Independent service quality survey results

Personal current accounts

Published August 2024

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their personal current account provider to friends and family.

Ranking

Personal current accounts Overall service quality survey results. Ranking 1st place monzo 80%, 2nd place Starling Bank 79%, 3rd place Chase 78%, 4th place first direct 74%, 5th place Nationwide 70%, 9th place Bank of Scotland 62%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.

Ranking

Personal current accounts Online and mobile banking services survey results. Ranking 1st place monzo 85%, equal 2nd place Starling Bank 83%, equal 2nd place Chase 83%, 4th place Halifax 80%, 5th place first direct 79%, 7th place Bank of Scotland 77%

Overdraft services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.

Ranking

Personal current accounts Overdraft services survey results. Ranking equal 1st place Starling Bank 74%, equal 1st place monzo 74%, 3rd place Lloyds Bank 73%, 4th place first direct 71%, 5th place Halifax 67%, 6th place Bank of Scotland 66%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Personal current accounts Services in branches survey results. Ranking 1st place Nationwide 78%, 2nd place Lloyds Bank 74%, 3rd place Metro Bank 73%, 4th place Bank of Scotland 71%, 5th place Halifax 69%

These results are from an independent survey carried out between July 2023 and June 2024 by Ipsos as part of a regulatory requirement.

Bank of Scotland has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from personal current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

Customers with personal current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and overdraft services to friends and family.

The results show the proportion of customers of each provider, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, Chase, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, Virgin Money.

Approximately 1,000 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

17,111 people were surveyed in total.

Results are updated every six months, in August and February.

To find out more visit Ipsos.uk/personal-banking-service-quality

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

Ipsos Mori website, opens in a new window