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Independent service quality survey results

Personal current accounts

Published February 2020

As part of a regulatory requirement, an independent survey was conducted to ask approximately 865 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

1st rank, Metro Bank 82%
1st rank, first direct 82%
3rd rank, Nationwide 74%
4th rank, Barclays 66%
5th Rank, Lloyds Bank 64%

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

1st rank, Barclays 86%
2nd rank, first direct 85%
3rd rank, Metro Bank 83%
4th rank, Nationwide 80%
5th rank, Bank of Scotland 79%
8th rank, Lloyds Bank 76%

Overdraft services

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

Ranking

1st rank, first direct 77%
2nd rank, Metro Bank 67%
3rd rank, Barclays 65%
3rd rank, HSBC 65%
3rd rank, Santander 65%
7th rank, Lloyds Bank 61%

Services in branches

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

Ranking

1st rank, Metro Bank 85%
2nd rank, Nationwide 79%
3rd rank, Lloyds Bank 73%
3rd rank, Barclays 73%
5th rank, Santander 72%

These results are from an independent survey carried out between January 2019 and December 2019 by Ipsos MORI as part of a regulatory requirement.

Lloyds 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, Yorkshire Bank.

Approximately 865 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.

13,828 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