Monzo leads UK banks in customer service rankings

A CMA survey ranks banks on customer service, highlighting Monzo and other digital banks while showing weaknesses in traditional providers.

Monzo leads UK banks in customer service rankings

The Competition and Markets Authority published its annual ranking of customer service for UK banks. The survey covers online banking, overdrafts, and in-store experiences across 17 personal current account providers in Great Britain and 12 in Northern Ireland. Monzo sits at the top for personal accounts, with Chase and Starling tied for second. In Northern Ireland, Nationwide and Starling rank highest among personal providers. Royal Bank of Scotland is listed as the weakest among the 17 personal current account providers. For business accounts, Monzo leads again, while Co-operative Bank is identified as the worst for business customers. The CMA’s Retail Banking Order requires banks to display these results prominently online and in branches to help customers compare services and consider switching. The survey collected responses from about 1,000 customers per GB provider and about 500 per Northern Ireland provider, gathered between July 2024 and 2025.

The rise of digital banks reshapes what customers value: quick, clear online experiences and responsive app support often matter more than branch visits or long wait times. Yet the results also remind us that size and legacy can still impede service quality, even as bigger brands compete on price and range. The CMA’s transparency push puts pressure on banks to improve day‑to‑day service and to invest in user-friendly digital tools. But a single snapshot of customer sentiment may miss deeper issues, such as accessibility for less tech‑savvy customers or regional gaps in service. In the years ahead, expect banks to compete not just on accounts and fees, but on how well they listen to customers and fix problems fast.

Highlights

The ranking shifts the banking debate toward service quality as a key differentiator for the next year