UK banks have been ranked from best to worst based on their customer service, with digital providers coming out on top.
The large-scale annual survey, published by the Competition and Markets Authority (CMA), scores banks on a range of services including online banking, overdrafts and in-store experience.
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Monzo has been crowned the number one bank for consumers in Britain and Northern Ireland.
The popular online challenger, which operates entirely through a mobile app, currently has over 13million customers in the UK.
Two other digital banks, Chase and Starling, were ranked in joint second for their customer service.
Nationwide and Starling, meanwhile, ranked as the second and third best banks respectively for customer service in Northern Ireland.
Royal Bank of Scotland was found to have the worst customer service out of the 17 personal current account providers that were ranked.
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Out of the business current account providers, Monzo again came out on top, while Mettle, a new online bank for sole traders and companies of up to two owners, came in second.
The Co-Operative Bank was ranked as Britain’s worst business current account provider for customer service.
Introduced by the CMA as part of its Retail Banking Order, the banking satisfaction survey is an annual review carried out by research companies Ipsos and BVA-BDRC.
The survey asks around 1,000 customers of each of the 17 biggest personal current account providers in Britain and around 500 customers of each of the 12 biggest personal current account providers in Northern Ireland if they would recommend their provider to friends and family.
The results represent the view of customers who took part in the survey, which was carried out between July 2024 and 2025.
Banks must display the results of the survey prominently both online and in branches, so customers can see how their branch is faring.
CMA director of markets Daniel Turnbull said: “This data puts power into customers’ hands.
“Whether it’s for a personal or business account, people can see how their bank fares against others – and stay or switch, according to their needs.
“It also puts pressure on banks to listen to feedback and think about whether the services they provide are really working for customers.”
Karen Tiltman, general manager for UK operations at Monzo, said topping the tables is “a recognition of the hard work and dedication of everyone at Monzo”.
SWITCH AND EARN
Banks are always looking for ways to attract new customers, and many offer free cash if you make the switch.
Right now, you can get up to £175 in cash and freebies by setting up a new account or switching.
Barclays is offering £175 to new customers who switch to a Barclays Bank Account or Premier Current Account.
You can apply through the Barclays app, and you must complete a full switch through the Current Account Switch Service (CASS) to get the offer.
First Direct is also offering new customers £175 for switching to its 1st Account.
NatWest, meanwhile, is offering a £125 switching incentive to new customers, and you can earn an additional £50 by opening a linked savings account.
Deals like this come and go regularly so its worth moving quickly if you think it’s for you, as they can be pulled at any time.
But beware – you’ll need to tick off a list of strict requirements before that free cash lands in your new bank account.
Check the terms and conditions for the bank you’re planning on switching to before moving over.
How do I switch bank accounts?
SWITCHING bank accounts is a simple process and can usually be done through the Current Account Switch Service (CASS).
Dozens of high street banks and building societies are signed up – there’s a full list on CASS’ website.
Under the switching service, swapping banks should take seven working days.
You don’t have to remember to move direct debits across when moving, as this is done for you.
All you have to do is apply for the new account you want, and the new bank will tell your existing one you’re moving.
There are a few things you can do before switching though, including choosing your switch date and transferring any old bank statements to your new account.
You should get in touch with your existing bank for any old statements.
When switching current accounts, consider what other perks might come with joining a specific bank or building society.
Some banks offer 0% overdrafts up to a certain limit, and others might offer better rates on savings accounts.
And some banks offer free travel or mobile phone insurance with their current accounts – but these accounts might come with a monthly fee.
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