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Independent service quality survey results

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Great Britain Northern Ireland

Great Britain

Personal current accounts

Published February 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 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.

Graph showing the results of the CMA scoring of UK banks in the Overall Service Quality category. The CMA asked customers how likely they would be to recommend their personal current account provider to friends and family. The rankings with percentage scores are: Joint 1st are Monzo and Starling Bank with 81%. 3rd First Direct with 79%. 4th Metro Bank with 74%. 5th Nationwide with 67%.
Graph showing the results of the CMA scoring of UK banks in the Online and Mobile Banking Services category. The CMA asked customers how likely they would be to recommend their provider's online and mobile banking services to friends and family. The rankings with percentage scores are: 1st Starling Bank with 86%. 2nd Monzo with 85%. 3rd First Direct 81%. 4th Halifax with 79%. 5th Metro Bank with 78%.
Graph showing the results of the CMA scoring of UK banks in the Overdraft Services category. The CMA asked customers how likely they would be to recommend their provider's overdraft services to friends and family. The rankings with percentage scores are: 1st First Direct with 73%. 2nd Metro Bank with 72%. Joint 3rd are Starling Bank and Monzo with 68%. 5th Lloyds Bank with 65%.
Image showing that Monzo didn't receive a score from the CMA for the Services in Branches category because Monzo doesn't have any branches.

These results are from an independent survey carried out between January 2021 and December 2021 by Ipsos MORI as part of a regulatory requirement.

Monzo 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, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB and 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.

17,078 people were surveyed in total. Results are updated every six months, in August and February.

*Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

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.

Northern Ireland

Personal current accounts

Published February 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 10 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.

Graph showing the results of the CMA scoring of UK banks in the Overall Service Quality category. The CMA asked customers how likely they would be to recommend their personal current account provider to friends and family. The rankings with percentage scores are: 1st Monzo with 79%. 2nd Nationwide with 71%. Joint 3rd are HSBC UK and Barclays with 68%. 5th Santander with 66%. Joint 5th is HSBC UK with 64%.
Graph showing the results of the CMA scoring of UK banks in the Online and Mobile Banking Services category. The CMA asked customers how likely they would be to recommend their provider's online and mobile banking services to friends and family. The rankings with percentage scores are: 1st Monzo, with 85%. Joint 2nd are Barclays and Santander with 82%. Joint 4th are Nationwide and Halifax with 80%.
Graph showing the results of the CMA scoring of UK banks in the Overdraft Services category. The CMA asked customers how likely they would be to recommend their provider's overdraft services to friends and family. The rankings with percentage scores are: 1st Barclays with 77%. 2nd HSBC UK with 72%. 3rd Monzo with 64%. 4th Santander with 61%. 5th Danske Bank with 60%.
Image showing that Monzo didn't receive a score from the CMA for the Services in Branches category because Monzo doesn't have any branches.

These results are from an independent survey carried out between January 2021 and December 2021 by Ipsos MORI as part of a regulatory requirement.

Monzo 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: AIB, Bank of Ireland UK, Barclays, Danske Bank, Halifax, HSBC UK, Monzo, Nationwide, Santander, Ulster Bank.

Approximately 500 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

5,060 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.