Puts a SMILE on my face (smile.co.uk)

Member Name: excelsior81

Product:	smile.co.uk
Date:	28/07/09 (106 review reads)
Rating:

Advantages: Great way to communicate with a bank

Disadvantages: Can be slow to update

I first became a member of SMILE in 2004 as I was keen to have bank access to suit the needs of my busy day.

SMILE was my first choice of internet bank as I was aware that they had an excellent customer reputation and importantly to me also, they only invested in ethical practices with their money. This made them smaller than the big players...but it did let my conscience rest at night...if we consider what has happened recently with the so called credit crunch, SMILE as a bank was unaffected and actually...made a profit!

To access SMILE you need access to the internet, but they do also have a phone option, should you be caught somewhere without it. The phone service takes you through security log in questions before you get to speak to someone, but it is very very slow. On the few occasions that I have had to call, I have been left on hold for up to fifteen minutes.

The website is very secure and has an easy to navigate feel to it. After you have logged in (which requires three steps of security) you are presented with a notice board, keeping you updated of any news we may need to know as customers, which also then has links to your account pages.

The pages are easy to navigate and you learn quickly how best to use them, you cannot for example, use the arrow keys to move back and forth when the page is open. If you do this, the system logs you out. AT first that appears frustrating, but when you realise that they are trying to protect your security and details, you give them the credit they rightly deserve.

Security is of paramount importance to SMILE and it has always impressed me a great deal. Last year when I went to Australia for a holiday, I had not told my bank I was going. When I attempted to use my card there they blocked it. They politely informed me that had I let them know that I was going, they would have ensured that my card would always be ready to use. Again, although this caused me some frustration at first, when I took into account that they were only trying to protect my money...I was actually very pleased.

The most positive aspect of the account is the message centre. I really like this as it puts you in direct contact with bank staff. If you send a message to them, they usually respond within a day. It is surprisingly quick and in my opinion, much better than hanging around on the phone on hold!

There are two things that need to be improved upon to make it even better.

Firstly, they should give clear guidance as to how long the cheques will take to cash, I have always been amazed at the different answers I get...is it three days, five days...six days? No one seems to know! The best way to pay a cheque in is in a branch of the co-operative bank. Do not be tempted to post one as this can then take up to ten days to clear...ouch!

Also, I would like the transactions to appear quicker on my account. Sometimes things don't appear for a few days and I think that I have more money than I actually do!

All in all though it is by far the best experience of banking that I have had over a number of years. There is a feeling of excellent customer focus and ensuring that I spend within my means, I really like for example that it does not matter how hard you try...you simply cannot take more money out than your agreed overdraft!

Well done SMILE and well done the Co-operative bank for being innovative with their online banking. I recommend it.

Summary: If you regularly use the internet...this is the bank for you