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Independent service quality survey results

For the latest results, please select the region you wish to view below

Personal Current Accounts

Great Britain

Published August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 customers of each of the 16 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 78%. 4th Metro Bank with 72%. 5th Nationwide with 68%.
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 85%. 2nd Monzo with 83%. 3rd Halifax with 79%. 4th First Direct with 78%. 5th Lloyds Bank with 77%.
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 74%. 2nd Metro Bank with 70%. 3rd Starling Bank with 69%. 4th Monzo with 64%. 5th Lloyds Bank with 62%.
Graph 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 July 2021 and June 2022 by Ipsos 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, 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.

16,061 people were surveyed in total. Results are updated every six months, in August and February.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

Northern Ireland

Published August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 11 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 Starling Bank with 81%. 2nd Monzo with 80%. 3rd Nationwide with 71%. 4th HSBC UK with 69%. 5th Barclays with 65%.
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 83%. 3rd Barclays with 80%. Joint 4th are Nationwide and Halifax with 79%.
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 70%. 2nd HSBC UK with 68%. 3rd Monzo with 65%. Joint 4th are Bank of Ireland UK and Ulster Bank with 59%.
Graph 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 July 2021 and June 2022 by Ipsos 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, Starling Bank, 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.

5,550 people were surveyed in total. Results are updated every six months, in August and February.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.

Business Current Accounts

Great Britain

Published August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1200 customers of each of the 15 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). 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 other small and medium-sized enterprises (SMEs*). The rankings with percentage scores are: 1st Starling Bank with 83%. 2nd Monzo with 79%. 3rd Handelsbanken with 73%. 4th Tide with 68%. 5th Metro Bank 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 other small and medium-sized enterprises (SMEs*). The rankings with percentage scores are: 1st Starling Bank with 87%. 2nd Monzo with 84%. 3rd Tide with 75%. Joint 4th are Barclays and Natwest with 68%.
Graph showing that Monzo didn't receive a score from the CMA for the SME Overdraft and Loan Services category because Monzo doesn't provide credit services to SME customers.
Graph showing the results of the CMA scoring of UK banks in the Relationship/Account Management category. The CMA asked customers how likely they would be to recommend their provider's account management services to other small and medium-sized enterprises (SMEs*). The rankings with percentage scores are: 1st Handelsbanken with 83%. 2nd Monzo with 81%. 3rd Starling Bank with 74%. 4th Tide with 66%. 5th Metro Bank with 62%.
Graph showing that Monzo didn't receive a score from the CMA for the Services in Branches and Business Centres category because Monzo doesn't have any branches.

These results are from an independent survey carried out between July 2021 and June 2022 by BVA BDRC 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.

SME customers with business 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 business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

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, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, Tide, TSB, Virgin Money.

Approximately 1,200 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.

18,001 people were surveyed in total. Results are updated every six months, in August and February.

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover related taxes).

The requirement to publish the Financial Conduct Authority Service Quality Information for business current accounts can be found here.