Customer Service Awards 2009 - the winners

Published by Rebecca Atkinson on 25 June 2009.
Last updated on 03 May 2011

Customer Service Awards 2009

Nationwide has been named as the financial brand consumers trust the most, in Moneywise’s Customer Service Awards 2009.  The Awards are the result of a six-month long research investigation to find out what Britons really think about their financial services providers.

Thank you to everyone who took part in the survey - more than 10,000 responses were received making this the largest dedicated customer service survey held in the UK.

The ongoing credit crunch, which has seen the banking sector brought to its knees and the UK descend into recession, has knocked many people’s perception of financial companies and raised questions about which firms they can really trust with their money.

Moneywise asked you to tell us which financial providers have offered you the best customer service and which firms you trust the most to provide these essential services.

The results reveal the importance of trust when it comes to money, and especially when dealing with financial firms. After all, customer experience is the most important thing and the Moneywise Customer Service Awards 2009 highlight any discrepancies between the messages put out by financial services companies and what you, the customer, actually experiences.

Jeremy King, publisher of Moneywise magazine, says: "After months of hard work we are delighted to finally be able to give consumers a compass as to which financial services companies they can trust and expect to receive good customer service from.

"And since we're relaying back to them their views rather than opinions based on what the industry thinks it's a genuine reflection of how the man in the street is being served, because who do you trust if not yourself?"

THE WINNERS AND RUNNER-UPS

MOST TRUSTED COMPANIES

Overall most trusted company
Winner: Nationwide

Motor insurance provider
Winner: Swiftcover
Runner-up: Saga

Home insurance provider
Winner: LV=
Runner-up: Saga

Travel insurance provider
Winner: InsureandGo
Runner-up: Alliance & Leicester

Income protection provider
Winner: Legal & General
Runner-up: Norwich Union

Critical illness provider

Winner: AXA
Runner-up: Legal & General

Private medical insurance provider

Winner: PruHealth
Runner-up: Standard Life Healthcare

Loan provider
Winner: Alliance & Leicester
Runner-up: NatWest

Credit card provider
Winner: American Express
Runner-up: Tesco

Mortgage provider
Winner: First Direct
Runner-up: Nationwide

Savings provider
Winner: Nationwide
Runner-up: ING Direct

Cash ISA provider
Winner: NatWest
Runner-up: Halifax

Current Account provider
Winner: First Direct
Runner-up: Nationwide

BEST SERVICE AWARDS

Best current account – online services
Winner: First Direct
Runner-up: Smile

Best current account – call service
Winner: First Direct
Runner-up: Smile

Best current account – branches
Winner: Royal Bank of Scotland
Runner-up: Nationwide

Best savings accounts – online services
Winner: First Direct
Runner-up: NatWest

Best mortgage – overall customer services for remortgages
Winner: Nationwide
Runner-up: Abbey

Mortgages overall
Winner: Nationwide
Runner-up: HSBC

Best personal loan provider – up to £10,000
Winner: Alliance & Leicester
Runner-up: Lloyds TSB

Best personal loan provider – over £10,000

Winner: Alliance & Leicester
Runner-up: NatWest

Best overall credit card – paying bills each month

Winner: Capital One
Runner-up: Marks & Spencer Money

Best overall credit card – outstanding balances held
Winner: Tesco
Runner-up: Virgin Money

Best credit card – call centre service
Winner: American Express
Runner-up: Tesco Personal Finance

Best credit card – online services
Winner: Egg
Runner-up: Capital One

Best home insurance provider
Winner: LV=
Runner-up: Saga

Best motor insurance provider

Winner: Saga
Runner-up: LV=

Best travel insurance provider
Winner: InsureandGo
Runner-up: Lloyds TSB

Best savings provider for service
Winner: First Direct
Runner-up: NatWest

Best cash ISA provider for service
Winner: NatWest
Runner-up: Halifax
 

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