The consumer rights organisation Which? has urged millions of British bank customers to reconsider their loyalty after publishing its definitive survey of the best current accounts available today.
The Top Performers
In a comprehensive analysis, Which? assessed product features including fees, overdraft charges, and customer perks. The study also incorporated the views of over 6,600 customers to gauge satisfaction levels. From this research, a total of six providers were awarded the coveted Which? Recommended Provider (WRP) status.
Starling Bank led the pack with an impressive customer score of 86%, earning its seventh WRP badge. It received a perfect five-star rating for both online and mobile banking, alongside a four-star rating for customer service.
Close behind was Monzo with a customer score of 85%. The digital bank was awarded five stars for the ease of its mobile banking and four stars for overall customer service.
First Direct achieved a customer score of 84% and holds the distinguished title of the longest-running current account WRP, having maintained the award for over a decade. This year, it secured five stars for overall customer service and for online, mobile, and telephone banking.
Also scoring 84% was Nationwide. The building society received four stars for its in-branch service and five stars for online banking.
Chase, the digital bank owned by JPMorgan, secured an 82% customer score. It earned five stars for its mobile app and four stars in categories including customer service and telephone banking.
Danske Bank rounded out the WRP list with a customer score of 80%, receiving mostly four-star ratings for its services.
Notable Omissions and Loyalty Warning
The report highlighted that some providers with high scores did not make the WRP list. Allied Irish Bank narrowly missed out despite a customer score of 85%. Meanwhile, Revolut, which scored 83%, was ineligible because it operates as an e-money provider in the UK. This means its customers are not protected by the Financial Services Compensation Scheme.
Despite a competitive market with new accounts launching, the survey uncovered a significant trend of customer inertia. It found that nearly four in 10 people (37%) have remained with the same bank for over 20 years, potentially missing out on better deals and service.
The Bottom of the Table
At the other end of the spectrum, TSB was ranked bottom with a customer score of just 67%. It received two-star ratings in multiple categories, including customer service and telephone banking, though it managed four stars for its online and mobile platforms.
Just above TSB were Virgin Money, Santander, and Halifax, all tied with a score of 71%.
Expert Advice for Consumers
Sam Richardson, Deputy Editor of Which? Money, commented on the findings, stating: “Banks are not all the same and our analysis proves this. Perks like fee-free spending abroad and instant spending notifications are becoming normalised, while cash back, loyalty payments and switching bonuses can earn you hundreds of pounds.”
He added a clear call to action: “If you’re one of the millions of people who have stayed loyal to a bank for years for little in return, now may be the perfect time to switch to one of our Which? Recommended Providers. The process is quick and easy, with even your direct debits transferred over, hassle-free.”
In response to the ranking, a spokesperson for TSB said: “We take our customer service very seriously, and are proud to offer a full range of banking services to meet the needs of our customers; from our branch network to our well-rated digital services.”
A Virgin Money spokesperson highlighted their improvements: “We’re pleased that customers of our award-winning current account have highly rated both our mobile banking app and online banking service. We have recruited over 350 new customer service colleagues since 2024... and we have also expanded our branch promise.”
