Monzo, First Direct and Starling Bank reign supreme in latest UK banking service survey



MonzoFirst Direct and Startling Bank have been listed as the best providers of personal current accounts in the UK in terms of overall service quality.

The latest service quality survey conducted by Ipsos MORI has revealed that 83% of Monzo customers said they would recommend the bank to friends and family.

First Direct and Starling Bank came in joint second place with 81% recommending the lenders.

These results are from an independent survey carried out between July 2020 and June 2021 by Ipsos MORI as part of a regulatory requirement and have been published at the request of the providers and the Competition and Markets Authority so consumers can compare the quality of service from personal current account providers.

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.

Metro Bank came in fourth place with 73% of customers recommending the bank, with Nationwide in fifth place (68%), Lloyds Bank coming in sixth (65%) and Barclays in seventh place with 63%.

Bank of Scotland came in eighth (62%), Halifax ninth (61%), NatWest tenth (57%) and HSBC and The Co-Operative Bank coming in join eleventh place with 55%.

Bringing up the rear, Santander came in thirteenth place with a 54% recommendation rate, TSB following with 52%, Virgin Money in fifteenth place with 50% and Royal Bank of Scotland and Tesco Bank coming join last at 48%

For online and mobile banking services, Monzo and Starling Bank held their top positions, with 88% and 87% respectively.

The full results can be found here.



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