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Independent service quality survey results
Personal current accounts (GB)
Published February 2025
As part of a regulatory requirement, an independent survey was conducted to ask approximately 1,000 customers of each of the 17 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey. Take a look at the latest published results
Personal current accounts (NI)
Published February 2025
As part of a regulatory requirement, an independent survey was conducted to ask approximately 500 customers of each of the 11 largest personal current account providers if they would recommend their provider to friends and family. The results represent the view of customers who took part in the survey. Take a look at the latest published results
As part of a separate regulatory requirement, we have also published the Financial Conduct Authority service quality information for personal current accounts.
Authorised push payment (APP) scams rankings in 2023
Authorised push payment (APP) scams happen when someone is tricked into transferring money to a fraudster’s bank account. These charts use data given to the Payment Systems Regulator by major banking groups in the UK in 2023. You can read the full report by visiting www.psr.org.uk/app-fraud-data
Share of APP scams refunded: This is the proportion of total APP fraud losses that were reimbursed, ranked out of 14 firms.
APP scams received per £million transactions: smaller UK banks and payment firms: This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms. For example, for every £1 million received into consumer accounts at Skrill, £18,550 of it was APP scams.
APP scams sent per £million transactions: This is the amount of money sent from the victim’s account to the scammer, ranked out of 14 firms. For example, for every £1 million of Santander transactions sent in 2023, £162 was lost to APP scams.
APP scams received per £million transactions: major UK banks and building societies: This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms. For example, for every £1 million received into consumer accounts at Santander, £41 of it was APP scams.
