Best and worst banks

Bank accounts

Best and worst banks

By Chiara Cavaglieri

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Best and worst banks

Discover the best and the worst banks for customer service, rated by thousands of our members. 

We ask bank account customers to rate how satisfied they are with their current-account provider. The table below reveals the best and worst banks for customer service. 

We also compare the best bank accounts if you stay in credit and the best bank accounts for authorised overdrafts

Customer satisfaction for banking
Provider Customer service Clarity of statements Dealing with queries and complaints Service in branch Telephone service Internet service Customer Score
First Direct n/a 82%
Norwich & Peterborough BS n/a 82%
Coventry Building Society n/a 76%
Metro Bank n/a 73%
Citibank 70%
Nationwide 69%
TSB Bank 68%
Marks and Spencer Bank n/a n/a n/a 66%
Virgin Money n/a n/a 65%
Tesco Bank n/a n/a 65%
Yorkshire Bank 64%
Smile n/a n/a 64%
Bank of Ireland 64%
Co-operative Bank 63%
Halifax 62%
Santander 62%
Lloyds Bank 59%
HSBC 58%
Post Office n/a n/a 58%
Bank of Scotland 57%
Danske Bank n/a 57%
NatWest 57%
Barclays Bank 57%
Clydesdale Bank 56%
Cahoot n/a n/a n/a 55%
First Trust Bank n/a n/a 53%
Royal Bank of Scotland 52%
Intelligent Finance n/a 52%
Ulster Bank n/a 49%
Average Customer Satisfaction Score n/a n/a n/a n/a n/a n/a 62%

Table notes:
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (340), N&P (52), Coventry BS (58), Metro Bank (64), Citibank (105), Nationwide (434), TSB Bank (326), M&S Bank (60), Virgin Money (51), Tesco Bank (61), Yorkshire Bank (188), Smile (94), Bank of Ireland (61), Co-operative Bank (323), Halifax (437), Santander (454), Lloyds Bank (440), HSBC (438), Post Office (59), Bank of Scotland (196), Danske Bank (57), NatWest (434), Barclays (444), Clydesdale Bank (188), Cahoot (50), First Trust Bank (39), Royal Bank of Scotland (318), Intelligent Finance (51), Ulster Bank (50). Total sample size: 5,939

Coventry Building Society no longer offers its First Current Account to new customers. No changes for existing First Current Account customers.

Our research

Customer scores are based on a survey of an online panel of respondents from the general public who were invited to take part in the bank account customer satisfaction survey during January 2016. The final sample size was 5,939.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

Which? Recommended Providers

Recommended Provider Icon BA

Which? Recommended Providers are companies that are both rated highly by the respondents of our unique customer survey and have products that meet the high standards of our researchers.

  • To feature as a Recommended Provider, a company must have achieved a top score (at least 70%) in our latest customer satisfaction survey.
  • Providers must also have at least one top 10 bank account for credit interest, overdrafts or current account mortgages.
  • Providers must be fully covered by the UK Financial Services Compensation Scheme (FSCS) and FCA Banking Standards regime.
  • Which? Recommended Providers of bank accounts must offer a free debit card, free direct debits and free withdrawals from UK cash machines, and accounts must be available nationally. 
Which? Recommended bank account providers
Provider Which? verdict Customer score
First Direct Owned by HSBC. First Direct will pay £125 if you switch. Customers need to pay £1,000 into their account or will face a monthly £10 fee. 82%
Average score of all current account providers rated by Which? Money 62%
  • Last updated: July 2016
  • Updated by: Chiara Cavaglieri