Scottish-based banks have fared poorly in the latest customer service survey rankings for current accounts.
Royal Bank of Scotland (RBS) came bottom for overall service quality with only 46% of customers saying they would recommend it to family and friends. Tesco Bank was second bottom (49%) followed by TSB (55%) and Clydesdale (56%).
Bank of Scotland came 10 in the list with 58% with Lloyds joint fourth (63%). FirstDirect (83%) and Metro Bank (82%) topped the rankings in the independent survey which is carried out every six months and was launched following the Competition and Market Authority's (CMA) market investigation into the retail banking sector.
For online and mobile banking services, Tesco Bank came bottom with a 62% recommendation rating, followed by The Co-operative (64%); Clydesdale (67%), TSB (68%) and RBS (70%).
On the level of service in branches, RBS again came bottom with only 50% of customers saying they would recommend it to others. Metro Bank came top (84).
On overdraft services, Bank of Scotland came bottom (48%) followed by Clydesdale (48%).
The CMA said the survey aims to provide people with better quality information about their banking provider and what is on offer within the sector.
Banks are required to display the results of the survey clearly in branch, on their websites and apps.
“By shining a light on banks' relative performance, the survey aims to drive up competition between providers, resulting in a better overall experience for people.”
Adam Land, Senior Director at the CMA, said:
"The power is increasingly in customers' hands when it comes to banking services - it is now easy and safe to switch provider if you feel you can get a better deal elsewhere. The results of this survey should help with that. We want people to ask themselves: am I happy with the service I am getting, or could I be getting better treatment from someone else?
"The fact that providers have to publish this data in branch and on their websites means that there is nowhere to hide - providers should always feel the pressure to climb the league table by improving their services to attract more customers."
