How do I find the best bank?
Everybody's banking needs are different. Some with a healthy balance may want to find an account that pays them interest, others are looking for one that doesn't charge through the nose to use an overdraft.
At Which?, we think the way your bank treats you should be an essential part of finding the best account.
So, we've done the hard work for you. Every year, we survey thousands of current account customers and ask them to rate the service they receive. This gives us the Which? Customer Score.
We then calculate the 'product score' of almost 40 current accounts to find our Which? Recommended Providers (WRPs) - the banks and building societies that offer great products and top-notch customer service.
Best and worst banks revealed
Scroll through the table to see how real customers have rated dozens of banks and building societies.
The table also includes star ratings for ten elements of the banks' service: overall customer service; the application process; regularity and clarity of communication; transparency of charges; dealing with complaints and resolving problems; service in branch; telephone, online and mobile banking; and benefits such as cashback and credit interest.
Not all banks appear in our table. That's because we need a minimum of 50 people to respond to our survey to generate meaningful ratings. We're always trying to increase our coverage.
| Brand | Customer Score | Product Score | Customer Service | Application Process | Communication | Transparency of charges | Handling complaints | Service in Branch | Telephone banking | Online banking | Mobile App | Benefits |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Recommended provider Starling Bank [a] | 88% | 73% | | | | | | - | - | - | | |
| Monzo | 82% | 66% | | | | | | - | | - | | |
| Recommended provider First Direct | 79% | 93% | | - | | | | - | | | | |
| Metro Bank | 78% | 65% | | - | | | | | | | | |
| Revolut [b] | 77% | N/A | - | - | | - | - | - | - | - | | |
| Nationwide Building Society | 74% | 68% | | - | | | | | | | | |
| Halifax | 70% | 77% | | - | | | | | | | | |
| NatWest | 69% | 79% | | - | | | | | | | | |
| Lloyds Bank | 69% | 80% | | - | | | | | | | | |
| The Co-operative Bank | 68% | 56% | | - | | | | | | | | |
| Barclays Bank | 68% | 81% | | - | | | | | | | | |
| Smile | 67% | 62% | | - | | | | - | - | | - | - |
| Danske Bank | 66% | 60% | | - | | | | | | | | |
| HSBC | 65% | 75% | | | | | | | | | | |
| Bank of Scotland | 64% | 77% | | - | | | | | | | | |
| Santander | 63% | 76% | | - | | | | | | | | |
| TSB | 63% | 67% | | - | | | | | | | | |
| Ulster Bank | 62% | 78% | | - | | | | | | | | |
| Bank of Ireland | 62% | 68% | | - | | | | | | | | |
| Virgin Money | 61% | 70% | | - | | | | | | | | |
| Royal Bank of Scotland | 61% | 76% | | - | | | | | | | | |
| Citibank | 60% | N/A | | - | | | | | | | | |
| Tesco Bank [c] | 60% | N/A | | - | | | | | | | | |
Table notes: We surveyed 4.501 members of the general public in September 2020. Sample sizes for our survey as follows: Starling Bank - 104, Monzo Bank - 101, First Direct - 171, Metro Bank - 115, Nationwide - 475, Halifax - 500, NatWest - 469, Lloyds Bank - 518, The Co-operative Bank - 126, Barclays Bank - 666, Smile - 66, Danske Bank - 84, HSBC - 406, Bank of Scotland - 164, Santander - 453, TSB - 155, Ulster Bank - 76, Bank of Ireland - 62, Virgin Money - 269, Royal Bank of Scotland - 136, Citibank - 58
[a] Starling did not offer online banking to personal customers at the time of this survey (this was launched in October 2020). [b] Revolut operates under an e-money licence not a banking licence in the UK, so your money is not protected by the Financial Services Compensation Scheme (FSCS). [c] Tesco Bank is no longer accepting applications from new customers.
Product scores: where banks have multiple accounts, we have shown the highest score it achieved from our analysis. Where N/A appears, we were unable to rate the bank's product.
Star ratings: a - indicates that we did not get enough responses on a particular aspect of a provider's service to generate a star rating, or the provider does not offer this service.
A closer look at the Which? Recommended Providers
Our unique customer score combines customers’ overall satisfaction with a financial brand, and their likelihood to recommend that company, if asked.
Starling Bank
Starling made a strong debut in our rankings in 2019, taking second place. This time it has clinched the top spot with a score of 88% and we’ve named it a WRP.
Customers praised its ‘clear and honest communications’, the ease of opening an account and using the app, as well as speedy responses from the ‘excellent customer service’, which is available 24/7 via the app and over the telephone.
Although it started life as a smartphone bank, Starling launched online banking for personal customers in October 2020.
It's website was included in our latest online banking security test and earned the top score of 85%. This was partly due to limited functionality (customers mainly operate their accounts from the smartphone app) but our independent experts found nothing concerning.
The Starling debit card is fee-free for purchases and foreign ATM withdrawals anywhere in the world, making it the cheapest debit card to take abroad.
Customers can also apply for an additional Starling 'Connected' card which can be loaded with up to £200 and given to someone they trust - ideal if they are unable to leave the house but need some help with the shopping.
It also offers one of the cheapest arranged overdrafts though only for customers with decent credit scores (it charges a rate of 15%, 25% or 35% EAR dependent on your credit score though even its highest rate beats the high street banks).
First Direct
First Direct has slipped from first to third place this year but achieved a very respectable score of 79%.
The bank also received the highest score in a separate survey where we asked customers to rate financial brands’ level of service during the first four months of lockdown (87% rated it positively).
Nearly every aspect of its service was rated five stars by customers, including online banking, the mobile banking app, complaints-handling and overall customer service.
The only low rating was for account benefits (two stars). Its standard current account '1st account' doesn't offer any cashback or credit interest. But you do get a £250 interest-free overdraft (then 39.9% AER) and customers can open a Regular Saver paying 2.75% AER.
First Direct shares deposit protection with HSBC so limit deposits to £85,000 across the two brands.
What about Monzo, Metro Bank and Revolut?
We don't just pick Which? Recommended Providers (WRPs) on the basis of their customer score.
Metro Bank achieved an excellent customer score but its product score was below average, preventing it from achieving WRP status.
Since 2019 we've insisted that WRPs be signed up to the Authorised Push Payment Scam Code. Unlike most current account providers, Monzo has not signed up.
Revolut operates under an e-money licence in the UK, so you aren't covered under the Financial Services Compensation Scheme (FSCS).
While e-money firms must still ringfence your funds in a segregated account, to protect it in cases of insolvency, we can only recommend the more robust, independent FSCS safety net.
M&S Bank - no longer offering current accounts
M&S Bank was previously a Which? Recommended Provider of current accounts for 2020-21.
However, in March 2021 they announced they would cease offering current accounts and existing accounts would be closed by summer. In-store banking services will also end.
If you're affected, you can find our guide to switching banks here.
Bear in mind that M&S Bank customers are usually excluded from the switching bonuses sometimes offered by First Direct and HSBC.
Worst banks for customer satisfaction
Tesco Bank and Citibank lie at the bottom of our table, each with a customer score of 60%.
Despite featuring in the top six in 2018, Tesco Bank fell out of favour after it cut the interest rate on its current account from 3% to 1% in early 2019.
From December 2020, it will stop paying interest altogether. Several customers in our survey expressed their irritation that this headline rate is being axed and a few were frustrated that they can only pay in cheques by post.
Complaints handling was another area of concern, with Tesco Bank scoring just two stars. It also sits at the bottom of our table for online banking security with the lowest score of 46%.
Royal Bank of Scotland (RBS) and fellow NatWest Group subsidiary Ulster Bank are perennial low scorers. This year is no different with scores of 61% and 62% respectively.
RBS holds this year’s unwanted record for the most two-star ratings (telephone service, account benefits, complaints handling, branch service and overall customer service).
Some customers gave RBS an average rating, stating that it’s an ‘average bank’, ‘OK, but not outstanding’, ‘nothing amazing’ and offers accounts with ‘no extra useful features such as interest on balance or a superior app’.
Others criticised it for branch closures and cuts to its cashback offer on Reward accounts.
- Don't settle for mediocrity: how to switch your bank account in seven days
Accessible banking services
If you’re one of the 14.1 million people in the UK with a disability, your bank should make services as accessible as possible.
In May 2021, we surveyed 1,494 Which? Connect panel members and panel members of the Research Institute for Disabled Consumers about their current account providers. Our unique survey revealed that while some banks go above and beyond to help disabled customers, others are barely meeting minimum standards.
First Direct came out on top of our table, with 95% of disabled customers in our survey saying they’re fairly or very satisfied with the service. Nationwide came second (87%) and was the top-rated provider with a branch network. Despite being parent bank to First Direct, HSBC received the lowest score (62%), followed by TSB (65%).
Banks have a legal obligation under the Equality Act 2010 to make reasonable adjustments for disabled customers. You should never be asked to pay for these. Some simple steps can help make life easier for disabled customers – but which banks offer them?
Chip and signature cards
If you have dexterity issues or find it difficult to remember a Pin, banks must offer a chip and signature card instead (they should also provide a signature stamp).
Accessible debit card
These are designed to help blind and partially sighted people. A notch shows which end to insert in cash machines or card readers.
Available on request at Barclays and NatWest Group. Offered to Bank of Ireland and First Direct customers as standard. Nationwide started rolling them out in June 2021, HSBC said they’ll be available from August 2021.
Voice-enabled card readers
If your bank requires a card reader to generate online banking security codes, ask for an accessible version. AIB (NI), Barclays, Nationwide and NatWest Group currently offer these.
SignVideo
Most banks offer this British Sign Language interpreting service, except AIB (NI), Bank of Ireland UK, Danske Bank, Metro Bank, Monzo, Starling and The Co-operative Bank. Monzo has been exploring sign video support options and is hoping to bring this to the app soon. Starling said customers can use in-app chat to talk to customer service staff 24/7.
Relay UK
This text-to-speech app works with your mobile or tablet. Most banks can accept Relay UK calls (this isn’t yet available at First Direct and Metro Bank).
Talking ATMs
These let you plug in standard earphones and follow the audio instructions. See link.co.uk/consumers/locator for your nearest one.
The Sunflower Scheme
A sunflower lanyard, sticker or card will let branch staff know you may need more support or extra time.
Danske Bank, HSBC, Lloyds Banking Group, Nationwide and TSB have committed to the scheme.
Cards for carers
Santander, Starling and NatWest Group have launched cards for carers.
Carers will have their own Pin and can shop for you without having full access to your account.
Confidential markers
Banks should be able to add a discreet note to your account so staff know of your disability when you call or visit a branch. Nationwide said it can offer a contact point for customers who need extra support.
About Which?'s bank account research
Which? Customer Score
Which?'s rating for customer satisfaction, based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand to a friend.
We surveyed 5,464 members of the general public about their current accounts in September 2020.
Product score
We analyse dozens of different elements, including rewards and benefits, fees and charges, and how you can operate the account, to calculate a product rating score.
Which? Recommended Provider status
A Customer Score over 70% makes a brand eligible for Which? Recommended Provider status, but we’ll only award this if its main current account achieves an above average product score.
It must also offer an account sitting in the top ten for at least two of the following: credit interest; cashback, rewards or other account benefits; an arranged overdraft.
As of 2019, we also expect banks to sign up to a new voluntary code known as the Authorised Push Payment Scam Code, launched on 28 May 2019.
Several major banking brands are yet to sign up to the voluntary code, including Monzo, Tesco Bank, and Virgin Money.
Find out more: is your local bank branch closing?
