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Major high-street banks fail Which? customer service test

All the UK’s major high-street banks scored below average in the latest Which? customer service ratings, with Santander voted the worst bank by Which? members.

Which? analysed the customer service ratings of 30 financial brands between August 2011 and July 2012.

Santander and Halifax were the bottom two, scoring 46 per cent and 48 per cent respectively, well below the average score of 62 per cent.

Bank of Scotland scored 49 per cent, Royal Bank of Scotland scored 50 per cent, Lloyds Banking Group scored 51 per cent, Barclays scored 54 per cent, NatWest scored 56 per cent and HSBC scored 60 per cent.

First Direct finished top with a score of 86 per cent followed by The One Account and Co-operative Bank in second and third, with scores of 80 per cent and 79 per cent respectively.

First Direct also finished top in the satisfaction table for mortgage customers, with a score of 90 per cent.

Santander mortgage customers were the most unsatisfied with the customer service they received, leaving the bank with a score of 41 per cent.

Which? has this week launched a new campaign, Big Change, which calls on banks to put customers first. A new piece of research from Which? surveying 2,060 adults shows only 11 per cent of people say they trust bankers to act in their best interests.

Your Mortgage Decision director Dominik Lipnicki says: “Most lenders have cut the numbers in their administration departments over the past couple of years, which has led to unacceptable service levels.”

See the full results below:



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