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Support for Personal customers

Independent service quality survey results

Personal current accounts (GB)
Published February 2024

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.

Take a look at the latest published results

Overall service quality scores from customers in Great Britain who were asked how likely they'd be to recommend their personal current account provider to friends & family. Rankings: 1 Monzo, 80%; 2 Starling Bank, 78%; 3 First Direct, 77%; 4 Nationwide, 69%; 5 Halifax, 66%; 8 Santander, 61%

Personal current accounts (NI)
Published February 2024

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.

Take a look at the latest published results

Overall service quality scores from customers in Northern Ireland who were asked how likely they'd be to recommend their personal current account provider to friends & family. Rankings: 1 Monzo, 80%; 2 Starling Bank, 76%; 3 Nationwide, 67%; 4 Barclays, 66%; 4 Halifax, 66%; 5 Santander, 65%

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. 
 

Share of APP fraud refunded: TSB 91%; Nationwide 78%; HSBC and First Direct 73%; Barclays 70%; Santander 63%.

 

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 sent per million pounds of transactions for smaller firms: Clear Junction £10,355; BCB Group £7,079; Cashplus Bank £5,916; PayrNet £5,765; PPS EU SA £4,814

 

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 sent per million pounds of transactions: TSB £384; Santander £322; Metro Bank £280; Monzo £280; Lloyds Bank, Bank of Scotland and Halifax £274

 

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.
 

APP fraud received per million pounds of transactions for larger firms: Metro Bank £696; TSB £605; Starling Bank £307; Monzo £227; Santander £44