Best and worst banks
By Chiara Cavaglieri
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.
|Customer satisfaction for banking|
|Provider||Customer service||Clarity of statements||Dealing with queries and complaints||Service in branch||Telephone service||Internet service||Customer Score|
|Norwich & Peterborough BS||n/a||82%|
|Coventry Building Society||n/a||76%|
|Marks and Spencer Bank||n/a||n/a||n/a||66%|
|Bank of Ireland||64%|
|Bank of Scotland||57%|
|First Trust Bank||n/a||n/a||53%|
|Royal Bank of Scotland||52%|
|Average Customer Satisfaction Score||n/a||n/a||n/a||n/a||n/a||n/a||62%|
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
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
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