The Co-operative Bank was rated a very respectable fifth in the poll. It admitted last week it had lost almost 40,000 customers in the first half of this year. The bank's ethical reputation has been tarnished by a string of revelations, including a £1.5bn black hole being discovered in its accounts and a drugs scandal involving its former chairman Paul Flowers.
It has hard to compare how it has changed in the rankings as MoneySavingExpert has grouped it with its internet-only offshoot Smile. In the last survey, Co-op was in third place.
Barclay fell from sixth, down to the bottom of the table. Last year, campaign group Move Your Money rated Barclays as the worst financial institution out of 70 assessed in a test for honesty and customer service.
Current account service rating
| Rank (plus rank in February) | Provider | "Great" | "OK" | "Poor" |
|---|---|---|---|---|
| 1 (1) | First Direct | 92% (92%) | 6% (6%) | 2% (2%) |
| 2 (4) | Santander | 72% (64%) | 22% (28%) | 6% (8%) |
| 3 (n/a – In February, Smile was grouped with the Co-op and was rated 3rd) | Smile (part of the Co-op bank) | 72% (n/a) | 22% (n/a) | 7% (n/a) |
| 4 (3) | Nationwide | 69% (67%) | 25% (26%) | 6% (7%) |
| 5 (n/a) | The Co-op | 70% (n/a) | 23% (n/a) | 7% (n/a) |
| 6 (5) | Halifax | 55% (45%) | 36% (43%) | 9% (12%) |
| 7 (12) | TSB | 52% (37%) | 36% (43%) | 12% (20%) |
| 8 (9) | Bank of Scotland | 49% (40%) | 39% (44%) | 12% (16%) |
| 9 (n/a – In February, Yorkshire Bank was grouped with Clydesdale Bank and was rated 12th) | Yorkshire Bank | 45% (n/a) | 45% (n/a) | 12% (n/a) |
| 10 (9) | Lloyds Bank | 47% (45%) | 40% (40%) | 13% (15%) |
| 11 (n/a – In February, RBS was grouped with NatWest and was rated 13th) | RBS | 46% (40%) | 37% (44%) | 17% (16%) |
| 12 (10) | HSBC | 42% (42%) | 43% (43%) | 15% (15%) |
| 13 (n/a) | NatWest | 38% (n/a) | 46% (n/a) | 15% (n/a) |
| 14 (6) | Barclays | 38% (46%) | 36% (40%) | 26% (14%) |
Order calculated by zero points for poor, one for "OK" and two for "great". 7,875 votes in total – banks with fewer than 100 votes not included
A spokesman for Barclays said: “Even one dissatisfied customer is one too many, and we are constantly working hard to improve and innovate our services. Whilst this survey doesn’t tally with our comprehensive and independent customer satisfaction scores, we will learn any lessons we need to in order to do better in future."
Although other banks rated worse than Barclays – as those which received fewer than 100 votes were not included – it is the first time the bank has fallen so low in the tables.
Guy Anker, managing editor at MoneySavingExpert.com, said: "The bottom of the pile is dominated by some of the giant high street banks.
"It's astonishing that over half of the account holders at four major banks voted the service they get is just "OK" or "poor". This should be seen as a stark warning that the big banks risk losing customers if they don't raise their game."
- Ask an Expert: 'Which bank should I switch to?'
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