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Independent service quality survey results

Personal current accounts

Published February 2020

As part of a regulatory requirement, an independent survey was conducted to ask approximately 865 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

Ranking Bank Quality
1 Metro Bank 83%
2 first direct 82%
3 Nationwide 74%
4 Santander 63%
4 Lloyds Bank 63%
11 Clydesdale Bank 56%

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

Ranking Bank Quality
1 Metro Bank 85%
2 Barclays 83%
2 first direct 83%
4 Halifax 80%
5 Nationwide 79%
14 Clydesdale Bank 67%

Overdraft services

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

Ranking

Ranking Bank Quality
1 first direct 74%
2 Metro Bank 70%
3 HSBC UK 62%
3 Nationwide 62%
5 Halifax 61%
14 Clydesdale Bank 48%

Services in branches

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

Ranking

Ranking Bank Quality
1 Metro Bank 84%
2 Nationwide 80%
3 Lloyds Bank 71%
4 HSBC UK 70%
5 TSB 69%
10 Clydesdale Bank 65%

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

Clydesdale Bank 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: Bank of Scotland, Barclays, Clydesdale Bank, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Nationwide, NatWest, Royal Bank of Scotland, Santander, Tesco Bank, The Co-Operative Bank, TSB, Yorkshire Bank.

Approximately 865 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

13,828 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.

If you have a current account with us, you can find information about the key ways we can support you when you need us here.

You are here:  Personal Banking  >  Current accounts  >  Service quality indicators

You can find impartial information and guidance on money matters on the “Money advice service” website.
Clydesdale Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.