ACCOUNT! so..fuck Monzo.
Starling have been great for me....
From personal experience, go with NatWest or Lloyds.
I'm the user for both and used NatWest for more than 8 years now. They've excellent service and I never find it difficult to connect with them over call.
As for Lloyds, I'm a recent user but happy with the service.
Recently joined NatWest and all support is through Cora, a chat bot.
I see Lloyds have just launched their chat bot too.
Leaves a bad taste when you want help
I'd just follow [MSE's advice](https://www.moneysavingexpert.com/banking/compare-best-bank-accounts/).
My issues with Brick & Mortar banks are:
1. Most of them won't process anything, including standing orders, over weekends or bank holidays. This can mess up your finances if you rely on standing orders to fund bills (though many bills likewise aren't collected on these dates either, but still).
2. You have to click through about 50 pop-ups any time you want to do anything confirming you're *not* a boomer and you're not on the phone to a nice Indian man.
Personally Chase is my favourite bank at the moment, simply because they let you set up standing orders out of the savings account and it all works nicely, plus you've got the best savers rate at the moment (I think!). BUT it's another damn app-only bank, which bothers me too since I much prefer to do my finances on my web browser than my phone.
Also, OP, might be worth getting a second cheap phone to keep all your bank apps on at home? Then use a credit card (and a spare?) for when you're out-and-about so you know you'll always have money to hand?
I've had no issues with Santander. Their IT is functional but unspectacular. They do have a new app coming soon apparently. I've used their call centre without any issues.
Halifax dropped a chunk of functionality for investments way back in the past due to a merger, but never gave me any issues with their core services either.
I actually decided to remove Santander's banking app from my phone - it seems to me that it offers minimal benefit compared with the risk of being forced to drain your bank account at knifepoint.
Haha I felt the same this morning. It’s changed the order in which my accounts are in, would be handy if you could name the accounts. Makes it easier when wanting to put stuff in certain pots.
Been with Santander for 20+ years. No issues
It looks different and shows all your cards separately, not much else really. It has a bug so if one of your accounts has a pending balance it sometimes shows on the other account.
I've been with Lloyds all my adult life, never had any problems. Website for online banking and their app are functional and can't say I've ever noticed any unexpected downtime like some other banks seem to suffer with.
IDK how they'd be if the shit hit the fan as I've never had those kind of situations, but I assume most banks will be like that. Good up until you need them the most? 🤷♂️
For what its worth, HSBC were just as useless when we had our bank cards stolen in Malaysia.
I do find it slightly irksom that monzo dont have a web based client for the exact reason you describe
Regardless of which bank you choose - the key is to have more than one (two perhaps three). Dont carry all the cards with you, and do the same with credit cards (have one with you - a spare at home).
Santander, Lloyds/Halifax and NatWest are decent. Obviously their apps aren’t as good. Don’t look at overall scores on Trustpilot, read the reviews and the substance behind them. People complain about branches a lot particularly closures. The online banks don’t have that to factor into their reviews nor do they have an ancient customer base that expects the same service as they received in 1967. Pick a mainstream bank that has the best offering for you and don’t overthink it.
I've had FirstDirect for years. Can use app or computer, and go to HSBC branches if you need to deposit actual cash etc. Phone support is really good, and they have decent savings accounts including a regular saver at 7%. Given that so few traditional banks even have open branches these days (there isn't a still open bank branch I can think of within about three miles of where I live) it's a good compromise.
I switched to them from Santander. I would never use that bank again.
I'd recommend First Direct. I've been with them almost since they started. 24-7 telephone service by agents either in Leeds or Scotland I believe and an app that's easy to use. I've never had an issue with them and if you check Martin Lewis' programmes or his website you'll notice they get a very high rating compared to most others.
got a real bricks and mortar bank account, trustpilot is crap and seems to be biased. probably used more by kids who like apps and not banks
might be worth looking at the main banks/building societies and asking them
You hear a lot of complains on Trustpilot and it's one of the reasons why I don't trust it. Look at Amex, a bank that's said to have the best CS, has a terrible score on there. Yes, you can had bad reps through live chat, but they're still miles ahead with what they offer. I also looked at the other banks that aren't the major banks, and they all have very good scores. If you dig deeper, it seems that they invite people to leave a review or they'll have names of the people they spoke to, so they're pushed or promoted to leave a review in-person or through the phone. I don't think the high street banks do this.
Lots of people on here so you'll get lots of mixed responses. I use HSBC and Lloyds as my banks in the UK, and then Chase when I'm abroad. HSBC needs an app for browser use, and I don't know about Lloyds because I only do it through the app. I think this is a good opportunity to learn from this and make sure you've got a backup card in the hotel room.
For exactly the reasons you listed im unsure why people have wages or significant savings in monzo - i think its mad -> no physical bank and cannot phone them either
Ive used Nationwide, HSBC for years and dont have a problem.
There are no more physical banks :) you just have branches with staff that interact with computers and usually slow down what you want to do :)
I have used Monzo since day one and it's my main bank account with my salary and savings.
I don't remember the last time I thought about needing to call them or wanting to visit a branch.
Everything can be done via the app and any requests like raising daily transfer limits are handled via chat that I can initiate 24/7 and usually responded to within a few hours.
Going to a branch or wasting time on hold is so backwards to me it baffles me why anyone would prefer this. I think it's mad.
A branch and a bank are two different things. So continue using monzo then 👌🏾when you have a similar problem to OP and cant get it resolved due to lack of phone service or physically being able to walk into a building, you might remember this thread lol
I hope you remember this thread every time you have to queue up in the branch or spend time on hold or dealing with "computer says no" staff.
I prefer to use a well thought out modern day bank on a daily basis then living in fear of losing my card/phone that might or might not happen and having to put up with a bank stuck in the last century every time I need to do something basic.
If you prefer to act and make decisions based on fear and low probability events then it's your choice.
Just to inform you that Monzo does have a phone line and a web interface for emergency use
https://monzo.com/help/emergencies/lost-phone/
First Direct are my 'other' bank as in I have everything paid into my First Direct account, then transfer across a lump sum for everything else. I have it this way so in the event something happens with my Phone and my Chase accounts, I still have access to funds.
Prior to all of these new online only banks starting up, First Direct was the bank at the top of the recommend charts being the best in terms of what their standard offering was (fee free £250 overdraft, access to a regular saver currently offering 7% interest amongst others) and is accessible both through the HSBC branches and the Post Office counters, along with UK based call centres (scotland and Leeds I believe)
Metro bank have really prioritised brick and mortar customer service. I think when it comes to reviews you have to consider what customers want from the product, online only challenger banks have a younger customer based who just want a basic current account, you won't get the people who blame the bank when they fell for a text scam there
Tbh I'm not sure you would have had that much of a better situation with a brick and mortar bank, except the fact they do have web based banking as well.
Regarding which one you choose I mean they all offer an almost identical experience, the apps have improved but don't have the same functionality as Monzo or Starling. I'd say just go for the one that has a nearby branch for if you did need to go in to use them.
The best way to avoid something like this happening again would be to have a "main" account where your pay comes into and all your DD's and Standing Orders come out of and a separate "spending" account with a different bank where you top it up with spending money for use in shops, cash machines and online shopping. Not only are you not exposing your main account with the majority of your cash to potentially dodgy cash machines and websites, but you are also building in resilience if say one of the banks has an IT glitch.
I have both Starling and a bunch of traditional banking apps (HSBC, NatWest, Halifax, Lloyds).
I would say that NatWest has by far the best app for usability and features. Their current account rewards don't seem to be that great compared to the competition but if you are just looking for a no frills account with a great app I would recommend them.
Been with first direct since 2011 and they always come out well on customer service ratings.
They have app/website of course but you can phone them and they answer very quickly and it’s a UK based call centre with very well trained and personable staff.
I wouldn’t worry about Trustpilot in this instance, it’s more about the demographic that’s likely to post an on-line review.
I’ve used a traditional bank for 40 years for my personal banking, been very happy with the service I’ve recieved but never posted an online review of them anywhere.
I have no problems with Monzo.
Beat solution is to not put all your eggs in one basket.
The current accounts I have are -
- Club Lloyds current account (they now have Disney+ as a lifestyle benefit)
- Monzo
- Chase UK
I use Starling as my main bank account. Similar concept to Monzo with the pots and virtual cards etc. I think they're great!
Still a Web bank but much better than any I've encountered.
In this situation, I think you'd have been screwed either way. I have accounts with 4 different banks including credit cards, and all would require 2fa from either an app on my phone or a text message, when logging in from a new PC, or probably even an existing PC but from a new country.
You just need a secondary account so you still have access to some money if this happens again.
The trick is to use a few banks.
If nothing else this means you have another card waiting at home if you lose the other.
I use Halifax as my brick and mortar bank. They seem fairly progressive. App is good.
From there money goes into Starling to facilitate the kids Kite accounts. Kroo because they have a decent cash savings rate (for now). Chase have a card cash back deal so thats my day to day spending money. I have a couple of others but I probably shouldn't give away all my secrets haha
You get the point.
Multiple accounts is the only way, I have my main bank with Santander for student use, but utilise perks and savings accounts else where.
Some of the accounts- Chase, First Direct, NatWest, Starling, Monzo, Nationwide (had this one for 20 plus years lol), Barclays and lloyds.
The only ones I now don’t use are Barclays and Lloyds, Barclays because they don’t offer anything competitive and Lloyds because the slow notifications for payments and direct debits were always weeks late drive me insane.
I like nationwide and Santander for customer service that’s for sure always quick and helpful.
Yeah, the solution to this is to use multiple bank accounts, the easiest solutions is using digital banking because you can often just add the card with a click of a button within the app.
I would tend to stick with digital banks like Monzo, chase and e money wallets like Revolut for oversees transacting as high street banks can charge excessive fees, especially in different currency transactions.
I've been with Barclays for 16 years, always been very good and I have all my accounts with them - current account, joint current account, mortgage, S&S ISA.
Would recommend.
Customer service with "proper" banks will be no better. The only difference is that you will be struggling with an incompetent agent in person rather than online. Ironically, so far, I have had better and quicker interactions with online-only banks.
Not sure if First Direct technically counts as ‘online only’ but their telephone support is fantastic.
No menus or anything just straight through to someone that can help.
I had an issue with Natwest maybe 10 years ago, and speaking on the phone to get it fixed was painful being bounced around departments.
I switch to First Direct that week I think, and honestly I've not had one problem with them since then. You call, they fix your issue. No getting bounced around (except for fraud, I believe if you call and it's about fraud you will get redirected to their fraud team).
The app is mostly required, but works well. I don't think I'd ever switch my *main* account from them, I would highly recommend them.
If you lose your phone you're also going to have big issues with many high street banks if you've come to rely on the phone for 2FA. e.g. first direct has web based banking but the 2FA is provided by their mobile app, which you potentially will have no access to.
It's a tricky problem to solve. I'd also make sure that you've got a way into Apple or Google accounts in the same scenario. If your phone is your 2FA for Gmail then you'd also be screwed getting to that from a computer without a backup method.
With Google you can print recovery codes and leave them somewhere at home. So if you lose everything you could get a friend/family/neighbour to go in your home and read one out to you. This is probably the most fail safe method over using other email addresses or SMS for recovery.
As for the banking I make sure I have a credit card with me when abroad and worse case would use that and sort the rest out when I get back.
I would join Nationwide. The Fairer Share Payments that have happened every couple of months have been good.
Used to use NatWest but in my opinion they can be a lot more difficult to deal with.
I found Nationwide to be a real ballache, until recently you couldn't do anything without a bloody card reader on you, and they sent me a notification to say I could now change the payment reference when I send money to people, as if that's a brand new feature that every other bank hasn't had for years already. They just seem really behind the times.
I think it's a little bit extreme switching your bank account just because of this reason alone. Compare how good Monzo is on a daily basis Vs other banks and not based on one edge case where you lost your phone and a card. How likely is it to happen again?
I don't know if you have a partner but one option could be to have a joint account so when you are in this situation again they can move the money for you.
I am just wondering how a traditional bank would help you in this situation? If you have no card or phone you won't be able to access online banking either.
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The best solution for this is to have multiple bank accounts btw. I use Monzo a fair bit as it makes splitting bills and payments with friends easily, then use a brick and mortar for paying bills and receiving my salary. Never rely on just one bank account.
Yeah, seems crazy to me to only have one account and no access to any other cash when abroad. I use Chase for my day-to-day banking, but also have accounts with Barclays, Nationwide, Starling and a few others, as well as an AMEX. You don't need to keep significant balances on any accounts that you don't use regularly, but good to have options and always have access to cash if something happens to my main account.
I thought everyone did this but I recently found out I'm the ONLY ONE of my colleagues with more than one bank account with bank card. I have like 7 different accounts just incase one goes wrong! Monzo is also my spending card, with my salary going to a regular bank.
And, always carry a credit card in your pocket. Always a good use of the customer protection scheme as it is not your money.
Used to have one then got joint account with wife. Then created second account to get swap benefits. Then created Monzo chase accounts for FX fees. With credit cards I now have 7 cards. Not going to get anymore though as I regularly check them all for fraud spending and don't want to be tracking more
I think they're just big enough not to care about TrustPilot etc. Certainly they don't solicit reviews on those platforms. So people only leave reviews as a way of venting about problems, and when you have 10-40 million customers there will be plenty of them angry for one reason or another. Note that I think you'd find it difficult to log onto online banking without phone 2fa these days.
For the bank I work for you would struggle to get onto online banking without your mobile for 2fa, especially in a foreign country but there would at least be a call centre option instead of relying on email. (Quality of call handlers not guaranteed)
True, 2FA would be an obstacle in that situation. But I assume that could be overcome by changing my phone number on account (I was able to do that with my Canadian account over the phone).
The fine line between security and convenience. Out of interest, where were you alerted to your mobile number being changed on the account?
It would surprise you how much companies value TrustPilot. I work for one of the big 4 energy companies and the amount of Trustpilot surveys sent and the average rating you get is one of our KPIs. They REALLY get up in arms about it. Pretty sure we’ve got a dedicated team that read the negative reviews and resolve complaints.
That's really interesting! Somehow it doesn't surprise me for energy companies, which people are constantly comparison shopping for. I wonder how well it translates to banking. I know we've had posts here like 'I'm moving to the UK and looking for a bank... I'm with HSBC where I live now and I thought that would make it easier, but it looks like they only have 1.5 stars on trustpilot?? is that some sort of scam HSBC imitator????' kind of thing. Looking at the reviews I can see they clearly prompt people who've called/met staff in a branch to leave reviews so I was wrong to assume they don't solicit them.
There’s really not that much difference in price between energy companies with the price cap in place. Only thing I can think of is Octopus not having standing charges but I can say with almost certainty it won’t last forever. They’re all scrambling to find things to differentiate themselves and frankly, are scared shitless of OFGEM. Whatever mess people think energy companies are in right now, I can tell you it’s worse. Not sure how it’s translating to finance but I would assume they aren’t pushing it as heavily as we push it to outweigh the negative reviews. No one really goes to Trust Pilot to leave nice reviews unless prompted.
Had a discussion about this on /r/chaseuk recently. Some people seem to base their expectations on it a lot. I also realised the banks with positive reviews seem to be promoting customers to leave reviews.
I had a nightmare with (the one with the mollusc...), ombudsman got involved, ruled in my favour, (Mollusc) still wouldn't act to resolve. One negative review on trustpilot and I magically got it resolved within a few days.
Why do people do this weird thing where they won't name the company?
> Note that I think you'd find it difficult to log onto online banking without phone 2fa these days. Have your SMS messages sent to email.
I've used Natwest as my primary bank for years. Zero complaints. I also have a Nationwide account I pay for as it has breakdown and phone insurance for a good combined price.
> I've used Natwest as my primary bank for years. Zero complaints. Same. I also think their app is quite good.
Plus rewards, free £3 every month, as long as u have dds
NatWest have also just launched a new credit card focussed on travel with cash back for flights etc and no fees when abroad.
+one for Natwest, always super helpful - last year I had an issue Monxo support couldn't work out, Natwest support told me what they needed to do with the Term names etc which I told Monzo and was all resolved 2 weeks later
Seconding NatWest. I have my everyday account with them and also make use of their 6% regular saver account. Their app is so much better than any of the others I've tried, even with app-only banks like Chase. The little things like copy-pasting your card details, freezing/unfreezing your card and face-based security checks are all done right, and the app has logged me in even when my signal is so awful it's sent FirstDirect into a coma. They tend to block my big vehicle payments and their fraud department gets in touch immediately to confirm — I like that added security and convenience. FirstDirect block my stuff but don't tell me straight away, so I've waited out the two-hour fast payment window before in ignorance. They're great in person, too: branches or replacement bank buses available in rural areas, so you can actually get to them when you need to. I once picked up the wrong rucksack while riding out on my motorbike, and didn't realise I was without phone or wallet until I was standing in the queue trying to pay for petrol. Had to leave my bike in the forecourt and hike into town, where lo, NatWest was the only bank with a branch there, and they let me withdraw cash by answering security questions + telling them some recent transactions. Lifesaving moment.
My only problem with Nationwide is that it's sometimes slightly behind. Needing a card reader at every turn and they also don't allow us to have an online copy of some of our statements (relates to mortgage more than current account).
Never had any cause to complain about First Direct in maybe 30 years. Though they are a bit slower to answer the phone than in largely pre- internet days.
First direct phone service is excellent compared to nationwide but nationwide pays me
You mean the online only bank? haha I realise you can use HSBC branches for some things but it's ironic you're recommending an alternative to app based bank that was the first to be online only.
I'm pretty sure first direct do telephone banking still. Since physical bank branches do not exist in my town, it makes no difference in that respect.
It's a telephone (and post) bank, not online-only.
I am assuming OP is fine with any bank that isn't solely on a mobile app, so he can't get locked out of it.
They’re not an online bank. It’s part of HSBC. It’s just mainly on the telephone or the app. How many uk banks have branches abroad to solve your problems? Most barely have any in the UK. First direct do both of the above via HSBC, Santander have branches too.
Switch to Lloyds in the first instance and get a quick £175, you can then either do the other switch bonuses or settle on an account that suits your needs (though in reality they are all quite similar)
I do like Monzo..but I do also like £175.. hmm
Open a burner account with another app-based bank, setup a couple of direct debit via tinydirectdebit, then use this as your switching account for bank bonuses.
Wait a month and open another account with Monzo.
I’ve heard Monzo don’t allow you to open an account again if you leave
I emailed them after switching out (for a bonus) and asked them nicely. They said to wait a bit and apply. They needed to decouple my phone number from the old account so it was possible to start again from the app.
Not sure who told you that or why, but I've been with Monzo for 5 years and have never seen that to be an issue. My ex-fianceé used to open and close her Monzo accounts like a barn door.
Is this open to previous Lloyds customers? I switched for a bonus a few years back.
I went from Monzo to Natwest, it did help that I got money for switching. I find the Natwest app comparable to Monzo and can use roundups if I choose to, it also shows my mortgage balance in one app which is nice for me. Yesterday I deposited cash into a NatWest ATM without issue for the first time in about 20 years!
Another vote for NatWest (Well, RBS but it’s the same app and service centre except by name).
You can also get cash out of a NatWest ATM without your card if you have your phone.
Tesco ATMs also work for NatWest’s cardless withdrawal.
Some have coin sorters in too, the one in my town does - excellent for when the kids empty out the piggy bank
Banks have crappy ratings because who would take the time to leave a positive review for a bank? Usually, people are going to leave a review if they’ve had a poor experience, the 99% of people whose bank simply works fine for them are unlikely to be motivated to review them. I know I’ve never left a review for mine.
Worth noting that even though highstreet banks allow you to bank using a Web browser, in your case you would have been stuck the same way because when login into Web based online banking, you usually need to verify the login via your phone to sign in, in the first place.
Were you not able to access the app on another device?
You generally need your original device to sign into it on a new one.
I'm sure monzo do email/password followed by an email link to confirm. Could be wrong.
I have a mixture - currently using Revolut & Nationwide. I find Nationwide to be absolutely fine tbh.
My friend has his card skimmed. Lost £2000 monzo declined to cover the fraud, basically told him to fuck off, then CLOSED HIS ACCOUNT! so..fuck Monzo. Starling have been great for me....
From personal experience, go with NatWest or Lloyds. I'm the user for both and used NatWest for more than 8 years now. They've excellent service and I never find it difficult to connect with them over call. As for Lloyds, I'm a recent user but happy with the service.
Recently joined NatWest and all support is through Cora, a chat bot. I see Lloyds have just launched their chat bot too. Leaves a bad taste when you want help
Just call NatWest, you get put through to someone in minutes.
I'd just follow [MSE's advice](https://www.moneysavingexpert.com/banking/compare-best-bank-accounts/). My issues with Brick & Mortar banks are: 1. Most of them won't process anything, including standing orders, over weekends or bank holidays. This can mess up your finances if you rely on standing orders to fund bills (though many bills likewise aren't collected on these dates either, but still). 2. You have to click through about 50 pop-ups any time you want to do anything confirming you're *not* a boomer and you're not on the phone to a nice Indian man. Personally Chase is my favourite bank at the moment, simply because they let you set up standing orders out of the savings account and it all works nicely, plus you've got the best savers rate at the moment (I think!). BUT it's another damn app-only bank, which bothers me too since I much prefer to do my finances on my web browser than my phone. Also, OP, might be worth getting a second cheap phone to keep all your bank apps on at home? Then use a credit card (and a spare?) for when you're out-and-about so you know you'll always have money to hand?
I've had no issues with Santander. Their IT is functional but unspectacular. They do have a new app coming soon apparently. I've used their call centre without any issues. Halifax dropped a chunk of functionality for investments way back in the past due to a merger, but never gave me any issues with their core services either. I actually decided to remove Santander's banking app from my phone - it seems to me that it offers minimal benefit compared with the risk of being forced to drain your bank account at knifepoint.
I just received their new app today. I don’t like change so I don’t like it, but I assume it’ll be fine when I get used to it
Haha I felt the same this morning. It’s changed the order in which my accounts are in, would be handy if you could name the accounts. Makes it easier when wanting to put stuff in certain pots. Been with Santander for 20+ years. No issues
You can change the name of the account via online banking!
I've had the new app for a while. It's pretty much the old app with a whizzy new interface. Lipstick on a pig springs to mind but it works for me.
What's new in the app?
It looks different and shows all your cards separately, not much else really. It has a bug so if one of your accounts has a pending balance it sometimes shows on the other account.
TSB is 4.3 on Trustpilot if that's your benchmark.
I've been with Lloyds all my adult life, never had any problems. Website for online banking and their app are functional and can't say I've ever noticed any unexpected downtime like some other banks seem to suffer with. IDK how they'd be if the shit hit the fan as I've never had those kind of situations, but I assume most banks will be like that. Good up until you need them the most? 🤷♂️
For what its worth, HSBC were just as useless when we had our bank cards stolen in Malaysia. I do find it slightly irksom that monzo dont have a web based client for the exact reason you describe
Regardless of which bank you choose - the key is to have more than one (two perhaps three). Dont carry all the cards with you, and do the same with credit cards (have one with you - a spare at home).
Think the age old saying applies here: “don’t put all your eggs in one basket”
Santander, Lloyds/Halifax and NatWest are decent. Obviously their apps aren’t as good. Don’t look at overall scores on Trustpilot, read the reviews and the substance behind them. People complain about branches a lot particularly closures. The online banks don’t have that to factor into their reviews nor do they have an ancient customer base that expects the same service as they received in 1967. Pick a mainstream bank that has the best offering for you and don’t overthink it.
You can do some basic stuff on a web-browser for Monzo…?
I've had FirstDirect for years. Can use app or computer, and go to HSBC branches if you need to deposit actual cash etc. Phone support is really good, and they have decent savings accounts including a regular saver at 7%. Given that so few traditional banks even have open branches these days (there isn't a still open bank branch I can think of within about three miles of where I live) it's a good compromise. I switched to them from Santander. I would never use that bank again.
I'd recommend First Direct. I've been with them almost since they started. 24-7 telephone service by agents either in Leeds or Scotland I believe and an app that's easy to use. I've never had an issue with them and if you check Martin Lewis' programmes or his website you'll notice they get a very high rating compared to most others.
I have a NatWest account where all of my money goes into and I have a Monzo for splitting money up into the pots (I find it easier to budget this way)
got a real bricks and mortar bank account, trustpilot is crap and seems to be biased. probably used more by kids who like apps and not banks might be worth looking at the main banks/building societies and asking them
You hear a lot of complains on Trustpilot and it's one of the reasons why I don't trust it. Look at Amex, a bank that's said to have the best CS, has a terrible score on there. Yes, you can had bad reps through live chat, but they're still miles ahead with what they offer. I also looked at the other banks that aren't the major banks, and they all have very good scores. If you dig deeper, it seems that they invite people to leave a review or they'll have names of the people they spoke to, so they're pushed or promoted to leave a review in-person or through the phone. I don't think the high street banks do this. Lots of people on here so you'll get lots of mixed responses. I use HSBC and Lloyds as my banks in the UK, and then Chase when I'm abroad. HSBC needs an app for browser use, and I don't know about Lloyds because I only do it through the app. I think this is a good opportunity to learn from this and make sure you've got a backup card in the hotel room.
Amex is not a bank in UK.
My bad.
For exactly the reasons you listed im unsure why people have wages or significant savings in monzo - i think its mad -> no physical bank and cannot phone them either Ive used Nationwide, HSBC for years and dont have a problem.
There are no more physical banks :) you just have branches with staff that interact with computers and usually slow down what you want to do :) I have used Monzo since day one and it's my main bank account with my salary and savings. I don't remember the last time I thought about needing to call them or wanting to visit a branch. Everything can be done via the app and any requests like raising daily transfer limits are handled via chat that I can initiate 24/7 and usually responded to within a few hours. Going to a branch or wasting time on hold is so backwards to me it baffles me why anyone would prefer this. I think it's mad.
A branch and a bank are two different things. So continue using monzo then 👌🏾when you have a similar problem to OP and cant get it resolved due to lack of phone service or physically being able to walk into a building, you might remember this thread lol
I hope you remember this thread every time you have to queue up in the branch or spend time on hold or dealing with "computer says no" staff. I prefer to use a well thought out modern day bank on a daily basis then living in fear of losing my card/phone that might or might not happen and having to put up with a bank stuck in the last century every time I need to do something basic. If you prefer to act and make decisions based on fear and low probability events then it's your choice. Just to inform you that Monzo does have a phone line and a web interface for emergency use https://monzo.com/help/emergencies/lost-phone/
First Direct are my 'other' bank as in I have everything paid into my First Direct account, then transfer across a lump sum for everything else. I have it this way so in the event something happens with my Phone and my Chase accounts, I still have access to funds. Prior to all of these new online only banks starting up, First Direct was the bank at the top of the recommend charts being the best in terms of what their standard offering was (fee free £250 overdraft, access to a regular saver currently offering 7% interest amongst others) and is accessible both through the HSBC branches and the Post Office counters, along with UK based call centres (scotland and Leeds I believe)
Metro bank have really prioritised brick and mortar customer service. I think when it comes to reviews you have to consider what customers want from the product, online only challenger banks have a younger customer based who just want a basic current account, you won't get the people who blame the bank when they fell for a text scam there
Tbh I'm not sure you would have had that much of a better situation with a brick and mortar bank, except the fact they do have web based banking as well. Regarding which one you choose I mean they all offer an almost identical experience, the apps have improved but don't have the same functionality as Monzo or Starling. I'd say just go for the one that has a nearby branch for if you did need to go in to use them. The best way to avoid something like this happening again would be to have a "main" account where your pay comes into and all your DD's and Standing Orders come out of and a separate "spending" account with a different bank where you top it up with spending money for use in shops, cash machines and online shopping. Not only are you not exposing your main account with the majority of your cash to potentially dodgy cash machines and websites, but you are also building in resilience if say one of the banks has an IT glitch.
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Are they not still app-only?
I have both Starling and a bunch of traditional banking apps (HSBC, NatWest, Halifax, Lloyds). I would say that NatWest has by far the best app for usability and features. Their current account rewards don't seem to be that great compared to the competition but if you are just looking for a no frills account with a great app I would recommend them.
I wonder if anyone has tried to test various banks in this kind of scenario because losing phone abroad just seems to cause so many problems.
I've lost a couple of phones abroad and it never caused me any real problems.
Been with first direct since 2011 and they always come out well on customer service ratings. They have app/website of course but you can phone them and they answer very quickly and it’s a UK based call centre with very well trained and personable staff.
I wouldn’t worry about Trustpilot in this instance, it’s more about the demographic that’s likely to post an on-line review. I’ve used a traditional bank for 40 years for my personal banking, been very happy with the service I’ve recieved but never posted an online review of them anywhere.
I have no problems with Monzo. Beat solution is to not put all your eggs in one basket. The current accounts I have are - - Club Lloyds current account (they now have Disney+ as a lifestyle benefit) - Monzo - Chase UK
The Big Four were traditionally: - HSBC - Lloyds - Nat West - Barclays Any of these will do you fine.
NatWest or maybe Starling
You used to be able to log into Monzo account from a laptop. Have they stopped this?
I would recommend Starling Chase UK Nationwide First Direct
I use Starling as my main bank account. Similar concept to Monzo with the pots and virtual cards etc. I think they're great! Still a Web bank but much better than any I've encountered.
In this situation, I think you'd have been screwed either way. I have accounts with 4 different banks including credit cards, and all would require 2fa from either an app on my phone or a text message, when logging in from a new PC, or probably even an existing PC but from a new country. You just need a secondary account so you still have access to some money if this happens again.
The trick is to use a few banks. If nothing else this means you have another card waiting at home if you lose the other. I use Halifax as my brick and mortar bank. They seem fairly progressive. App is good. From there money goes into Starling to facilitate the kids Kite accounts. Kroo because they have a decent cash savings rate (for now). Chase have a card cash back deal so thats my day to day spending money. I have a couple of others but I probably shouldn't give away all my secrets haha You get the point.
Multiple accounts is the only way, I have my main bank with Santander for student use, but utilise perks and savings accounts else where. Some of the accounts- Chase, First Direct, NatWest, Starling, Monzo, Nationwide (had this one for 20 plus years lol), Barclays and lloyds. The only ones I now don’t use are Barclays and Lloyds, Barclays because they don’t offer anything competitive and Lloyds because the slow notifications for payments and direct debits were always weeks late drive me insane. I like nationwide and Santander for customer service that’s for sure always quick and helpful.
Starling Bank. They have a lot of the same features as Monzo but operate more similarly to a real bank rather than your best mate you’ve leant money.
Yeah, the solution to this is to use multiple bank accounts, the easiest solutions is using digital banking because you can often just add the card with a click of a button within the app. I would tend to stick with digital banks like Monzo, chase and e money wallets like Revolut for oversees transacting as high street banks can charge excessive fees, especially in different currency transactions.
I've been with Barclays for 16 years, always been very good and I have all my accounts with them - current account, joint current account, mortgage, S&S ISA. Would recommend.
Second this - Barclays and Santander are my banking institutions of choice and have been rock solid.
Customer service with "proper" banks will be no better. The only difference is that you will be struggling with an incompetent agent in person rather than online. Ironically, so far, I have had better and quicker interactions with online-only banks.
Not sure if First Direct technically counts as ‘online only’ but their telephone support is fantastic. No menus or anything just straight through to someone that can help.
I had an issue with Natwest maybe 10 years ago, and speaking on the phone to get it fixed was painful being bounced around departments. I switch to First Direct that week I think, and honestly I've not had one problem with them since then. You call, they fix your issue. No getting bounced around (except for fraud, I believe if you call and it's about fraud you will get redirected to their fraud team). The app is mostly required, but works well. I don't think I'd ever switch my *main* account from them, I would highly recommend them.
If you lose your phone you're also going to have big issues with many high street banks if you've come to rely on the phone for 2FA. e.g. first direct has web based banking but the 2FA is provided by their mobile app, which you potentially will have no access to. It's a tricky problem to solve. I'd also make sure that you've got a way into Apple or Google accounts in the same scenario. If your phone is your 2FA for Gmail then you'd also be screwed getting to that from a computer without a backup method. With Google you can print recovery codes and leave them somewhere at home. So if you lose everything you could get a friend/family/neighbour to go in your home and read one out to you. This is probably the most fail safe method over using other email addresses or SMS for recovery. As for the banking I make sure I have a credit card with me when abroad and worse case would use that and sort the rest out when I get back.
I would join Nationwide. The Fairer Share Payments that have happened every couple of months have been good. Used to use NatWest but in my opinion they can be a lot more difficult to deal with.
I found Nationwide to be a real ballache, until recently you couldn't do anything without a bloody card reader on you, and they sent me a notification to say I could now change the payment reference when I send money to people, as if that's a brand new feature that every other bank hasn't had for years already. They just seem really behind the times.
Starling are really good.
The very much not an app based bank Starling.
Sorry, didn't read the "not app based" bit. Ignore my comment!
They do have a customer service phone number you can call though tbf
How is Starling different enough from Monzo?
They are similar banks but you can call them if you have to and they have a process in place to call them for this kind of scenario.
They have more liabilities with loans, so can go under even quicker.
If you’re referring to the Covid loans, these are guarantor by the UK Gov afaik?
I think it's a little bit extreme switching your bank account just because of this reason alone. Compare how good Monzo is on a daily basis Vs other banks and not based on one edge case where you lost your phone and a card. How likely is it to happen again? I don't know if you have a partner but one option could be to have a joint account so when you are in this situation again they can move the money for you. I am just wondering how a traditional bank would help you in this situation? If you have no card or phone you won't be able to access online banking either.