Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Your access to online Multi Agency Credit Reports, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.

Annual Banking & Credit Card Survey

We have been getting the low down on how customers feel about their banks and credit card providers since 2005. Our annual Banking and Credit Card Survey is the longest running and most comprehensive in the UK.

Summary of 2018 Survey Results

First Direct has topped the customer satisfaction table for over 11 years, which is a remarkable achievement.

American Express has been consistently at or near the top of the customer satisfaction tables since our surveys began. NatWest takes the pole position for the first time since our surveys began.

86% of applicants who apply for credit are now approved, which again is a proportion that is steadily improving, due in part to the matching tools that are now available to consumers, first pioneered on, and also due in part to consumers being better informed about the choices they have.

Read The 2018 Banking & Credit Card Survey In Full

Bank Customer Satisfaction

The above chart is ranked by consumers rating the service levels from their bank as either 'excellent' (green) or 'very good' (yellow). Brown is 'average', dark brown is 'not as good as it should be' and red is 'poor'.