How does your bank rank? CMA releases satisfaction survey ratings
Source: gov.uk (2025-08-15)

CMA publishes the latest set of banking scores, meaning consumers and businesses can more easily compare services and get the best possible bang for their buck.

Challenger banks continue to lead the way in the latest set of banking satisfaction results published by the Competition and Markets Authority (CMA).

The league table is the 14th of its kind and sees Monzo ranked as number 1 for consumers in both Great Britain and Northern Ireland, while traditional banks generally scored lower than their digital rivals.

Introduced by the CMA as part of its Retail Banking Order (https://www.gov.uk/government/publications/retail-banking-market-investigation-order-2017), the banking satisfaction survey is an annual review conducted by independent research companies Ipsos and BVA-BDRC.

The large-scale survey ranks the service quality of personal and business current account providers in Great Britain and Northern Ireland. It is designed to highlight how banks are serving their customers and scores them on a range of banking services – such as online and mobile banking, overdrafts, and in-store experience. For small business customers, it also considers the role and service provided by their account manager.

There is one new entrant in this year’s survey: Mettle, a new online business current account provider from NatWest for sole traders and companies of up to two owners.

The full results for July 2024 to June 2025 are available for consumer accounts (https://www.ipsos.com/en-uk/personal-banking-service-quality) and for business accounts (https://www.bva-bdrc.com/business-banking-service-quality-metrics/). Below is a summary of the banks that ranked highest and lowest for overall service:

Great Britain: Personal current account providers (out of 17)

Great Britain: Business current account providers (out of 17)

Northern Ireland: Personal current account providers (out of 12)

Northern Ireland: Business current account providers (out of 5)

Daniel Turnbull, Senior Director of Markets at the CMA, said:

This data puts power into customers’ hands. Whether it’s for a personal or business account, people can see how their bank fares against others – and stay or switch, according to their needs. It also puts pressure on banks to listen to feedback and think about whether the services they provide are really working for customers.

The CMA requires banks and building societies to display the survey results prominently both online and in-branch, so their customers can see how their bank is faring – and consider whether they could get a better experience elsewhere.

Notes to editors:

The CMA cannot comment on the performance of individual banks. Journalists should speak to the individual banks for further information.

Personal account providers (such as banks and building societies) with 150,000 or more active account holders in Great Britain and 20,000 or more business current accounts are obliged to collect and publish this data. In Northern Ireland, the equivalent numbers are 20,000 for personal current accounts (PCAs) and 15,000 for business current accounts (BCAs).

If customers think their bank has misinformed or overcharged them, they can contact Citizens Advice or the Financial Ombudsman Service.

The CMA enforces the Retail Banking Order and regularly checks that banks are complying. If the CMA finds the Order is being breached, it can take action. Learn more about what happens when banks breach the Order. Potential breaches can be reported to xxx@xxx.xx.

All enquiries from the public should be directed to the CMA’s General Enquiries team on xxx@xxx.xx or by phone on xx-xxxx-xxxx.

For media enquiries, please contact the CMA press office on xx-xxxx-xxxx or xxx@xxx.xx.

Survey numbers below:
- Total number of bank brands in GB - PCA = 17 and BCA = 17
- Total number of bank brands in NI - PCA = 12 and BCA = 5
- Total number of PCA customers in GB = 17,000
- Total number of PCA customers in NI = 6,000
- Total number of BCA customers in GB = 20,400
- Total number or BCA customers in NI = 2,983