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Independent service quality survey results

Personal current accounts (GB)

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

Personal current accounts (GB) Overall service quality survey results. Ranking 1st place monzo 80%, 2nd place Starling Bank 79%, 3rd place first direct 78%, equal 4th place Nationwide 67%, equal 4th place Metro Bank 67%, equal 6th place Halifax 64%

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 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

Personal current accounts (NI) Overall service quality survey results. Ranking equal 1st place monzo 81%, equal first place Starling Bank 81%, 3rd place Barclays 72%, 4th place Halifax 71%, equal 5th place HSBC UK 69%

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) fraud rankings in 2022

Authorised push payment (APP) fraud happens when someone is tricked into transferring money to a fraudster’s bank account. These charts use data given to the Payment Systems Regulator (PSR) by major banking groups in the UK in 2022. You can read the full report by visiting www.psr.org.uk/app-fraud-data

Share of APP fraud refunded. This data shows the proportion of total APP fraud losses that were reimbursed, out of 14 firms. Higher figure is better.

APP fraud sent per £million transactions. This data shows the amount of APP fraud sent per million pounds of transactions, out of 14 firms. Lower figure is better.

APP fraud received per £million transactions: smaller UK banks and payment firms. This data shows the amount of APP fraud received per million pounds of transactions, ranked out of 20 firms. Lower figure is better.

APP fraud received per £million transactions: major UK banks and building societies. This data shows the amount of APP fraud received per million pounds of transactions, ranked out of 20 firms. Lower figure is better.

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 here to help with any questions you may have.