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Published February 2023

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 16 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

Independent survey results for overall service quality. Virgin Money in position 14 amongst competitors. 49% customers are likely to recommend their personal current account provider to friends and family.

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 14th place for overall service quality with 64% compared to; Starling Bank at 84%, Monzo at 84%, Bank of Scotland at 78%, Halifax at 78% and Barclays 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 11th place for overall service quality with 59% compared to; Starling Bank at 70%, Monzo at 67%, Bank of Scotland at 65%, Halifax at 63%.

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 56% compared to; Metro Bank at 74%, Nationwide at 71%, Royal Bank of Scotland at 71%, Halifax at 70% and Lloyds Bank at 66%.

These results are from an independent survey carried out between January 2022 and December 2022 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, first direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, TSB, and Virgin Money.

Approximately 1,000 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.

16,035 people were surveyed in total.

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

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

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