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 current account customers. Plus our bank closures map.
Best and worst banks
Twice a year, 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|
|Marks and Spencer Bank||n/a||n/a||65%|
|Bank of Scotland||63%|
|Royal Bank of Scotland||54%|
|Average Customer Satisfaction Score||n/a||n/a||n/a||n/a||n/a||n/a||65%|
n/a = sample size too small
Average overall customer satisfaction score is 65%
Sample sizes: First Direct (297), Nationwide (404), TSB Bank (302), Co-op (295), Clydesdale Bank (110), Yorkshire Bank (168), Danske Bank (43), Tesco Bank (48), M&S Bank (48), Smile (38), Halifax (406), Bank of Scotland (163), Virgin Money (30), Santander (409), Lloyds (410), Barclays (408), NatWest (410), HSBC (395), RBS (296). Total sample size: 4,918.
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 September 2016. The final sample size was 4,918.
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.
|Average score of all current account providers rated by Which? Money||54%|
|First Direct||Owned by HSBC. First Direct will pay £100 if you switch. Customers need to pay £1,000 into their account or will face a monthly £10 fee. First Direct 1st Account comes with a £250 interest-free overdraft.||
|Nationwide||If you recommend a friend to its FlexAccount, FlexDirect or FlexPlus you get to share £200. Its FlexDirect account pays 5% on balances up to £2,500 in first year (1% thereafter).||
Bank branch closures
Some people are happy banking purely online. But others may need to do at least some transactions face-to-face. So which banks have been shutting branches?
In autumn 2016, Which? analysis found a total of 1,046 branches were shut between January 2015 and January 2017. More than 482 major bank branches will also be axed in 2017, bringing the total number of closures to 1,526 since the start of 2015.
RBS plans to shut 161 branches this year, HSBC 118, and Lloyds Bank 100. Customers in Scotland will see 72 branches closed for good this year, followed by South East England (68), South West England (61) and London (58)
The map below shows the number of closures in each local authority area per 100,000 people. You can use the search bar to find your local area, filter between banks or choose a year to see when branches closed or are due to close.
Bank branch closures in my area
The table below lists all the banks that have shut, or are due to shut in 2017. You can search for your local authority or postcode to find closures near you.
- Last updated: April 2017
- Updated by: Chiara Cavaglieri