New generation of banks ‘are best for customer service’: Big banks that deserted High Street to swell profits are slammed by consumer group
- Which? survey of 4,500 customers rated 24 banking brands
- Starling Bank finished top with an overall customer service score of 88 per cent
- RBS had 61 per cent, and TSB and Santander both scored 63 per cent
Big banks, which have deserted high streets to save money and boost profits, have been slammed for poor customer service.
They are being surpassed by the new generation of internet-first challengers, a survey of 4,500 customers has found.
Starling Bank finished top out of 24 banking brands rated, with an overall customer service score of 88 per cent.
Big banks, which have deserted high streets to save money and boost profits, have been slammed for poor customer service. RBS received a customer service score of 61 per cent
It was praised for ‘clear and honest communications’, the ease of opening an account and using its app, and speedy responses from its ‘excellent’ staff.
Monzo was ranked second with 82 per cent, while First Direct came third with a score of 79 per cent.
But all of the biggest banks finished outside the top six – with RBS at 61 per cent, and TSB and Santander, which both scored 63 per cent, in the bottom third of the table compiled by Which?
Which? said RBS holds this year’s unwanted record for the most two-star ratings in the survey, with customers criticising its telephone service, account benefits, complaints handling, branch service and overall customer service.
Which? money editor Jenny Ross said: ‘The leading challenger banks have cemented their position ahead of many of the UK’s biggest banking brands in terms of customer satisfaction, showing that innovation and modern ideas are shaking up the market.
‘However, it’s still good service that is truly valued by customers.’
Starling Bank finished top out of 24 banking brands rated, with an overall customer service score of 88 per cent