Personal/Business

United Kingdom

Harrods Bank was a banking division of Harrods Department Store. Harrods Bank offered a broad range of banking, savings and lending products to individuals and business clients. On 10 January 2018, Tandem completed its acquisition of Harrods Bank Limited with the latter immediately renamed as Tandem Bank Limited. Tandem Bank is a new, online-only, mobile-focused bank with no branches (although with call centres). Tandem Bank provides retail banking products including current accounts, credit cards, savings, and loans.

Online Bank

Banks

Tandem Bank Ltd

Average

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Popularity of the service

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Support quality

Great

B2B Accounts

B2C Accounts

Bank Account Openings

C2B Accounts

Loans

SWIFT Transactions

Actually answered telephone, prompt, pleasant and helpful. Well done

Actually answered telephone

Friendly, patient member of staff assisted

Excellent telephone service to assist with set up of account within app

Got through to an operator very quickly who was able to answer my questions to my satisfaction, a pleasant change !

Got through to an operator very quickly…

Very quick to help on chat and allay my fears of not being able to check bank details with my bank for transferring funds.  All sorted and very helpful suggestions made.

Very helpful

Friendly

My query was answered quickly and completely using the Live Chat

My query was answered quickly

Had query so telephoned. No making constant key pad choices and someone answered very quickly. They resolved my issue straight away. Well done

Had query so telephoned

I needed help to add funds, gavin sorted it for me without any grief ,.

I needed help to add funds

Quick and efficient

Quick response

Advertising instant access saver account to new customers at 1.25% interest, yet as an existing customer I’m stuck on 1.10%. Will shortly be closing my account and moving my money to another provider who will offer a much higher rate and who will provide the same rate to both existing and new customers with exactly the same type of account.

Existing customers get lower interest rate

Rubbish customer service, they do not want investors, too difficult to open an account

Rubbish customer service

Competitive interest rate for easy access account. Good app and very impressive in-app chat facility on first experience

Competitive interest rate for easy…

Spoke to an advisor within 10 secs which is nothing short of a miracle these days! Had my query answered immediately and to my satisfaction. A great service

Spoke to an advisor within 10 secs…

Good communication, attractive green profile, responsive on phone when this is needed, but won't suit everyone because it can only be accessed via a smartphone app

Good communication

Easy to open - still waiting for confirmation that the money has arrived

Easy to open

Quick to answer and really helpful woman who resolved my query quickly.

Quick to answer and really helpful…

Tandem were quick to answer my call yesterday and then clear and efficient in dealing with requests. I was very happy with the service and would highly recommend them

Tandem were quick to answer my call…

Great communication through chat function on app. Very easy to access account and straightforward way to open accounts.

Great communication through chat…

Absolute rubbish. Very long and drawn out process and so painful! Nothing to show for it at the end as I wasn't sure if I had an account or not. Chatted online with Gavin who was no help at all.

Absolute rubbish

Would get 5 stars if it was possible to transfer funds from Tandem savings account directly into a Tandem fixed savings account instead of having to input via nominated current account.

Would get 5 stars if it was possible to…

You do not accept money from joint accounts where every other bank I have been with does. You have lost our business.

You do not accept money from joint…

I asked the same question twice and gave up after that

Question wasn’t answered

Had to close account 2 days after opening as the app would just not process money deposits.

Went into Barclays branch who confirmed the acc and sort code generated by Tandem can not be authenticated and would be a risk.

2 stars for the quick response on the team chat to close the account.

Cannot deposit

Great service...chatted online...quick response...all sorted

Great service...chatted online...quick…

Customer advisors are polite and helpful, but Tandem Bank don't participate in the "Confirmation of Payee" system, that most other banks use.  I had issues paying in money to my Tandem account because of this.  My verified current account bank, advised that they could transfer my money to Tandem, but money would not be reimbursed if the money didn't reach my account, as Tandem couldn't electronically confirm payee account.  I decided not to risk transferring.

No "Confirmation of Payee" when transferring money into account.

I requested information about the recent BOE interest rates. Asking if the current interest rates on my two accounts would increase.
I was advised these would increase  and given the rates.
Each time  I've contacted Tandem, either by phone or text, they have been very helpful and accommodating in my request.

Interest rates

Everything was fine until my wife also wanted an account with them. Because money was to come from a joint account they demanded pdfs of bank statements before they could phone her to start the account. Despite providing all the required information nothing happened and they either ignored email requests for information or said they were unable to respond.
This was about a person who had had a joint account and stayed at the same address for more than 40 years. Go figure!

Big Problems with a Joint Account

Great chat service, very quick to answer and helped me with my account.

Great chat service

Just spoke with Laura in the contact centre.  She was able to help me with my queries and was very polite and professional.  Very happy with the service I've received today

Excellent contact centre service

Needed to update my email address. Used the chat portal. Quick & efficient. Gavin was great

Needed to update my email address

Great service - such a contrast to traditional banks who I also use....very easy to get at things I need and live chat always there and very responsive if you have any issues - a pleasure to use this app!

Great service

Very easy process to set up and then transfer money into the accounts. Excellent rates compared to the rest of the market.

Straightforward Process

The app is easy to use, the easy access saver offers a reasonable interest rate compared with most others and the customer service is very good. I would recommend.

Good customer service

Whenever you have a question to ask, you get a real person not a bot, and they action what they say they will. Can't fault them. Good job, keep it up.

Asked - And Answered

Fast and efficient help - waited a minute or 2 at the most for on line chat which answered my query.

Fast and efficient help

Really easy to set up and manage via my phone and tablet. Quick transfer to my nominated account. All very smooth. Good help from Gavin at online chat

Tandem bankiing

Nowadays, when it takes a long time just to get through to a chat, I have been nicely surprised with Tandem: fast connection/response, friendly advisor & query dealt with easily!

Excellent!

Good info, easy to contact, good rates of interest

Good info

were very fast at answering my question,

seems like a good bank and service

were very fast at answering my…

We were pleasantly surprised by the speed with which our call was picked up and dealt with! With most financial calls we make, we expect long queues, lots of buttons to push and unhelpful people. Couldn’t be more pleased, our query was dealt with very  quickly

We were pleasantly surprised by the…

Really really helpful, I received the information very quickly, really friendly, professional and helpful

Thank you

Really really helpful

Won't let me close my account which I find ridiculous

Won't let me close my account which I…

Literally the worst banking experience possible. Avoid this bank like the plague. They got my personal details wrong and then kept telling me I had failed security when they called me. Their mistake - not mine and yet I had to do all the leg work to fix the issue. Utterly useless.

Literally the worst banking experience…

Prompt response via online chat, answered my question very politely so I could find what I was looking for.

I have phoned them too and they have been very helpful, and you get through to a person!

Very Helpful

Very friendly and helpful, answered all my questions very quickly and professionally.

Very friendly and helpful

Excellent rates on savings and instant access accounts, way better than your bank. The app is oh so close to perfect, but money transfer needs to be improved between Tandem accounts. It's crazy that if I want to move money from my Instant Access account to a Fixed rate saver I have to go via my other bank's current account. Apart from that minor frustration this is a great place to save and help the planet!

Excellent rates and eco-friendly!

I was disappointed that they didn't offer a connection to my current account bank (Triodos), but the friendly and helpful customer adviser connected it over the phone for me, which was a massive relief.

Helped me with my issue

Great app, I had a issue which was dealt with very quickly, I would recommend this bank

Great app

Very helpful.

The app does not work and Tandem have been slow to respond.

The app does not work and Tandem have…

Thank you Gavin for your help and patience with my query today. My problem solved.  In my experience you are a great 'frontperson' for Tandem Bank.  MM, Devon

Thank you Gavin for your help and…

Good customer service through the app chat. Got everything sorted without any problems! Would highly recommend them to others.

Good customer service through the app…

Useful app. When necessary to speak to someone this was done quickly and efficiently. Great interest rates

Very efficient

Fast and polite response to my query

No option to open a savings account without using Clearlayer a third party whom I have to share my details with. We have been told time and time again by banks not to share details with third parties, apparently CL is all above board and kosher but not to have an option for people who are slightly cynical is pretty poor. I cant help thinking if something goes wrong, it is another organisation the bank can blame and it will be impossible for the lowly customer to prove who is actually at fault and get any compensation.

I am writing this after I received an email confirming they could not open an account without using TrueLayer, then I read the below. Tandem rang me to say the email was wrong as they have updated the app to make it possible. I uploaded the app yesterday and it didnt work, I have tried again and it still does not allow you to open an account without sharing data with True Layer...'your account will be accessed on a recurring basis..you are permitting TrueLayer to access account information from your bank account and share it with Tandem.'

Absolutely unbelievable at 4 20 this afternoon I recieved this email:
'Upon investigation I can confirm the original information you were given was correct. You are not able to set up an account without using True layer. 

I do apologise that the information you have been given has been incorrect on the trust pilot and we have started the process of investigating this for you.'
I immediately emailed back saying please delete or alter the misleading trustpilot reply you have left, five hours later they have not.

Would you want this bunch looking after your money?

Must share data with third party

Very helpful employee I spoke to.

Please pass on my gratitude.

Very helpful employee I spoke to.

Customer service agent dealt with my query quickly and efficiently.

Customer service agent dealt with my…

Impressed by app. Easy pay in and out. 
Good rate of interest.
But lost confidence on discovering holding company Tandem Money. had deregulated from FSCS  so no guarantee on your savings.!!!
Hence I closed account.Having first expressed my concerns direct with Tandem by phone but received no help being referred to Web site. The terms and conditions which you accept contain the Tandem Money FSCS number falsely and indicate as holding Company for Tandem Bank.

Changed mind.

Today phoned out of the blue and then asking me for personal information to verify security. I ended the call and carried on the contract by app chat. The fact this was allowed was at least positive. Less positive is that they were querying payments made a month ago. Talk about about the horse has bolted! Whilst the payments were verified in the chat, Tandem are now wanting copies of my back statements from my other accounts! Talk about inconvenient!

Today phoned out of the blue and then…

I asked for my typo in my name to be corrected to Roy and was told that it had happened, but when I checked, it had not changed!
Also, I was told that I would receive and email explaining how I could send documentation to confirm my identity rather than by post - the email has not yet arrived 30 min's later! It is not in spam/junk either!!

I asked for my typo in my name to be…

Hello, Tandem

I had a helpful encounter with your bank today. I tried to log out and didn’t find the button! After speaking with a helpful person, I tried again and found that I needed to scroll down to find the off key. I left very satisfied that I now know my way around!

Warm wishes

Ella H.

Satisfaction!

Great advisor!! Knew their stuff, and gave excellent advice!!

Great advisor!

Dealt with in a an efficient and timely manner. Webpage also good

Dealt with in a an efficient and timely…

Seem super keen to harvest your data, either through TrueLayer or independently of this where you authorise them to see transactions in your linked account. No one else asks for this and it feels incredible intrusive.

Beware financial data harvest

I just opened a Tandem savings account and had a question.  I tried the online chat, got through immediately and got a quick answer.  The customer service person clearly knew their stuff, was very polite and nice and clear with their answer.  Nice one thanks.

Knowledgeable, quick and polite customer service

Eventually got through after trying for 2 days, Gavin answered very quickly and was able to provide adequate information.  Had also tried emailing on Monday and am still waiting on reply

Good…

Phone was answered promptly (no long wait in a queue! I asked for Certificates. Contact was courteous, efficient & easy to deal with -
excellent service. Thank you

Phone was answered promptly (no long…

Great customers service my Laura helping me reinvest my money.

Great customers service

Very friendly staff a particular lady don’t know her name helped me to trace my missing int payment gave me all the info I needed and agreed to take to manager to send information in post 
So I could show it to relevant bank 
Over all very happy with this bank 
Been with them for several years

Int re savings account

Simple and straight forward to open up account.

New Account

I had various difficulties opening my account partly due to a problem with my telephone and I found the Tanden help line extremely helpful and easy to access. A delight in todays internet access only society.

Excellent telephone helpline

I don't seem to be having much success with these app. only banks and their account opening procedure.
Installed their app. and followed the application for a savings account, no credit involved.
Submitted everything requested, including a picture, front and back of my driving licence and a "selfie" video. Note to Tandem, we don't have a driver's license in the U.K.! Plus incorrect spelling.
All submitted but they require further proof of identity and address. Photocard U.K. Driving Licence obviously not enough.
The only further identity proof they will now accept is a valid U.K. Passport, don't have one. Some other national i.d. card or citizenship proof card or something similarly named.
How is it that any other type of banks etc. have no problems with identity etc. which they check electronically and verify immediately?
Edit to add, the account is now opened, therefore the extra information was not required, so why ask for it?. Received notification that it was now open.
I have used "open banking" to deposit funds but not sure I'm in favour of some 3rd party processing the transfer from my current account.

Opening woes.

Just opened the account.  Everything seems to be OK for now.
The chat line responded fairly quickly.
The faster payment from my bank account into Tandem should only take a few seconds, but took about 10 minutes to appear.

Just opened the account

Quick response, great service.

So far, so good!
Only just opened an account, having seen it recommended on Money Saving Expert, so early days, but contacted help with a query about transfers-in and was very impressed with friendly and helpful response from Anthony. Account was very easy to set up and link with my current account, so I'm pleased so far.

So far, so good!

Very impressed! Extremely helpful young man dealt with my query pleasantly and efficiently.

Very impressed

Easy to set up, very straightforward to pay in funds.

Easy to set up

Easy access account very easy to operate via the app and best interest rate I have seen for this type of account.  Had to make a quick telephone call to ask a question, answered quickly.. no hanging on the phone for half an hour pressing 1 for this and 2 for that.  Agent answered my question quickly meaning the telephone call lasted no longer  than five minutes. You receive a text after each transaction so you are kept up to date. In short ....simple account,  easy to operate,  very good interest rate.

Would recommend

Overall happy with the Tandem online/app banking experience & interest rates. The app will improve over time and will have the ability to download statements.

Overall happy with the Tandem…

Account set up 
Simple job. Download the app. Set up transfer details. Away you go. Any problems; great customer service.

Account set up

I'd received a text to tell me that an interest statement was available thru the app. I couldn't find it, nor could I understand why one would have been sent as my interest isn't due until November. Live Chat told me where the statement could be found and explained that it referred to the last financial year. Sorted. I'm a happy man again

I'm a happy man again

Excellent

Brilliant customer service

recieved an answer for my query quickly

An Easy instant access savings account all app based. Easy to set up, use, transfer funds. Will use again in future in interest rates are competitive

An easy to use Instant access savings account all

So far a bit frustrating trying to get set up. Ea h stage I'm having to phone. Currently my back is not on the list... Waiting to be let in to continue.

So far a bit frustrating trying to get…

I phoned Tandem Bank this morning for help with the App. The phone was answered within a minute, the gentleman I spoke to was very polite and helpful and resolved my problem.

Great communication

I had a bit of a problem setting up my account using the app so I phoned and was very pleased that the polite man helped me with very clear instructions.

I had a bit of a problem setting up my…

I found the savings account easy to use and had no problems whilst with you.

Savings account

Anthony handled my query brilliantly this morning. Excellent service - thank you!

Excellent service

Asked for a telephone number so I could change my bank details and was given the wrong one. Spent 10 minutes being told they did not have my account.  Poor poor service.

Asked for a telephone number so I could…

Easy to open an account with a top interest rate.

Easy to open an account with a top…

Helpful customer service, much better than the disgraceful customer service at NS&I.

Tandem Bank Ltd

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