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Where does your bank rank in the performance tables?

Paloma Kubiak
Written By:
Paloma Kubiak

Banks are still not being clear about charges and how much customers could face in fees and penalties – but some are worse than others.

A survey by consumer group Which? asked current account customers to rate almost 5,000 accounts for a variety of day-to-day banking aspects, including how banks dealt with complaints, how clear charges and penalty fees are, on services received in branch, by phone, as well as online and mobile.

The findings show 14 out of 18 banks rated just two or three stars for transparency and none of the providers scored the maximum five stars.

First Direct topped the table with an overall customer rating of 85% and achieved five stars in six different areas of services offered, including communications, dealing with complaints, as well as online banking service.

The big banks fared less well scoring poorly for transparency of charges and penalties, as well as value for money.

RBS scored an overall satisfaction rating of 54%, HSBC 56%, Natwest 57%, Barclays 58% and Lloyds 59%.

WHICH table

Vickie Sheriff, director of campaigns and communications at Which?, said: “Day-to-day banking is an essential part of life and dealing with your bank should be simple and straightforward.

“While there are positive signs in some areas, such as online and mobile banking, banks have a long way to go in making their prices clear to stop people being hit with unexpected charges. If the banks aren’t doing enough to ensure their penalty fees are fair, it is right that the regulator should step in.”