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Independent service quality survey results

Personal current accounts

Published August 2022

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 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

Independent overall service quality survey results for 1st equal place Starling Bank 81%

Independent overall service quality survey results for 1st equal place Monzo 81%

Independent overall service quality survey results for 3rd place first direct 78%

Independent overall service quality survey results for 4th place Metro Bank 72%

Independent overall service quality survey results for 5th place Nationwide 68%

Independent overall service quality survey results for 9th place Bank of Scotland 60%

View the full set of resultsService quality results

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found herePersonal service quality information.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.