Independent service quality survey results

Personal current accountsPublished February 2019

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 9 largest personal current account providers if they would recommend their provider to friends and family.

service quality metrics

These results are from an independent survey carried out between February 2018 and December 2018 by GfK UK Limited as part of a regulatory requirement.

Bank of Ireland UK have published this information at the request of the Competition and Markets Authority so you can compare the quality of service from personal 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.

Customers with personal 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 overdraft services to friends and family.

The results show the proportion of customers of each provider who said that they were ‘extremely likely’ or ‘very likely’ to recommend each service.

Participating providers: Bank of Ireland UK, Barclays Bank UK, Danske Bank, First Trust Bank, HSBC UK, Halifax, Nationwide, Santander UK, Ulster Bank.

Approximately 500 customers a year are surveyed across Northern Ireland and the Republic of Ireland for each provider; results are only published where at least 100 customers have provided an eligible score for that service in the survey period.

4,508 people were surveyed in total.

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

To find out more visit

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here, and for business current accounts here.

If you are having difficulties viewing this information, download the results:

The FCA voluntary information requirement on the key ways of supporting the needs of all personal current account customers can be found here.