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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:



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  • Post a comment
  • Jeff 19th September 2012 at 9:17 am

    3,415 mortgage “members” across 18 lenders (those given a score) is less than 200 surveyed from each lender, not exactly a robust survey then….

  • Selley T 18th September 2012 at 5:04 pm

    is this fair of Which? given they now offer whole of market advice and have advisers?

  • Selley 18th September 2012 at 5:03 pm

    is this fair of Which? given they now offer whole of market advice and have advisers?

  • Selley 18th September 2012 at 5:03 pm

    is this fair of Which? given they now offer whole of market advice and have advisers?

  • Rod Moulton 17th September 2012 at 2:20 pm

    This want stop any of these institutions continuing to boast about how consumer friendly they are and in the case of Natwest bragging about winning a zillion times mortgage lender of the year awards; unfortunately the building societies are often not much if any better – poor old consumer!

  • Doctor SP 17th September 2012 at 11:32 am

    Firstly, this was published in Which a couple of weeks back – did MS’ copy get lost in the post or something?

    Secondly, without giving reasons why people are unhappy, this isn’t exactly helpful information…

  • Andy Lees 17th September 2012 at 10:24 am

    To the first comment – its down to innaccurate reading as LLoyds TSB came 25th….

    Amazing how the banks with no branches come out better isnt it? 88% for mortgages from a Top Ten lender, and a relatively new one at that, shows how well ING Direct have done.Most of those surveyed will have been introduced clients which also highlights just how good their intermediary proposition is…

  • We're all doomed!!! 17th September 2012 at 9:25 am

    I’m not surprised Santander scores so poorly with their Mortgage clients. Their systems are so archic – the Mortgage Advisers have to continually fudge the IT system in order to proceed to the next stage, and they often get error messages in Spanish. Worst of all, the advisers are blamed if anything goes wrong – which often happens.

    They seriously need to address their IT issues.

  • Bradders 16th September 2012 at 10:44 pm

    Inaccurate reporting or inaccurate surveying? Halifax and Bank of Scotland are called out, then Lloyds Banking Group (the parent company for Halifax and BoS), but LloydsTSB appears not to have been included.