Smaller lenders and building societies give better service than big state owned banks, survey finds

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Written by Ray Clancy

Monday, 03 May 2010 09:00

Large state owned banks that provide mortgage are trailing behind smaller lenders and building societies for customer satisfaction, according to the latest annual survey of consumers.

Bank of Scotland had the lowest customer score with 41%, Halifax at 44%, Northern Rock with 45% and Lloyds TSB at 48%, the Which? Money experts survey shows.

Not being able to get the same deals as new customers and not being informed of better deals when theirs came to an end were the main complaints reported.

For the third year running, First Direct topped the survey, with an 89% score, although it slipped slightly on last year’s 91%. Which? members rated First Direct highly for statement clarity, customer service and their ability to rectify problems and 96% said they would recommend First Direct to a friend.

The Co-operative Bank came second with 78%, knocking the One Account into third place with 77%. The average score was 61%.

The survey found that four fifths of Which? members were satisfied with their mortgage provider, although there was room for improvement, with fewer than half very satisfied. Two thirds of members felt their existing mortgage was the best deal for them and three quarters had not experienced problems with their current lender. Only 10% of Which? members said they changed their mortgage every time their deal ends.

‘Once again, the big banks are failing to treat their customers as well as the small lenders and building societies, despite all of the public funding they have received,’ said Which? chief executive Peter Vicary-Smith.

‘Don’t take the lazy option of simply taking out a deal with your bank or staying on your lender’s standard variable rate. Check if you could get a better deal elsewhere and vote with your feet if so. While getting a good deal is usually a top priority, getting good service matters too,’ he added.