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Independent service quality survey results

Personal current accounts (GB)

Published February 2026

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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.

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, 82%; 2 Starling Bank, 77%; 3 Nationwide, 75%; 4. first direct, 74%; 5 Chase, 72%; 12 = Santander, 57%

Personal current accounts (NI)

Published February 2026

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 12 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, 81%; 2 Nationwide, 78%; 3 Starling Bank, 75%; 4 HSBC UK, 71%; 5 Chase, 69%; 8 = Santander, 60%

Authorised push payment (APP) scams happen when someone is tricked into transferring money to a fraudster’s bank account. Information about Santander’s performance prior to the introduction of the reimbursement requirement in October 2024 can be found in PSR’s latest APP Scams Performance Report published in February 2026.