A stark warning has been issued to customers of several major UK banks after a definitive new study from the consumer champion Which? exposed the worst performers on the high street.
The Bottom of the Banking Table
The investigation placed TSB at the very bottom of the table, achieving a dismal customer score of just 67 per cent. The bank received a lowly two-star rating in critical areas including customer service and its telephone banking operations. Its performance was only slightly redeemed by securing four stars for its online and mobile banking services.
Just ahead of TSB, a trio of well-known banks were tied with an identical score. Virgin Money, Santander, and Halifax all shared a customer score of 71 per cent, indicating widespread customer dissatisfaction across multiple major institutions.
Expert Advice: Time to Switch?
Sam Richardson, Deputy Editor of Which? Money, commented on the findings, stating that the analysis clearly proves that banks are not all the same. He highlighted that features such as fee-free spending abroad and instant spending notifications are becoming standard, while lucrative offers like cashback and switching bonuses can earn customers hundreds of pounds.
"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," Richardson advised. He reassured potential switchers that the process is quick and easy, with direct debits transferred hassle-free.
Bank Responses to the Rankings
In response to the report, a spokesperson for TSB, which has a significant presence in cities like Birmingham, defended the bank's services. "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," they said.
Virgin Money also issued a statement, expressing pleasure that customers had highly rated its mobile app and online banking. The bank emphasised its commitment to improvement, noting it had recruited over 350 new customer service colleagues since 2024. This investment means they now answer 98 per cent of calls within 30 seconds. Furthermore, the bank has expanded its branch promise, guaranteeing every Virgin Money branch will remain open until at least the start of 2030.
