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Published February 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 49% compared to; Chase at 81%, Monzo at 80%, Starling Bank at 79%, First Direct at 75% and Nationwide 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 friends and family.

Ranking

Online and mobile banking services: Virgin Money is ranked at 16th place for overall service quality with 61% compared to; Monzo at 86%, Chase at 85%, Starling Bank at 84%, First Direct at 79% and Halifax at 79%.

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 15th place for overall service quality with 49% compared to; Monzo at 77%, Starling Bank at 74%, Llyods Bank at 73%, Halifax at 71% and First Direct at 69%.

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 10th place for overall service quality with 60% compared to; Nationwide at 78%, Metro Bank at 71%, Halifax at 70%, Llyods Bank at 69% and Royal Bank of Scotland at 69%.

These results are from an independent survey carried out between January 2024 and December 2024 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.

17,234 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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