Service Quality Results


Great Britain results Northern Ireland results

Independent service quality survey results

Personal current accounts - published February 2024

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 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 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%
Scores from customers in Great Britain who were asked how likely they'd be to recommend their provider's online and mobile banking services to friends & family. Rankings: 1 Starling Bank, 84%; 1 Monzo, 84%; 3 First Direct, 80%; 4 Halifax, 79%; 5 Lloyds Bank, 77%; 7 Santander, 73%
Scores from customers in Great Britain who were asked how likely they'd be to recommend their provider's overdraft services to friends and family. Rankings: 1 Starling Bank, 77%; 2 Monzo, 74%; 3 First Direct, 71%; 4 Lloyds Bank, 67%; 4 Metro Bank, 67%; 11 Santander, 55%
Scores from customers in Great Britain who were asked how likely they'd be to recommend their provider's branch services to friends and family. Rankings: 1 Nationwide, 74%; 1 Metro Bank, 74%; 3 Lloyds Bank, 70%; 4 Bank Of Scotland, 69%; 5 Halifax, 68%; 6 Santander, 64%

These results are from an independent survey carried out between January 2023 and December 2023 by Ipsos MORI as part of a regulatory requirement.

Santander 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, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, Virgin Money.

Approximately 1,000 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.

16,088 people were surveyed in total.

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

Visit Ipsos' independent service quality survey results page for more information.

Great Britain results Northern Ireland results

Independent service quality survey results

Personal current accounts - 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.

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%
Scores from customers in Northern Ireland who were asked how likely they'd be to recommend their provider's online and mobile banking services to friends & family. Rankings: 1 Starling Bank, 84%; 2 Monzo, 83%; 2 Halifax, 83%; 4 HSBC, 80%; 5 Barclays, 79%; 6 Santander, 77%
Scores from customers in Northern Ireland who were asked how likely they'd be to recommend their provider's overdraft services to friends and family. Rankings: 1 Monzo, 75%; 2 Halifax, 71%; 3 Barclays, 70%; 3 HSBC, 70%; 5 Santander, 63%
Scores from customers in Northern Ireland who were asked how likely they'd be to recommend their provider's branch services to friends and family. Rankings: 1 Nationwide, 72%; 1 Halifax, 72%; 3 Barclays, 70%; 4 Danske Bank, 67%; 5 Santander, 64%

These results are from an independent survey carried out between January 2023 and December 2023 by Ipsos MORI as part of a regulatory requirement.

Santander 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.

5,535 people were surveyed in total.

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

Visit Ipsos' independent service quality survey results page for more information

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