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Published August 2025

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 largest personal current account providers if they would recommend their provider to friends and family. 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 personal current account provider to friends and family.

Ranking

Overall service quality: Virgin Money is ranked at 16th place for overall service quality with 50% compared to; Monzo at 82%, Chase at 78%, Starling Bank at 78%, First Direct at 75% and Nationwide at 70%.

Online and mobile banking services

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

Ranking

Online and mobile banking services: Virgin Money is ranked at 16th place for overall service quality with 59% compared to; Monzo at 87%, Starling Bank at 84%, Chase at 83%, Halifax at 79% and First Direct at 78%.

Overdraft services

We asked customers how likely they would be to recommend their provider’s overdraft services to friends and family.

Ranking

Overdraft services: Virgin Money is ranked at 12th place for overall service quality with 55% compared to; Monzo at 78%, Starling Bank at 75%, Llyods Bank at 72%, Nationwide at 70% and Halifax at 70%

Services in branches

We asked customers how likely they would be to recommend their provider’s branch services to friends and family.

Ranking

Services in branches: Virgin Money is ranked at 9th place for overall service quality with 62% compared to; Nationwide at 76%, Halifax at 73%, Metro Bank at 71%, Santander at 67% and Llyods Bank at 65%.

These results are from an independent survey carried out between July 2024 and June 2025 by Ipsos 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 personal 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.

Customers with personal 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 overdraft services to friends and family.

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, Chase, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, Virgin Money.

Approximately 1000 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.

17,246 people were surveyed in total.

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

To find out more visit ipsos.com/en-uk/personal-banking-service-quality

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