Monzo ranked number one bank for customer service in UK



Online bank Monzo has topped the charts for customer service amongst UK banks in the latest Ipsos MORI Personal Banking Service Quality survey.

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.

Monzo came top of the listing with 86% of respondents saying they would recommend the bank. The lender also ranked first for online and mobile banking services. Challenger bank Starling Bank came second at 84% and came first in terms of overdraft services. First Direct took third place for overall service quality with 83%.

Coming in at number four for overall service quality is Metro Bank with 81% it was also the most recommended bank for in-branch service. Nationwide came fifth for service quality with 71% and Barclays and Halifax were joint 6th joint with 62%.

Lloyds Bank and Virgin Money featured in the listing at joint 9th place with 60% of respondents saying they would recommend them.

HSBC UK was listed in 11th place with 59%, NatWest and Bank of Scotland were joint in 12th place with a 58% recommendation rate.

Clydesdale Bank and TSB were both 16th in the listing with just 51% of those surveyed saying they would recommend them.

Royal Bank of Scotland saw just 46% of respondents recommend them as a current account provider with Tesco Bank coming at last place with 44%,

These results are from an independent survey carried out between July 2019 and June 2020 as part of a regulatory requirement at the request of the Competition and Markets Authority so consumers can compare the quality of service from personal current account providers. 

A total of 19,141 people were surveyed.



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