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Published February 2025

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,200 customers of each of the 16 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their business current account provider to other SMEs.

Ranking

Overall service quality: Virgin Money is ranked at 9th place for overall service quality with 59% compared to; Monzo at 85%, Starling Bank at 82%, Handelsbanken at 77%, Tide at 75% and ZEMPLER BANK at 69%.

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

Ranking

Online and Mobile Banking: Virgin Money is ranked at 12th place for overall service quality with 62% compared to; Monzo at 88%, Starling Bank at 86%, tide at 77%, ZEMPLER BANK at 75% and Lloyds Bank at 70%.

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider’s SME overdraft and loan services to other SMEs.

Ranking

SME Overdraft and loans: Virgin Money is ranked at 4th place for overall service quality with 58% compared to; Handelsbanken at 68%, Metro Bank at 61%, Santander at 60%, Royal Bank of Scotland at 56%.

Relationship/account management

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.

Ranking

Relationship Account Management: Virgin Money is ranked at 8th place for overall service quality with 58% compared to; Handelsbanken at 85%, Monzo at 77%, Starling Bank at 76%, Metro Bank at 65% and tide at 65%.

Service in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centre services to other SMEs.

Ranking

Service Branches: Virgin Money is ranked at 4th place for overall service quality with 54% compared to; Handelsbanken at 72%, Metro Bank at 69%, Lloyds Bank at 56%, Bank of Scotland at 52%.

These results are from an independent survey carried out between January 2024 and December 2024 by BVA BDRC as part of a regulatory requirement.

Virgin Money has published this information at the request of the Competition and Markets Authority so you can compare the quality of service from business current account providers. In providing this information, we are not giving you any advice or making any recommendation to you and we can only give you information about our own products and services.

SME customers with business current accounts were asked how likely they would be to recommend their provider, their provider’s online and mobile banking services, services in branches and business centres, SME overdraft and loan services and relationship/account management services to other SMEs.

The results show the proportion of customers of each provider, among those who took part in the survey, who said they were ‘extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Cooperative Bank, Tide, TSB, Virgin Money, Zempler Bank**.

Approximately 1,200 customers a year are surveyed across Great Britain for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

19,400 people were surveyed in total.

Results are updated every six months, in August and February.

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

**Interviews with customers of Cashplus Bank are reported as Zempler Bank.

To find out more visit BVA-BDRC.com/business-banking-service-quality