Bad customer service - Underwriter Gatehouse Bank Employee Review

Good salary and friendly environment

nothing bad at the moment

Work from home and benefits

I agree with the previous comments. Management capability felt inconsistent, with some roles appearing to be filled based on connections to Aldermore rather than relevant experience. This led to a lack of confidence in leadership and decision-making. Advisor feedback, despite coming from those dealing directly with customers, was often dismissed or met with resistance. The “open door” policy did not feel genuine in practice, as concerns were frequently met with pushback rather than action. The feedback response felt like it was turned to make it sound it wasn't the issue. There were also concerns around fairness and accountability, particularly where underperformance among certain staff did not appear to be addressed, potentially due to personal relationships. Overall, it felt like management lacked both the necessary expertise and a clear understanding of the product’s value and importance. While the management team was predominantly non-Muslim, the issue was not background, but rather a perceived lack of appreciation for the product’s purpose. They didn't truly understand the customer base, the faith and values. As a result, it did not feel like a supportive or well-managed environment to work in.