Since the last poll, First Direct has lost a little ground on Monzo and Starling. This echoes the bank’s own apology that its call waiting times have increased, due to misjudged demand as lockdowns lifted.
Its Trustpilot rating has plummeted far further – likely as those who have had problems have probably seen that as a destination to vent – while most customers in our poll still really rate it. One to keep an eye on.
The latest results mean two of the three top-rated banks are now app-only, and none of the top three has any branches.
At the other end of the scale, TSB took the wooden spoon, with only 30% of its customers saying its service was “great”. If you’re unhappy with your bank’s service you can currently get a free £125 to switch, though this is to HSBC, which came in second-last, just ahead of TSB. The highest rated bank with a switching offer is currently First Direct with £100 – see our Best Bank Accounts guide for more info.
