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Independent service quality survey results

Personal current accounts (GB)

Published August 2024

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 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

Personal current accounts (GB) Overall service quality survey results. Ranking 1st place monzo 80%, 2nd place Starling Bank 79%, 3rd place Chase 78%, 4th place first direct 74%, 5th place Nationwide 70%, equal 7th place Halifax 66%

View the full set of results

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

Personal current accounts (NI)

Published August 2024

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

Personal current accounts (NI) Overall service quality survey results. Ranking 1st place monzo 80%, 2nd place Starling Bank 78%, 3rd place Nationwide 71%, equal 4th place Santander 66%, equal 4th place HSBC UK 66%, 6th place Halifax 65%

View the full set of results

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

Authorised push payment (APP) scams rankings in 2023

Authorised push payment (APP) scams happen when someone is tricked into transferring money to a fraudster’s bank account. These charts use data given to the Payment Systems Regulator by major banking groups in the UK in 2023. You can read the full report by visiting www.psr.org.uk/app-fraud-data

Share of APP scams refunded.
This is the proportion of total APP fraud losses that were reimbursed, ranked out of 14 firms.

APP scams sent per £million transactions.
This is the amount of money sent from the victim’s account to the scammer, ranked out of 14 firms.
For example, for every £1 million of Halifax, Bank of Scotland & Lloyds Bank transactions sent in 2023, £228 was lost to APP scams.

APP scams received per £million transactions: smaller UK banks and payment firms.
This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms.
For example, for every £1 million received into consumer accounts at Skrill, £18,550 of it was APP scams.

APP scams received per £million transactions: major UK banks and building societies.
This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms.
For example, for every £1 million received into consumer accounts at Halifax, Bank of Scotland & Lloyds Bank £128 of it was APP scams.

Halifax is part of the same group which includes Lloyds Bank and Bank of Scotland. The data shown here is a combination of these three brands.

We’ve put together some further guidance to help with any questions you may have.