Business Banking Service Quality: Great Britain Results
Date Published: August 2025
These results are from an independent survey carried out between July and June 2025 by BVA BDRC (now part of Ipsos) as part of a regulatory requirement, and we have published this information at the request of the providers and 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.
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.
To go straight to a particular set of results, follow the links below.
- Overall service quality
- Online and mobile banking services
- SME overdraft and loan services
- Relationship/account management
- Service in branches and business centres
Alternatively, you can download the full results as a PDF here.
If you’d like to learn more about the methodology used, you can download a detailed guide here.
Overall service quality
Online and mobile banking services
SME overdraft and loan services
Relationship/account management
Service in branches and business centres
Providers participating in the survey in Great Britain: Bank of Scotland, Barclays, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, Mettle, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Cooperative Bank, Tide, TSB, Virgin Money and 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.
20,600 people were surveyed in total.
Results are updated every six months, in August and February.
Starling Bank failed to include holders of Starling Sole Trader Accounts in the customer lists it provided to BVA BDRC (now part of Ipsos) as they ought to have done for interviews taking place between January to September 2024 and these customers are therefore excluded from the survey for this period. Further details are set out in the Competition and Market Authority (CMA)’s letter to Starling Bank. The issue was rectified for interviewing taking place in Q4 2024, from October 2024. The CMA’s assessment to date is that the impact on the survey results is likely to have been negligible and would likely not have impacted the ranking.
*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.
If you’d like to learn more about the methodology used, you can download a detailed guide here.
