RBS, Bank of Scotland and Clydesdale Bank have been ranked in the bottom eight for customer satisfaction in a poll for watchdog the Competition and Markets Authority (CMA).
Only 46% of people surveyed by Ipsos Mori for the CMA would recommend a Royal Bank of Scotland current account to friends or family, leaving the Edinburgh-headquartered bank second bottom out of 19.
Edinburgh-headquartered Tesco Bank was rated bottom at 44%, while Clydesdale was just above RBS at 51% and Bank of Scotland shared 12th place at 58% with RBS owner NatWest.
Challenger banks Monzo and Starling took the top two spots with 86% and 84% respectively.
Ipsos Mori asked around 1000 customers of each of the 19 largest personal current account providers in Scotland, England and Wales about their satisfaction level with branch services, online and mobile services and overdraft services. The overall score was reached from an aggregate of the category scores.
Clydesdale ranked bottom for overdraft services at 50%, with RBS just above at 51%.
For branch services, RBS was bottom out of 15 at 50%. Monzo, First Direct, Starling and Tesco Bank do not operate branches.
For online and mobile services, Clydesdale was 17th at 66% while RBS shared 14th with Yorkshire Bank at 71%.
The survey was carried out on customers of Bank of Scotland, Barclays, Clydesdale Bank, First Direct, Halifax, HSBC UK, Lloyds Bank, Metro Bank, Monzo, Nationwide, NatWest, RBS, Santander, Starling Bank, Tesco Bank, The Co-operative Bank, TSB, Virgin Money and Yorkshire Bank.
RBS said: “We can do more to improve the experience for customers in certain aspects of our service. We’re investing in dedicated teams focused on making targeted improvements for customers in order to address the areas where our service falls short of expectations.”
