Top of main content

Independent service quality survey results

Personal current accounts

Independent service quality survey results

Personal current accounts

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

Great Britain

Independent service quality survey results
Personal current accounts

Published August 2023

 

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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.

Overall Service Quality. We asked customers how likely they would be to recommend their personal current account provider to friends and family. Ranking: 1 Monzo 80% 2 Starling bank 79% 3 first direct 78% equal 4 Nationwide 67% equal 4 Metro bank 67% 12 HSBC UK 55%.
Online and mobile banking services. We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family. Ranking: 1 Starling Bank 85% 2 Monzo 84%  3 first direct 80% 4 Halifax 78% 5 Barclays 77% equal 11 HSBC UK 70%.
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 Monzo 74% 2 Starling Bank 73% 3 first direct 72% 4 Metro Bank 66% equal 5 Bank of Scotland 63% 11 HSBC UK 55%
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: 1 Metro Bank 72% equal 2 Bank of Scotland 69% equal 2 Halifax 69% 4 Nationwide 68% 5 Lloyds Bank 67% 12 HSBC UK 52%

These results are from an independent survey carried out between July 2022 and June 2023 by Ipsos as part of a regulatory requirement.

HSBC UK 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, 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.

16,046 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

Find out more about the additional ways we can support our personal current account customers.

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

 

Northern Ireland

Independent service quality survey results
Personal current accounts

Published August 2023

 

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.

Overall Service Quality. We asked customers how likely they would be to recommend their personal current account provider to friends and family. Ranking: equal 1 Monzo 81% equal 1 Starling Bank 81% 3 Barclays 72% 4 Halifax 71% equal 5 HSBC UK 69%
Online and mobile banking services. We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family. Ranking: 1 Starling Bank 86% 2 Halifax 85% 3 Monzo 82% 4 HSBC UK 81% 5 Barclays 80%
Overdraft services. We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family. Ranking: 1 Barclays 77% equal 2 HSBC UK 74% equal 2 Halifax 74% 4 Monzo 72% 5 Nationwide 70%
Services in branches. We asked customers how likely they would be to recommend their provider’s branch services to friends and family. Ranking: equal 1 Barclays 74% equal 1 Nationwide 74% 3 Halifax 73% 4 HSBC UK 69% 5 Santander 68%

These results are from an independent survey carried out between July 2022 and June 2023 by Ipsos as part of a regulatory requirement.

HSBC UK 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.

5,528 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

Find out more about the additional ways we can support our personal current account customers.

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

It's easy to answer your query online. Visit our Help page to find out how.