Major high-street banks fail Which?’s customer service test

All the UK’s major high-street banks scored below average in the latest Which? customer service ratings.

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

Bank of Scotland (49 per cent), Royal bank of Scotland (50 per cent), Lloyds banking group (51 per cent), Barclays (54 per cent), NatWest (56 per cent) and HSBC (60 per cent) all scored below the average. 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. ING Direct came second, with a score of 88 per cent, while Co-op and The One Account both scored 83 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. Halifax and Bank of Scotland were the next lowest scorers, both scoring 47 per cent.

Which? analysed the customer service ratings of 30 financial brands. Some 3,415 Which? members were asked about their mortgages in January 2012 and July 2012.

Which? executive director Richard Lloyd says: “Consumers are constantly being let down when it comes to customer service. This is not good enough, we want to see fundamental changes in the culture of banking and a return to banking for customers, not bankers.

“Our survey shows that those banks that go the extra mile to keep their customers happy are rated far higher than banks who may offer slightly better products or interest rates. All banks need to start putting customers first.”

See the full results below: