Now troubled TSB is put in the red for customer service

TSB has finished bottom of the league for a bank customer satisfaction survey.

The high street giant has been besieged with glitches affecting thousands of account holders.

But the annual poll for consumer watchdog Which? found top ratings for banking newcomer Monzo, which operates from smartphones.

The ‘challenger’ company recorded an impressive score of 86 per cent, finishing just above telephone and online-only First Direct, which scored 85 per cent.

Both top two companies achieved five stars for customer service.

Nationwide Building Society finished third with 79 per cent and Metro Bank came fourth on 76 per cent. But at the other end of the table, TSB and Bank of Ireland were joint bottom on 58 per cent, meaning BoI were worst two years in a row.

Fifty-six per cent of TSB customers said they had experienced technical issues in the past year.

The bank scored poorly on customer service, telephone and online banking and complaint handling – with two out of five stars in these categories. Ulster Bank scored 63 per cent, followed by Royal Bank of Scotland on 60 per cent.

Which? wants to encourage bank customers unhappy with their current service to weigh up other options on the market and make the switch to a better provider.

Most banks have signed up to the current account switching service, which means it should take just seven working days to move to a new account.

Money expert Gareth Shaw at Which? said: “Impressive results from challenger banks place them well ahead of many of the biggest banking brands in Britain, showing that innovation and modern ideas are shaking up the market with good customer service truly valued by customers.

“Meanwhile, TSB’s slump suggests that customers felt outraged to have endured the prolonged IT issues that left millions locked out of their accounts. Our research shows a clear gap between the best and worst providers.”