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Independent service quality survey results

Personal current accounts

Published August 2019

As part of a regulatory requirement, an independent survey was conducted to ask approximately 860 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

We asked customers how likely they would be to recommend their personal current account provider to friends and family.

Ranking

Ranking Bank Quality
1 Metro Bank 82%
1 first direct 82%
3 Nationwide 74%
4 Barclays 66%
5 Lloyds Bank 64%
9 Yorkshire Bank 59%

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to friends and family.

Ranking

Ranking Bank Quality
1 Barclays 86%
2 first direct 85%
3 Metro Bank 83%
4 Nationwide 80%
5 Bank of Scotland 79%
11 Yorkshire Bank 72%

Overdraft services

We asked customers how likely they would be to recommend their provider's overdraft services to friends and family.

Ranking

Ranking Bank Quality
1 first direct 77%
2 Metro Bank 67%
3 Barclays 65%
3 HSBC UK 65%
3 Santander UK 65%
13 Yorkshire Bank 50%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Ranking Bank Quality
1 Metro Bank 85%
2 Nationwide 79%
3 Lloyds Bank 73%
3 Barclays 73%
5 Santander UK 72%
9 Yorkshire Bank 67%

These results are from an independent survey carried out between July 2018 and June 2019 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, Nationwide, NatWest, Royal Bank of Scotland, Santander UK, Tesco Bank, The Co-Operative Bank, TSB and Yorkshire Bank.

Approximately 860 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.

13,760 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 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

You 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.