Coutts User Reviews

COUTTS & COMPANY

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Pathetic Roll Out

Coutts have truly outdone themselves with the awful roll out of this product. The app was delayed, and when released they couldn’t even muster an iPad native application. Really poor showing.

Mayor of Belsize

2 years ago

This bank is archaic

Sent a text message to entire base saying do not take Apples iOS update or your app won’t work! Who on earth does that; they've had months to dev test the app against the latest release. Then sent another text message today telling the base how to update their app, I guess because they’ve now realised it’s rather stupid as a bank to be telling its user base not to upgrade their core OS no doubt with all the security fixes that also brings in addition to features. They position themselves as the Entrepreneurs bank. The reality couldn’t be further from the truth. The slowest, least digital bank I’ve ever had money with. Even an internal account transfer of money takes a few minutes to show in the app. Every modern bank is instant and things like this are the basics now.

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uk_matt

2 years ago

Constantly have to reinstall!

Every time I need to access my account I have to delete this and reinstall it. I have an iPhone 11 and your IT support have advised me that the problem is with my phone. I have received a message today advising me not to upgrade my phone to the latest iPhone software as the app won’t work with the new update. It’s not working anyway.
Just to mention that I never had issues with the previous app, nor with Coutts Crown Dependancy app or the NatWest app.
Really frustrating and not good enough.

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Katerina5506

2 years ago

New App - not an improvement

Entire login process seems cumbersome. I’m being promoted to constantly re-enter my login password, request a new secure text, enter those details, choose a 6 digit pin. It’s as if I’m transitioning to the new app every time I log in.

App itself has a cleaner UI, but randomly logs me out. This is very disconcerting in any financial App, but even more so when combined with the login difficulties.

This App should not have been released to customers in this form.

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Achitophel

2 years ago

Change for change’s sake

Paper worked perfectly. The former app was reasonably intuitive and so was not a great problem. The latest app is far from intuitive, is labour intensive for the client and sends messages that are either frustrating - eg ‘new document’ with nothing less than two weeks old to be found - or demand two devices for ‘security’, one of which is bound to be currently elsewhere.
Too many IT developers, too little understanding of clients’ lives.

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Riskavoider

2 years ago

Response from developer

Hi there, thanks for sharing your feedback. Two devices are required as a security measure when using our new web based service, however this is an industry norm to keep our clients safe and secure. Our new app also has much more functionality than our previous one, for example you can now create and send money to new payees without authenticating these on a desktop device. We're aware that there's room for improvement regarding notifications, which is something we'll be working on in future.

Whoever tested this app needs to be sacked

I can’t believe Coutts allowed this app to be released in its current state. Most of my payees have been deleted and the help desk tells me they are gone and I need to key in the 80 missing ones again.

Every time I try to log in online the app will not work to approve giving me access to the web banking. It is random and works 1 in 10 times.

Why didn’t Coutts just take the NatWest app and use that? I bank with Coutts and NatWest and the NatWest app is 11/10. Coutts is 0/10. Shame on you. It is so bad customers will leave your bank.

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Very Upset Customer 101

2 years ago

Disaster

When a bank decides to change its online banking system you almost know it will be chaos.

Mine worked reasonably well for a couple of weeks and then seized up completely. Tried calling the ‘digital help line (sic) but, of course, they were experiencing an “exceptionally high volume” of calls because I was not unique in all this! Gave up after twenty minutes of waiting. Hopefully, the Queen, as a long standing customer, is faring better.

The old adage, “if it ain’t broke, don’t fix it” should be the mantra of all IT departments.

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Disgruntled of Knightsbridge

2 years ago

Response from developer

Hi there, and thanks for taking the time to share your feedback. Apologies for any inconvenience you've experienced during the migration period over to our new app. Our digital helpdesk is indeed experiencing exceptionally high call volumes at the moment, however this is temporarily related to the migration, and wait times should return to normal soon. Apologies for the bumpy start, but we hope that your experience using our app improves moving forward! Oh, and in terms of it seizing up - make sure your app is updated to the latest version, and if that doesn't work perhaps try deleting and re-installing it?

Major step backwards

Like many other reviewers I use the iPad for the majority of my banking, and Coutts was the best of all the banking Apps I use, sadly no longer. Why would a major institution release a new App without iPad functionality? The screen is now so small I will have to log into the online portal, which defeats the object of using the iPad. The response to many reviewers to use the web browser is not what we want to know, we want to know when a proper iPad version will be available. I also miss the wealth overview, how is removing that beneficial or a step forward? Overall like many so called ‘upgrades’ extremely disappointing, with no thought to the actual users.

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janeyh35

2 years ago

Response from developer

Hi there, and thanks for taking the time to share your feedback. We're aware that our clients would like our app to be iPad compatible, and we are looking into how we go about doing this. Please be assured that we worked with our clients throughout the design process of the new app, but we understand that a number of technical issues have caused some disappointment. We apologise for this and hope that your experience with our app improves in future!

Why change?

The old app worked perfectly fine with few issues. Ever since upgrading I’m having trouble accessing my accounts, half the time the push notification does not reach my phone when logging in. The UI is worse on the new app and I can see unnecessary status messages such as those informing me of inactivity. Really not sure why the major change. If it was meant to be a security improvement then I’m sure that it could have bee accomplished with incremental updates on the old app. Changing everything seems very risky especially since you have to go through all the teething pains again. Why go through the trouble?

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LR30303

2 years ago

Response from developer

Hi there, and thanks for taking the time to share your feedback. We're aware of a bug regarding push notifications that our dev teams are working hard to fix.

What upgrade?

This app is pathetic. It is not an “upgrade” in any sense. Inefficient use of screen space, no search facility or sub-categories on payees list (I have over 100), abandonment of the previous EXCELLENT iPad app which provided a serious banking interface. Some design idiot was briefed to make the app look “modern” with no brief whatsoever regarding functionality. You are a bank, not a social media platform. Customers want accurate data quickly, no more, no less and MINIMUM scrolling.

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Sunbear56

2 years ago

Response from developer

Hi Sunbear 56, thanks for sharing your feedback. We're sorry to hear that you've experienced issues when trying to search for payees. We have discontinued the ability to create new payee groups/lists, however you should still be able to search by existing groups/lists. We hope that your experience of using our new app improves moving forward!