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Independent service quality survey results

Personal current accounts

Published August 2020

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 9 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

 

Overall service quality - 1st Nationwide - 76%
Overall service quality - 2nd HSBC - 68%
Overall service quality - 2nd Barclays - 68%
Overall service quality - 4th Santander - 67%
Overall service quality - 5th Halifax - 62%

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

 

Online and mobile banking services - 1st Nationwide - 86%
Online and mobile banking services - 2nd Barclays - 85%
Online and mobile banking services - 3rd Santander - 83%
Online and mobile banking services - 4th Halifax - 81%
Online and mobile banking services - 4th Ulster Bank - 81%

Overdraft services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.

Ranking

 

Overdraft services - 1st HSBC - 70%
Overdraft services - 2nd Barclays - 65%
Overdraft services - 3rd Nationwide - 63%
Overdraft services - 4th Halifax - 62%
Overdraft services - 5th Danske Bank - 60%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

 

Services in branches - 1st Nationwide - 80%
Services in branches - 2nd HSBC - 75%
Services in branches - 3rd Santander - 73%
Services in branches - 4th Barclays - 70%
Services in branches - 5th Halifax - 68%

These results are from an independent survey carried out between July 2019 and June 2020 by Ipsos MORI as part of a regulatory requirement.

Halifax 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, Nationwide, Santander, 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.

4,545 people were surveyed in total.

Results are updated every six months, in August and February.

*Interviews with customers of First Trust Bank are now reported as AIB.

To find out more visit Ipsos.uk/personal-banking-service-quality