The Competition and Markets Authority (CMA) has published the latest banking satisfaction survey results, with Monzo ranked as the top provider for both personal and business accounts in Great Britain and Northern Ireland.

This marks the 14th edition of the survey, which is part of the CMA’s Retail Banking Order and is conducted annually by independent research firms Ipsos and BVA-BDRC. The survey covers the period from July 2024 to June 2025 and allows consumers and businesses to compare the service quality of current account providers.

Challenger banks continue to dominate the rankings, with Monzo securing first place for personal accounts and business accounts. Chase UK and Starling Bank were joint second in the personal banking category, while Mettle, a NatWest-owned digital business account provider, took second place for business accounts. Starling Bank ranked third for both categories.

At the lower end of the table, the Royal Bank of Scotland was ranked last for personal accounts, with Virgin Money in 16th place. For business accounts, Barclays, HSBC UK and Bank of Scotland were joint 14th, while the Co-operative Bank was ranked last.

The survey scores banks on various aspects of service, including online and mobile banking, overdrafts, branch experience, and, for small business customers, the quality of account management. The CMA requires banks and building societies to display these results both online and in-branch, so customers can see how their provider compares and consider switching if needed.

This year’s results also saw the introduction of Mettle as a new entrant in the business banking category.

Daniel Turnbull, senior director of markets at the CMA, said the data “puts power into customers’ hands. Whether it’s for a personal or business account, people can see how their bank fares against others – and stay or switch, according to their needs. It also puts pressure on banks to listen to feedback and think about whether the services they provide are really working for customers.”

Banks with 150,000 or more active personal current accounts or 20,000 or more business accounts in Great Britain are required to collect and publish this data, with lower thresholds in Northern Ireland. The CMA enforces compliance and can take action if banks breach the Retail Banking Order.

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