Our members say
“I’d like to take this opportunity to thank everyone at Wave Community Bank for giving me a chance for credit and having faith in me to pay back. I have learned a lot from using the credit union about saving and paying bills on time. I have managed to get back on my feet financially because of the help you guys have given me and for that I am eternally grateful.
The service has been amazing.“-Member
What our members said in our survey
Each year we ask our members for feedback on our services, customer support and digital banking experience. The results of our 2026 Member Satisfaction Survey show that members continue to value the ethical, community-focused service provided by Wave Community Bank.
More than 160 members took part in the survey, helping us understand how we can continue to improve our services and support people through challenging financial times.
Service Quality
81.7% of members rated the quality of service they receive from Wave Community Bank as high or very high
Members highlighted our helpful customer service, quick response times, clear communication and compassionate support during financial difficulties.
Satisfaction and Trust
75% of members said they are satisfied with Wave Community Bank, while 39% reported that their satisfaction has increased over the past 12 months.
Three-quarters of respondents described Wave Community Bank as very or extremely approachable, demonstrating the trust members place in us as an ethical, community-based financial provider.
Digital Banking
The majority of members now use the Wave mobile banking app regularly to manage their accounts.
Our mobile banking app continues to grow in popularity, with more than half of respondents now using the app regularly to manage their accounts. Members also reported that our app and online banking services are easier to use than ever before.
Local. Ethical. Together
The proportion of members hearing about Wave through their workplace increased from 8.6% in 2025 to 17% in 2026
The growing number of members joining through their workplace reflects the success of our employer partnerships and our commitment to improving financial wellbeing across the communities we serve.
By working alongside local employers, we are helping more people access ethical savings, affordable loans and trusted financial support when they need it most.
Member Satisfaction Survey Report
As a member centred organisation Wave Community Bank is run by members for our members. Here’s what some of our members had to say:
Our loans really make a difference to our members:
“Swift response and was able to help when needed the most.. The loan interest is as if you’re paying the exact amount you took. I like the various security checks as well“
-AA, Google Review (January 2026)
“My special loan application was handled quickly and efficiently and the money was in my account within a day! Incredible and thankyou! Wave knows my situation“
-DA, Google Review (January 2026)
“Once again wave came through with flying colours. I caught a bad virus and couldn’t cycle to work, car repairs were needed to allow me to get to work so wave came through with a reprieve via a loan. Very well done and praise them and bless them“
-AW, Google Review (November 2025)
“Just want to say a massive thank you for helping a young girl out (me) with a loan not only am I paying it back but I’m also saving! I was so shocked that I got accepted. the staff were helpful whenever I phoned up and on the ball“
-AB, Google Review (December 2024)
“Just want to say a massive thank you for helping a young girl out (me) with a loan not only am I paying it back but I’m also saving! I was so shocked that I got accepted. the staff were helpful whenever I phoned up and on the ball“
-AB, Google Review (December 2024)
“I have been a member for a few years now and have had a couple of loans for different reasons. It was easy to apply and had a quick decision and a fast bank transfer. Very happy member“
-GM, Google Review (July 2025)
“Very good service. Helped me with dept consolidation loan with an acceptable apr“
-P, Google Review (September 2025)
Our members love our customer service:
“Wonderful experience with Wave Community Bank from start to finish, highly professional and efficient, many thanks to one and all!“
-SH, Google Review (June 2026)
“Could not recommend Wave highly enough! They have been a delight to deal with from beginning to end and have helped me out of a financial situation that I was unsure how I would be able to control. Thank you Wave for EVERYTHING!
-LM, Google Review (June 2026)
“Been with WCB for 6 years now and always been excellent customer service, Quick responses by email and friendly staff on phone“
-EB, Google Review (April 2026)
“I had lost hope of anywhere helping me out of a bit of a messy situation. Applied to Wave and was so happy when I was approved. Thanks to John and Lauren the service was efficient, speedy and seamless. Would definitely recommend!!!!“
-LM, Google Review (August 2025)
“Very helpful and efficient. They were able to help me sensibly without putting me in debt that I couldn’t afford… highly recommend!“
-AR, Google Review (July 2025)
“Brilliant team at Wave Community Bank. Nothing is ever a problem and they are always so helpful“
-PP, Google Review (January 2025)
Our Workplace Savings Scheme is growing and referrals from employers doubled from 2025 to 2026
Here’s what more members had to say:
Our debt consolidation loans really make a difference to our members:
Our loans help our members in all sorts of ways:
“I would also just like to say thank you for all your help and assistance with my application, clearing those creditors will be a big relief“
“Just wanted to say a thank you for the support, I have a lot of respect for Wave Community Bank and the important work you do. It has already made my debts so much more manageable“
“Thank you very much! Massive weight off my mind with it all being consolidated“
“It’s actually a weight off my shoulders to be able to pay off the overdraft and the daily interest payments – they are so annoying! Thank you again for all your help“
“I would just like to say thank you for the service given to me. At the time no other bank would help me. I am now debt free and able to continue to save the money I was paying to my loan“
“Oh wow this must be the best service I’ve ever used! Thank you so much for your help, I’m really excited to get my new adventure started 🙂 Many Thanks“
“It’s great to deal with a (very efficient) human rather than wrestle with a robot. I’m loving Wave“
“I have to say everyone I’ve spoken to at Wave has been a pleasure to talk to and very professional“
“Thank you very much for your help and for managing the process very effective“
“Thank you … for the loan offer I am very grateful for your time and haste with my request“
“My thanks again to all, I left a review with trustpilot to spread the word just how good you are“
“Thanks for your amazing (and swift) service as usual Loans Team!“
“Really happy with the service you’ve provided me“
“I think you cover all areas very well. You are adding value to all the good work you do. Love how you care for your members.“
“Great service. Gave me a helping hand when I needed it most. Wave have helped me save and has given me the chance to manage credit properly. I have learned a lot from being with Wave“
“Payments have been punctually taken no problems either side. Always kept up to date with what’s happening via emails and newsletters. Very helpful in these times of hardship for everybody.“
“They are always there to help when situations change.“
“I don’t do online banking and am always pleased there is somebody on the other end of the phone. The service is friendly and very helpful and transactions are easy and straightforward.“
“A huge THANK YOU for sorting out an additional emergency loan so quickly for me which allowed me to get the urgent dental work done! Very much appreciated“
“Thank you so much. We’ve been without heating and hot water for months as the boiler needed replacing. No loan acceptance elsewhere due to my ex being associated with our address. So thank you“
“Thanks for this. This has helped so much and saved Christmas for me 🙂“
“That is amazing. Thank you so much. This will make such a big difference to mine and my children’s lives 🙂“
“Thank you, you saved my life“
“You guys have helped me so much“
“I would like to thank all your team for your hard work and support, we do appreciate it“
“You lot are amazing. Thank you“
“Would like to say Huge thank you for the Loan. Received it really appreciate, thank you Wave“
“Thank you very much for your service and good communication“
“Having the Annual Bus passes for my daughter’s will be one less thing think about 😊. I also really like the idea that I am saving for next year’s bus pass, One happy customer!“
Opening Hours
Our phones are open Monday to Friday between 9.30am-1.00pm and we continue to monitor our emails between 9.30am to 4.00pm.
Contact Us
Phone: 0300 303 3188
Email: info@wavecb.org.uk
Face-to-face appointments at Hove Town Hall by arrangement only.
Addresses:
East Sussex, Brighton & Hove:
Tisbury Road Offices, Hove Town Hall, Tisbury Road, Hove, BN3 3BQ
Kent, Medway and Bexley:
39-48 Marsham Street, Maidstone, Kent, ME14 1HH
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Wave Community Bank serves members in East Sussex, Brighton & Hove, Kent, Medway and the London Borough of Bexley, plus members of Unite in the South East Region. Withdrawals over £5000 will take 5 working days to process
Wave Community Bank is a trading name of East Sussex Credit Union Ltd.Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FCA Firm no 213910
