The best and worst banks for customer service and handling complaints have been revealed in a new poll by consumer champion Which?.
Challenger banks Starling, Monzo, and Triodos topped the score table, with each lender receiving five stars for how they treat customers.
Starling and Monzo also got five stars each for their mobile apps, while Triodos was awarded three stars.
Overall, the customer score for Starling was 85% while both Monzo and Triodos received a score of 83% each.
Starling Bank also received a high enough score in Which?’s product analysis to be named a Which? recommended provider.
It is joined by First Direct and Nationwide Building Society in gaining that title.
On the opposite end of the table, Royal Bank of Scotland, HSBC and TSB scored 56%, 57% and 59% respectively.
Each bank was awarded only three stars each for their customer service and how they handle customer complaints.
Starling Bank, Monzo, and Triodos were not rated on their customer complaint procedures as Which? didn’t receive enough responses to offer a rating.
Which? said Monzo and Triodos missed out on becoming recommended provider as they haven’t signed up to an important industry code for reimbursing scam victims.
Revolut was also not awarded the recommended status as it is not covered by the Financial Services Compensation Scheme.
Which? surveyed more than 4,400 members of the public on their opinions of their current account providers.
Do you agree with the Which? results? Let us know in the comments below.
When the consumer champion asked people what they like about their current accounts, most cited online banking facilities (47%), positive past experiences (34%) and mobile banking facilities (32%).
However, not everyone manages their finances using online banking via a smartphone – one in seven (13%) current account holders never use it and five per cent use it less than once a month.
Of those who never or rarely use mobile banking, half (49%) said it is because they prefer to use online banking via a computer or tablet.
Around four in 10 (43%) do not feel the need to use it and three in 10 (31%) think it poses too much of a security risk.
Jenny Ross, Which? money editor, said: “While many current account holders stick with their banks over many years, we found leading challenger banks are ahead of the traditional high street names in terms of customer satisfaction.
“Our research shows a clear gap between the best and worst providers and this should encourage customers unhappy with their service to switch banks, as it’s never been easier.
“With the cost of living soaring, it’s vital to get the most out of your current account.
“Switching can bring great incentives such as cash bonuses, accounts paying interest on your balance and even cashback on your purchases.”
