About the survey
Each wave covers twelve months of telephone interviews with customers aged 16 or over, about 1,000 per brand in Great Britain and 500 in Northern Ireland for personal accounts, and 1,200 and 600 for business accounts. Results for a service are published only where at least 100 customers gave an eligible answer, which is why some brands are missing from the overdraft and branch tables. Only brands above a size threshold take part (150,000 active personal accounts in Great Britain), so Revolut, Zopa and the smaller banks do not appear. Brands are reported separately even where they share a bank: Halifax and Bank of Scotland are one licence, as are NatWest, Royal Bank of Scotland and Ulster Bank.
A high score says customers like the service; it says nothing about financial strength. For that, see the credit ratings and the sourced record on each bank's page.
Source: Independent service quality survey, Ipsos (personal accounts) and BVA BDRC, part of Ipsos (business accounts), conducted July 2025 to June 2026 under the CMA Retail Banking Market Investigation Order 2017; published 17 August 2026. Full results: personal, Great Britain, personal, Northern Ireland, business, Great Britain, business, Northern Ireland. In providing this information, we are not giving you any advice or making any recommendation to you.