Just under 5,000 current account customers responded to our latest survey, with 49% of those who graded TSB saying its service was ‘poor’ and 23% deeming it ‘great’. The bank, which came fourth in our last poll in February, has seen months of chaos following its IT meltdown in April.
First Direct held onto its crown yet again, with a stonking 89% of those who rated the bank reporting ‘great’ service. It’s been unbeaten since we started the poll in 2010, and also topped the Competition and Markets Authority’s first official bank service league table earlier this month.
Yet First Direct is facing growing competition from digital challengers. 97% of the 99 respondents who rated app-based bank Monzo said its customer service was ‘great’ – but as only banks with 100 votes or more are counted in our official poll results, Monzo was one vote shy of taking top spot. Digital rival Starling also fared well, but also didn’t amass enough votes to rank – for more info on digital banks, see our App-based banking guide.
Once again Nationwide retained its place as runner-up, with Co-op and Smile coming in third. TSB’s fall from grace means that Santander has moved up a place to fourth, while RBS has been spared the wooden spoon to take second-last place. Other climbers include Lloyds, which has moved to fifth place from 10th, and HSBC, which claimed sixth place after coming 12th in our last poll.
If you’re unhappy with your bank’s service, take action and switch. See our Best Bank Accounts guide for full information, including how you can get a free £75 in cash or £185 in vouchers to switch.