The UK Regulators Network (UKRN) have worked with the FCA, the Office of Gas and Electricity Markets (Ofgem), the Office of Communications (Ofcom), the Water Services Regulation Authority (Ofwat), and the Consumer Council for Water (CCW) to produce scorecards on the performance of regulated sectors.
This performance scorecard highlights some of the information available on personal current accounts (PCAs), and can help customers choose their provider by highlighting:
- good and poor performers
- how easily they can carry out day-to-day banking activities
- the reliability of the service they receive
These metrics should also increase the incentive for firms to offer better service, helping customers to get the most out of their personal current accounts.
Detailed below are 3 sources of data consumers can use to compare personal current account providers. These metrics only relate to service and not to the quality or price of products.
CMA personal current account service quality metrics
These independent league tables show customers how the 19 largest personal current account providers rank on quality of service and online and mobile banking services, making it easier to compare providers. This is information required by the Competition and Markets Authority (CMA).
Quality of service is determined by how likely customers would be to recommend their provider to friends and family. Online and mobile banking services is determined by how likely customers would be to recommend their provider’s online and mobile banking services to friends and family
The survey results are published twice a year, in February and August on a rolling 12 month basis (for the preceding January to December and July to June periods respectively). The results are based on responses from approximately 1,000 customers of each of the 19 largest personal account providers in Great Britain. Regional results for Northern Ireland are also available.
Chart tips: hover over data series to view the data values and filter the data categories by clicking on the legend.
In August 2020, the survey showed Monzo (86% score) as the top ranked bank for overall service quality, and Tesco Bank as lowest ranked (44%). Chart 1 shows the results from all 19 banks.
For online and mobile banking services, the survey showed Monzo (89% score) as the top ranked bank and Tesco Bank as lowest ranked (59%). Chart 2 shows the results from all 19 banks.
As well as overall service quality and online and mobile banking services, this survey also covers:
- overdraft services
- services in branches
FCA mandated and voluntary information on current account services
Current account providers publish information that shows how quickly current accounts are opened and debit cards are replaced, as well as information about personal current account operational and security incidents. This is to encourage competition by enabling customers, commentators and comparison sites to compare services provided by firms. The published information appears on the firms’ own websites and is available by API, along with the voluntary information on services for vulnerable customers.
FCA firm specific complaints data
We publish firm specific complaints data by different product categories twice a year, April and October. This includes firms who report 500 or more complaints within a 6-month period, or 1,000 or more for an annual reporting period.
The number of complaints is shown as a proportion of the total number of accounts. This shows the number of complaints in relation to the size of each firm. We record complaints per 1,000 accounts. This improves our comparison and benchmarking of complaints across different firms.
Chart 3 shows the 10 banking and credit card firms which received the most complaints between January and June 2020. It also shows the average number of complaints for all firms. This includes complaints on credit cards, current accounts, packaged accounts, savings, unregulated loans and overdrafts and other banking. As this scorecard focuses on personal current accounts, the firms who do not provide this service have been excluded.
UKRN performance scorecards
As part of the collaboration with the performance scorecards work, view the work other regulators are doing in their areas:
- UKRN performance scorecard homepage for an overview of all the work in this area
- Ofgem: Performance scorecard
- Ofcom: Performance scorecard
- Ofwat: Performance scorecard
- CCW: Performance scorecard