Metro Bank named Britain’s most trusted financial provider

Metro Bank named Britain’s most trusted financial provider

Metro Bank has retained its title as Britain’s most trusted financial provider at the Moneywise Customer Service Awards 2017.

It beat fierce competition to take the top prize for the second successive year. This was one of four awards the challenger bank took home as it also scooped the awards for Most Trusted Savings and Cash Isa Provider, Best Current Account Provider for Branch Service, and Best Mobile Banking App.

50,000 readers gave their feedback on the biggest banks, insurance firms, and peer-to-peer lenders for the Moneywise Customer Service Awards 2017, making it the biggest survey of financial consumers in Britain.

The glittering awards ceremony where the winners were revealed was hosted by TV presenter Kate Garraway at 8 Northumberland Avenue in London on 22 June.

Other major winners included Santander, which was crowned Most Trusted Mainstream Bank, and LV= which won the award for Most Trusted Insurer. Zopa was named the Most Trusted P2P Platform.

First Direct took home six awards, being crowned the Most Trusted Current Account Provider, Most Trusted Credit Card Provider, Most Trusted Loans Provider, Most Trusted Mortgage Provider, Best Provider for Regular Savers and Best Current Account Provider for Call Centre Service.

Jeremy King, publishing director of Moneywise, says: “Since we launched these awards in 2009 we’ve seen the emergence of an elite group of providers that push standards ever higher and create great customer centred experiences.

“These winners show that a focus on customer service excellence which builds trust is entrenched across these businesses.”

TV presenter Kate Garraway says: “Trust and respect is as vital in financial services as it is in modern life. The impact of fake news, rejection of globalisation, and simmering anti-establishmentarianism is the currency of the moment and highlights how important winning trust is. 

“People want to be listened to; actually, they expect to be listened to, ignore them at your peril.”

Moira O’Neill, editor of Moneywise says: “As part of the survey, we asked consumers how they are feeling about the reliability and trustworthiness of financial firms overall compared to a year ago. Just over half of people said “Just the same”. But of the remainder, more people said they were less confident about financial firms.

“Almost half of people in our survey said that they were feeling less confident about the economy, compared to a year ago. A third said they felt the same and only one in five said they are more confident. 

“Our awards celebrate the companies that have outstanding customer service. But overall, across the UK, I think there’s still lots of room for financial firms to improve their customer service.”

Craig Donaldson, chief executive officer at Metro Bank says: “I am over the moon that Metro Bank has been recognised so highly by the 50,000 people who voted in the Moneywise awards and would like to say thank you to everyone that took the time to vote for us.  

“The breadth of awards we had the privilege to receive, shows that great service is about meeting the needs of our customers however they want to do business with us – on the go, in our stores or over the phone – and by providing products that can be trusted.  

“Everything we do as a business is with the customer in mind, and our ability to integrate a great digital experience with convenient stores and conversations with real people is a simple but effective model.  To have been voted the ‘Most Trusted Financial Services Provider’ two years in a row is testament to the fact Metro Bank is revolutionising British banking and I couldn’t be prouder.”  

MONEYWISE CUSTOMER SERVICE AWARDS 2017

BEST PROVIDER FOR REGULAR SAVERS

Highly commended Coventry Building Society

Winner  First Direct

BEST PROVIDER OF SAVINGS ACCOUNTS FOR LARGE DEPOSITS

Highly commended Aldermore

Winner Coventry Building Society

BEST P2P PLATFORM FOR SAVERS

Highly commended Zopa

Winner Lending Works

BEST PROVIDER OF CHILDREN'S SAVINGS ACCOUNTS

Highly commended HSBC

Winner Nationwide Building Society

BEST MOBILE BANKING APP

Highly commended First Direct

Winner Metro Bank

BEST CURRENT ACCOUNT PROVIDER FOR CALL CENTRE SERVICE

Highly commended Metro Bank

Winner First Direct

BEST CURRENT ACCOUNT PROVIDER FOR BRANCH SERVICE

Highly commended Nationwide Building Society

Winner is Metro Bank

BEST CREDIT CARD PROVIDER FOR REWARDS

Highly commended American Express

The winner is John Lewis

BEST PROVIDER FOR CONTENTS INSURANCE

Highly commended Saga

Winner Legal and General

MOST TRUSTED INSURANCE COMPARISON SITE

Highly commended Compare the market

Winner TopCashback

MOST TRUSTED BUY-TO-LET MORTGAGE PROVIDER

Highly commended NatWest

Winner Coventry Building Society

MOST TRUSTED LANDLORD INSURANCE PROVIDER

Highly commended Aviva

Winner Direct Line

MOST TRUSTED SMALL BUSINESS BANKING PROVIDER

Highly commended Santander

Winner HSBC

MOST TRUSTED SAVINGS & CASH ISA PROVIDER

Highly commended Coventry Building Society

Winner Metro Bank

MOST TRUSTED MORTGAGE PROVIDER

Highly commended Yorkshire Building Society

Winner First Direct

MOST TRUSTED HOME INSURANCE PROVIDER

Highly commended Direct Line

Winner NFU Mutual

MOST TRUSTED LOANS PROVIDER

Highly commended  Lending Works

Winner First Direct

MOST TRUSTED CAR INSURANCE PROVIDER

Highly commended NFU Mutual

Winner CSIS

MOST TRUSTED TRAVEL INSURANCE PROVIDER

Highly commended Holidaysafe

Winner Staysure

MOST TRUSTED PET INSURANCE PROVIDER

Highly commended John Lewis Insurance

Winner Petplan

MOST TRUSTED HEALTH INSURANCE PROVIDER VIA Your EMPLOYER

Highly commended Simplyhealth

Winner Benenden

MOST TRUSTED HEALTH INSURANCE PROVIDER

Highly commended Benenden

Winner CS Healthcare

MOST TRUSTED LIFE INSURANCE PROVIDER

Highly commended Royal London

Winner LV=

MOST TRUSTED CREDIT CARD PROVIDER

Highly Commended John Lewis

Winner First Direct

MOST TRUSTED CURRENT ACCOUNT PROVIDER

Highly commended Metro Bank

Winner First Direct

MOST TRUSTED P2P PLATFORM

Highly commended RateSetter

Winner Zopa

MOST TRUSTED INSURER

Highly commended Aviva

Winner LV=

MOST TRUSTED MAINSTREAM BANK

Highly commended Halifax

Winner Santander

BRITAIN'S MOST TRUSTED FINANCIAL PROVIDER

Highly commended First Direct

Winner Metro Bank 

See the full results and ratings on the Moneywise Customer Service Awards 2017 page.

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Published: 23 June 2017
Last updated: 23 June 2017

Leave a comment

All very well that Metro Bank

All very well that Metro Bank won the top award but it is only available to customers living in and around the Capital!

Somewhat calls into question just how representative are the views of the 50,000 Moneywise readers?

Hi I have 5 or 6 different

Hi I have 5 or 6 different bank accounts with money in and recently went to The Metro Bank in Newbury in Berkshire to open an account with them.

Well to my surprise they were not at all helpful, to the point of actually being rude. They did not want to open a bank account up for me unless I closed other banks accounts down and transfered all my money from them into the their bank i.e. my account. I would not ever deal with this bank as I think you should be able to open an account with any bank, unless of course you have massive debt problems and have been maybe declared bankrupt in the past. I have a reasonable amount of money behind muself with no bad debts at all. Very very dissapointed with Metro, obviously a lot of people do like them but not myself.

Moneywise editor, Moira O

Moneywise editor, Moira O'Neill says: "Our aim in these awards has always been to build a representative sample that’s big enough to highlight how firms that are growing or have medium or smaller customer bases perform against the larger firms. This means that some companies given commendations or winning our awards may have a regional bias. However, we think that highlighting excellence and setting benchmarks for others to challenge is one of the important roles the survey plays. Metro Bank is expanding and it does have a significant customer base."