Independent service quality survey results

These results are from an independent survey carried out between July 2023 and June 2024 by Ipsos as part of a regulatory requirement.

TSB 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, Chase, 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.

17,111 people were surveyed in total.

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

To find out more, visit: Ipsos.uk/personal-banking-service-quality

The requirement to publish the Financial Conduct Authority Service Quality Information for Personal Current Accounts can be found on our FCA service quality indicators page.

Help for customers in vulnerable circumstances can be found on our Supporting Customers page.