Principality Building Society, Wales’ largest building society, has achieved two gold recognition awards for its customer service and satisfaction.
Fairer Finance, the leading finance research and ratings agency, evaluated over 50 UK financial providers on trust, transparency, customer satisfaction. The assessment considers factors such as complaint handling, quality of service, and how well providers meet the needs of their customers.
Principality was awarded two golds for excellence across both its savings and mortgage services, demonstrating the Society’s dedication to delivering exceptional experiences and products to its Members.
The society was also ranked among the top 10 providers for ‘Trust’ in Fairer Finance’s Spring 2025 Customer Experience Ratings for Savings. The awards aim to encourage financial services organisations to compete on more than just price and instead look at their whole offering for customers.
Vicky Wales, Chief Savings Officer, at Principality Building Society said:
“We are incredibly proud to receive two gold awards from Fairer Finance, recognising the trust and confidence our Members place in us.
“To be ranked so highly across both our savings and mortgage services is a real testament to the dedication of our colleagues, who go above and beyond every day to deliver exceptional experiences. At a time when many providers are retreating from the high street, we remain firmly committed to our branch network and our communities. We believe that being present, accessible, and supportive is vital to ensuring our Members feel valued and cared for.”
First established in 1860 in Cardiff, Principality has been a community cornerstone with over 50 branches and 14 agencies across Wales and its borders, partnering with charities and funding affordable home initiatives along with its financial services.
James Daley, Managing Director at Fairer Finance, said:
“Winning gold in our customer experience ratings is no mean feat – and achieving it in both savings and mortgages is even more impressive. It requires a trusted brand, satisfied customers, clear and effective customer journeys, and an excellent record on handling complaints. Principality has consistently performed at the top of our rankings for over a decade – an excellent achievement.”
Principality said its support for local communities is further demonstrated by its fundraising for Barnardo’s at this year’s Cardiff Half Marathon with Principality colleagues helping to raise for families across Wales and its partnership with OneBanx to bring cash services to rural areas affected by bank closures.
