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A survey of thousands of individuals and small businesses shows how well banks are looking after their customers as people face the rising cost of living.

Following its investigation into the retail banking sector, the Competition and Markets Authority (CMA) made it compulsory for all relevant banks to take part in these surveys, so customers get the full picture. Account providers must display their ranking prominently both in branch and on their websites and apps.

Personal and small business current account holders were asked how likely they would be to recommend their provider to a friend, relative or other business. The survey also covered the quality of online and mobile provision, branch and overdraft services and, for small businesses, the quality of the relationship management they receive.

The results show customers how their bank is ranked on overall quality of service and make it easier for people to compare offers. They also promote competition between providers, resulting in better experiences for all account holders.

Great Britain results

Overall, the top-ranked personal current account providers in Great Britain are:

Starling Bank (=1st)
Monzo (=1st)
first direct (3rd)


Overall, the bottom-ranked personal current account providers in Great Britain are:

Royal Bank of Scotland (16th)
Virgin Money (15th)
TSB (14th)

Overall, the top-ranked business current account providers in Great Britain are:

Starling Bank (1st)
Monzo (2nd)
Handelsbanken (3rd)

Overall, the bottom-ranked business current account providers in Great Britain are:

The Co-operative Bank (15th)
Virgin Money (=13th)
HSBC UK (=13th)