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First Direct, Monzo and Starling top current account customer satisfaction league table

Joanna Faith
Written By:
Joanna Faith
Posted:
Updated:
02/12/2019

First Direct has taken top spot in Which?’s latest current account customer satisfaction survey.

Starling Bank and Monzo came in second and third place respectively.

The annual survey quizzed 4,000 members of the public and found customers of the trio of challenger banks were most likely to recommend it to a friend or family member.

Users ranked the online and app-only brands highly for their customer service, application process, communication and transparency of charges.

Nationwide and M&S Bank also ranked high in the league table.

At the bottom end of the table, Ulster Bank received the lowest customer score, followed by Tesco Bank and Royal Bank of Scotland.

Gareth Shaw, head of money at Which?, said: “It’s clear that consumers value great customer service and easily accessible banking – and that applies whether they prefer to bank with a mobile app or a bricks-and-mortar branch.

“Traditional high street banks would do well to learn from their rivals challenging the status quo at the top of our survey. It seems they need to up their game to ensure they’re giving customers what they want when it comes to customer service, communication and transparency.

“Anyone unhappy with their bank should vote with their feet and switch to a new provider.”

Full table of results:

Provider Customer score
First Direct 84%
Starling Bank 83%
Monzo Bank 82%
Nationwide BS 78%
M&S Bank 76%
Metro Bank 75%
The Co-operative Bank 73%
Barclays Bank 70%
Halifax 70%
Santander 70%
Lloyds Bank 69%
NatWest 69%
Yorkshire Bank 69%
Danske Bank 66%
HSBC 66%
TSB 65%
Bank of Scotland 64%
Clydesdale Bank 63%
Royal Bank of Scotland 62%
Tesco Bank 60%
Ulster Bank 55%