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UK's best and worst banks as ranked by Money Saving Expert's Martin Lewis - and with some surprises

Mirror logo Mirror 11/03/2018 Josh Parry

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 Martin Lewis’ website Moneysavingexpert.com has revealed the UK’s best banks for customer service.

The TV presenter, and founder of the UK’s biggest consumer website, runs a bi-annual banking customer service poll, which ranks banks based on the opinions of their customers.

Almost 7,000 people responded to their survey - which asked them to rate their current account - and ranked First Direct as the top dog for customer service - with 91% branding them “great.”

RBS had a less impressive 28% of customers deeming it great, with almost 1/3 of customers branding them “poor.”

Nationwide retained its place as runner-up, again ahead of Co-op Bank and Smile (part of the same group), but TSB moved up to fourth, switching places with Santander. Tesco Bank claimed sixth place, ahead of Halifax, which remained in seventh.

Helen Saxon, chief product analyst at MoneySavingExpert.com, said: “As the old saying goes, customer service is king. When it comes to bank accounts it can have a massive impact on your finances if something goes wrong.

“Yet again, many of the old-school banks are stuck at the bottom of the table, and will have to work hard to keep customers from defecting to the top service scorers.

“Switching only takes seven working days, so if you aren’t happy, there’s no excuse not to vote with your feet.

"And some of these banks with great customer service scores will even pay you to switch.”

a man wearing a suit and tie: Credits: Sunday Mirror © Provided by Trinity Mirror Shared Services Limited Credits: Sunday Mirror

The full table for current account customer service -

RANK/PROVIDER/GREAT/OK/POOR

1 - First Direct / 91% / 7% / 2%

2 - Nationwide Building Society / 77% / 18% / 5%

3 - Co-op and Smile / 63% / 29% / 8%

4 - TSB / 62% / 30% / 8%

5 - Santander / 61% / 31% / 8%

6 - Tesco Bank / 57% / 32% / 11%

7 - Halifax / 51% / 36% / 13%

8 - Clydesdale & Yorkshire Bank / 48% / 32% / 20%

9 - Barclays / 45% / 37% / 18%

10 - Lloyds / 45% / 34% / 21%

11 - Natwest / 42% / 39% / 19%

12 - HSBC / 41% / 38% / 21 %

13 - RBS / 28% / 43% / 29%

What the best and worst ranked banks say

Martyn Lewis posing for the camera: Credits: Publicity Picture © Provided by Trinity Mirror Shared Services Limited Credits: Publicity Picture  Joe Gordon, head of First Direct, said: “First Direct’s been pioneering amazing service since 1989 but, in more recent years, where mortgages, current accounts, credit cards and loans are becoming increasingly commoditised, concentrating on traditional customer service, crucial as it is, isn’t enough.

“Customer service is now more than person to person. It now starts on social media, it starts on the website, on the apps. It’s about being human without always having human contact – being easy to do business with, caring about customers, being playful even. Businesses need to constantly evolve, but you must always put the customer experience above all else.”

An RBS spokesperson said: “Our own customer feedback is helping us to listen, learn and react quickly to customer concerns and also to better understand what we are doing well.

"When we ask our customers about our branches, telephone service, digital service, products and people, we compete strongly.

"For example our award winning mobile app is highly rated by our customers.

“While we know we still have much to do, we’re making progress and we are working hard to become the number one bank for customer service.”

Related video: Brexit could cost UK banks a pretty penny (CNBC)

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