Independent service quality survey results

Personal current accounts

Published August 2022

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

 

Independent overall service quality survey results for 1st place Starling Bank 81%
Independent overall service quality survey results for 2nd place Monzo 80%
Independent overall service quality survey results for 3rd place Nationwide 71%
Independent overall service quality survey results for 4th place HSBC UK 69%
Independent overall service quality survey results for 5th equal place Barclays 65%
Independent overall service quality survey results for 7th place 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

 

Independent online and mobile banking service survey results for 1st place Starling Bank 86%
Independent online and mobile banking service survey results for 2nd place Monzo 83%
Independent online and mobile banking service survey results for 3rd place Barclays 80%
Independent online and mobile banking service survey results for 4th equal place Nationwide 79%
Independent online and mobile banking service survey results for 4th equal place Halifax 79%

Overdraft services

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

Ranking

 

Independent overdraft service survey results for 1st place Barclays 70%
Independent overdraft service survey results for 2nd place HSBC UK 68%
Independent overdraft service survey results for 3rd place Monzo 65%
Independent overdraft service survey results for  4th equal place Bank of Ireland UK 59%
Independent overdraft service survey results for 4th equal place Ulster Bank 59%
Independent overdraft service survey results for 8th equal place Halifax 56%

Services in branches

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

Ranking

 

Independent services in branch survey results for 1st place Nationwide 78%
Independent services in branch survey results for 2nd place Barclays 72%
Independent services in branch survey results for 3rd place Santander 71%
Independent services in branch survey results for 4th place Ulster Bank 69%
Independent services in branch survey results for 5th place Danske Bank 68%
Independent services in branch survey results for 6th place Halifax 65%

These results are from an independent survey carried out between July 2021 and June 2022 by Ipsos 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, Monzo, Nationwide, Santander, Starling Bank, 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.

5,550 people were surveyed in total.

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

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

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