Principality named again as the best building society for customer service in UK

18 July 2019

Principality named again as the best building society for customer service in UK

Principality Building Society has received the What Mortgage Award for Best Building Society Customer Service for the second year running.

The society won the award following What Mortgage’s 21 week voting campaign, which allowed customers to tell them where they rank each building society in the UK. Principality was also awarded highly commended for Best Intermediary Lender and Best National Building Society.  

Julie-Ann Haines, Chief Customer Officer at Principality Building Society, said: “As a member-owned mutual, we are customer led, so this customer and Member feedback-based award is a wonderful recognition for all the hard work our colleagues have put in to provide great, consistent customer service.”

“We have made improvements to our end-to-end mortgage service which means we can make offers to customers much more quickly. In addition, we are working hard to improve our technology during the next three years so we can offer people a service that suits their lifestyles by giving them a choice of how they want to access their accounts, online, or via mobile devices. This will complement the personal face-to-face service we offer Members in our branches and via the phone.  We like to reward our Members through our loyalty programme for Members that offers amazing prize draws, exclusive discounts and priority ticket access for selected Principality Stadium events. We want our Members to continue to use us, recommend us and help the communities they represent to prosper.”

Principality Member Jenni Telling from Newport, recently had support from the Society to buy a larger property. She said:

“My partner and I recently visited the Newport branch as we're looking to purchase a bigger property, meaning we needed to port my existing mortgage and take out a new product for the remaining funds required. Having never been through the porting process before, I wasn't sure how it was going to work and was worried about the amount of fees involved. However, the team at Newport immediately put our minds at ease and explained every option to us clearly and made appropriate product recommendations based on our situation. 

“The aftercare was also top notch and the speed of responses was brilliant meaning everything was sorted much quicker than anticipated. When it came to Principality in general, the whole process was so straightforward. But the biggest thank you of all must go for replacing my beloved, broken, dragon piggy bank that my partner neglected to tell me fell off the shelf recently.”

Joanne Atkin, Group Editor at What Mortgage, said: “Well done to Principality Building Society for picking up the Best Building Society Customer Service Award for the second year in a row. Customer service is so important in today’s fast paced life so it’s good to see that Principality continually strives to do its best for its customers. To be highly commended in two other categories is also testament to Principality’s strong ethos.”


Published: 18/07/2019

  • 6th largest UK building society
  • A mutual building society, owned by and run for the benefit of our 500,000 members
  • Over 150 years' experience
  • Taking care of over £10 billion of our customers' assets
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