A recent Which? survey has revealed the least popular high street banks in the UK, ranking TSB at the bottom with a customer satisfaction score of just 67%. The consumer watchdog’s report highlights weaknesses in TSB’s customer service and telephone banking, where it earned only two stars. However, the bank performed better in digital services, securing four stars for online and mobile banking.
Coming in just above TSB were Virgin Money, Santander, and Halifax, all tied with a customer score of 71%. Sam Richardson, Deputy Editor of Which? Money, commented on the findings, emphasizing how banks vary significantly in their offerings. He noted that perks such as fee-free spending abroad and instant spending alerts are becoming standard, while features like cashback, loyalty rewards, and switching bonuses can save customers hundreds of pounds.
Richardson added, “If you’ve remained loyal to one bank for years without much benefit, now might be the ideal time to switch to a Which? Recommended Provider. The process is straightforward, including hassle-free transfer of direct debits.”
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In response, a TSB spokesperson stated, “We take customer service seriously and strive to provide a comprehensive range of banking services, from our physical branches in Birmingham to our well-rated digital options.”
Virgin Money also issued a statement, expressing satisfaction with customer feedback on their mobile app and online services. The bank highlighted recent improvements, including hiring over 350 new customer service staff in 2024, leading to 98% of calls being answered within 30 seconds. Additionally, Virgin Money pledged to keep all branches open at least until 2030.