Personal banking service quality

Financial Services

Independent service quality survey results

17 February 2025

Financial Services

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Ipsos in the UK

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Personal current accounts – latest results

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 in Great Britain and approximately 500 customers of each of the 11 largest personal current account providers in Northern Ireland if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Starling Bank has notified the Competition and Markets Authority (CMA) that there was an error with the sample sent to Ipsos for survey interviewing between January to October 2024, which meant that it did not fully represent its PCA customer base. The issue was rectified for survey interviews taking place in November and December 2024. The CMA’s assessment to date is that the potential impact of this error on the GB survey results for Starling Bank is likely to be negligible and would likely not have impacted the ranking. For the NI survey results, Starling Bank’s results may be slightly overstated, but not to the extent that it would have been likely to have changed its ranking in the tables.

For the latest published results, please select the region you wish to view below.