Independent service quality survey results

Business Current Accounts

Published February 2019

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 14 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*).

Overall service quality

We asked customers how likely they would be to recommend their Business Current Account provider to other SMEs.

Ranking

BCA Overall Service Quality

Online and mobile banking services

We asked customers how likely they would be to recommend their provider’s online and mobile banking services to other SMEs.

Ranking

BCA Online and Mobile Banking Service Quality

SME overdraft and loan services

We asked customers how likely they would be to recommend their provider’s SME overdraft and loan services to other SMEs.

Ranking

BCA Overdraft and Loan Service Quality

Relationship/account management

We asked customers how likely they would be to recommend their provider’s relationship/account management to other SMEs.

Ranking

BCA Relationship and Account Management Service Quality

Service in branches and business centres

We asked customers how likely they would be to recommend their provider’s branch and business centre services to other SMEs.

Ranking

BCA Branch Service Quality

These results are from an independent survey carried out between January 2018 and December 2018 by BVA BDRC as part of a regulatory requirement.

TSB have published this information at the request of 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 and we can only give you information about our own products and services.

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 who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Allied Irish Bank (GB), Bank of Scotland, Barclays Bank UK, Clydesdale Bank, Handelsbanken, HSBC UK, Lloyds Bank, Metro Bank, NatWest, Royal Bank of Scotland, Santander UK, The Co-operative Bank, TSB, Yorkshire Bank.

Approximately 1,400 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.

19,643 people were surveyed in total.

Results are updated every six months, in August and February.

*SMEs include businesses, clubs, charities and societies with an annual turnover/income of up to £25m (exclusive of VAT and other turnover-related taxes).

To find out more visit BVA-BDRC.com/business-banking-service-quality

The requirement to publish the Financial Conduct Authority Service Quality Information for Business Current Accounts can be found on our FCA service quality indicators page.

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