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Independent service quality survey results

Personal current accounts

Published February 2021

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 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

Ranking Bank Quality
1 Monzo 85%
2 first direct 83%
3 Starling Bank 82%
4 Metro Bank 76%
5 Nationwide 71%
14 Virgin Money 54%

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 Monzo 89%
2 Starling Bank 87%
3 first direct 84%
4 Nationwide 82%
5 Barclays 81%
13 Clydesdale Bank 68%

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 Metro Bank 69%
1 first direct 69%
3 Monzo 66%
4 Starling Bank 65%
5 Barclays 61%
13 Virgin Money 52%

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 82%
2 Nationwide 76%
3 Bank of Scotland 70%
3 Halifax 70%
5 Lloyds Bank 69%
7 Virgin Money 66%

These results are from an independent survey carried out between January 2020 and December 2020 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, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money and Yorkshire Bank*.

Approximately 1000 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.

17,069 people were surveyed in total.

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

* Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.

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.