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Independent service quality survey results

Business current accounts

Published February 2024

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,200 customers of each of the 15 largest business current account providers if they would recommend their provider to other small and medium-sized enterprises (SMEs*). The results represent the view of customers who took part in the survey.

Overall service quality

We asked customers how likely they would be to recommend their business current account provider to other SMEs.

Ranking

Image of business bank account overall service quality with Monzo 84% in 1st place, Starling Bank 83% in 2nd,  tide 74% in 3rd, Handelsbanken 74% in 4rd, Metro Bank 65% in 5th, TSB 51% in 10th

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 with Monzo 88% in 1st place, Starling Bank 86% in 2nd, tide 77% in 3rd,  NatWest 69% in 4th, Lloyd's Bank 68% in 5th, TSB 60% in 11th

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 with Handelsbanken 65% in 1st place, Lloyd's Bank 60% in 2nd, NatWest 55% in 3rd,  HSBC UK 52% in 4th, Santander 52% in 5th, TSB 42% in 11th

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 with Handelsbanken 82% in 1st place, monzo 78% in 2nd, Starling Bank 71% in 3rd, tide 68% in 4th, Metro Bank 65% in 5th, TSB 51% in 9th

Services 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 with Metro Bank 71% in 1st place, Handelsbanken 65% in 2nd, Lloyd's Bank 56% in 3rd,  Bank of Scotland 52% in 5th, NatWest 51% in 5th, TSB 43% in 10th

These results are from an independent survey carried out between January 2023 and December 2023 by BVA BDRC as part of a regulatory requirement. 

TSB has 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, among those who took part in the survey, who said they were ’extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Scotland, Barclays, Handlesbanken, HSBC UK, Lloyds Bank, Metro Bank, Monzo, NatWest, Royal Bank of Scotland, Santander, Starling Bank, The Co-operative Bank, Tide, TSB, Virgin Money.

Approximately 1,200 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.

18,000 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.

Help for customers in vulnerable circumstances can be found on our Supporting Customers page.