No amount of glitzy advertising can negate dire customer service – a lesson learned by Santander this week as it is named the worst bank by the British public.
The Spanish-owned bank – which currently features sporting stars Jessica Ennis, Jenson Button and Rory McIlroy in a multimillion pound advertising campaign – was bottom in five out of 11 categories in a customer survey.
Based on votes from over 10,000 customers, the uSwitch Current Account Awards reveal that the biggest banks on the high street are letting customers down with poor levels of service and below par online banking experience.
First Direct, Smile and The Co-operative Bank triumphed in the survey, taking top spots in most categories, while Santander, RBS and Barclays performed badly across the board with customers let down by trust, customer service and online banking experience.
Santander was the worst current account provider overall, scraping 38 marks out of 100, while the Co-op came tops with 65.
Letting customers down
Michael Ossei, personal finance expert at uSwitch.com, says: "Current accounts are the bread and butter of the money world - you need one just to live your life.
The survey results come ahead of new regulation due in September that will make it quicker and easier for dissatisfied customers to switch bank accounts.
"Low levels of consumer confidence and the new seven day switching process arriving in September mean that the current account market is all for the taking," adds Ossei.
"The Post Office's decision to launch a current account next Spring will give banks a real run for their money. Not only will it benefit from its far-reaching network of branches, but it is a trusted brand. Value for money and customer service will be key to its success, but high street banks should see this as a serious threat."
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