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Independent service quality survey results

Personal current accounts

Overall Service Quality. We asked customers how likely they would be to recommend their personal current account provider to friends and family. Ranking: 1 Chase 81% 2 Monzo 80% 3 Starling Bank 79% 4 first direct 75% 5 Nationwide 69% equal 12 HSBC UK 57%

Great Britain

As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Published February 2025

Overall Service Quality. We asked customers how likely they would be to recommend their personal current account provider to friends and family. Ranking: 1 Monzo 81% 2 Starling Bank 79% 3 Nationwide 73% 4 HSBC UK 66% equal 5 Halifax 65%

Northern Ireland

As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 11 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey.

Published February 2025

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found on the SQI page.

Authorised push payment (APP) scams rankings in 2023

Authorised push payment (APP) scams happen when someone is tricked into transferring money to a fraudster’s bank account. 

These charts use data given to the Payment Systems Regulator by major banking groups in the UK in 2023.

You can read the full report by visiting www.psr.org.uk/app-fraud-data This link will open in a new window

Total authorised push payment fraud losses refunded: position one: TSB 88%, position two: Nationwide 87%, position three: HSBC and first direct 76% an increase of 5% since 2022, position four: NatWest, Royal Bank of Scotland, and Ulster Bank jointly 76%, and position five: Santander 73%

Share of APP fraud refunded

This is the proportion of total APP fraud losses that were reimbursed, ranked out of 14 firms.

Amount of APP fraud sent per million pounds of transactions: position one: Metro Bank £266, position two: TSB £266, position three: Lloyds Bank, Bank of Scotland and Halifax jointly £228, position four: nationwide £219, and position eight: HSBC UK and first direct £159 a decrease of 32% since 2022.

APP fraud sent per £million transactions

This is the amount of money sent from the victim’s account to the scammer, ranked out of 14 firms. For example, for every £1 million of HSBC UK and first direct transactions sent in 2023, £159 was lost to APP scams. 

Amount of APP fraud received per million pounds of transactions for smaller UK banks and payment firms: position one: Skrill £18,550, position two: Zempler Bank £4,523, position three: PayrNet £2,814, position four: PPS An Edenred company £2,512, and position five: Modulr £1,210.

APP fraud received per £million transactions: smaller UK banks and payment firms

This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms. For example, for every £1 million received into consumer accounts at Skrill, £18,550 of it was APP scams.

Amount of APP fraud received per million pounds of transactions for major UK banks and building societies: position nine: TSB £408, position ten: Metro Bank £319, position twelve: Virgin Money and Clydesdale Bank jointly £285, position thirteen: Starling Bank £239, and position fifteen: HSBC UK and first direct £128 a decrease of 1% since 2022.

APP fraud received per £million transactions: major UK banks and building societies

This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms. For example, for every £1 million received into consumer accounts at HSBC UK and first direct, £128 of it was APP scams.

Your eligible deposits with HSBC UK Bank plc are protected up to a total of £85,000, or up to £170,000 for joint accounts, by the Financial Services Compensation Scheme This link will open in a new window, the UK's deposit guarantee scheme.

This limit is applied to the total of any deposits you have with the following: HSBC UK Bank plc, HSBC Private Banking, and first direct.

Any total deposits you hold above the limit between these brands are unlikely to be covered.