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Published February 2021
As part of a regulatory requirement, an independent survey was conducted to ask approximately 1000 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.
We asked customers how likely they would be to recommend their personal current account provider to friends and family.
Ranking | Bank | Quality |
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1 |
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2 |
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3 |
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4 |
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5 |
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14 |
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We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.
Ranking | Bank | Quality |
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1 |
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2 |
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3 |
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4 |
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5 |
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13 |
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We asked customers how likely they would be to recommend their provider's overdraft services to friends and family.
Ranking | Bank | Quality |
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1 |
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1 |
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3 |
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4 |
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5 |
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13 |
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We asked customers how likely they would be to recommend their provider’s branch services to friends and family.
Ranking | Bank | Quality |
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1 |
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2 |
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3 |
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3 |
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5 |
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7 |
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These results are from an independent survey carried out between January 2020 and December 2020 by Ipsos MORI as part of a regulatory requirement.
Yorkshire Bank 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, Clydesdale Bank*, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money and Yorkshire Bank*.
Approximately 1000 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.
17,069 people were surveyed in total.
Results are updated every six months, in August and February.
* Interviews with customers of Clydesdale Bank and Yorkshire Bank are reported as Virgin Money.
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 here.
If you have a current account with us, you can find information about the key ways we can support you when you need us here.
You are here: Personal Banking > Current accounts > Service quality indicators
Your digital services have had a Virgin Money makeover. Make the move today by using the new Virgin Money internet banking service.
There are no changes to your account information or login details, the only difference is that you can now sign in to the new Virgin Money internet banking service as well. For now you can still log on through Yorkshire Bank if you’d prefer.
Here's to a life more Virgin.
Continue to Virgin Money Internet Banking
Continue to Yorkshire Bank Internet Banking as normalYour digital services have had a Virgin Money makeover.
There are no changes to your account information or login details, and you'll recognise the layout of the system once you click through. The only difference is that you will now sign in with the new Virgin Money Business Internet Banking service.
Here's to a life more Virgin.
Continue to Virgin Money Business Internet BankingYou can find impartial information and guidance on money matters on the “Money advice service” website.
Yorkshire Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.