Moneywise Customer Service Awards 2019: the winners revealed, as voted by you

14 June 2019

The winners, highly commended and most trusted financial firms for customer service were announced last night at a gala dinner in central London.

The awards, presented by children’s writer and former Blue Peter presenter Konnie Huq celebrated the finest financial companies in Britain, and their hard work.

Winning the top prize of Most Trusted Company for the third year in a row was First Direct.

The branchless bank took home a clutch of other awards too including:

  • Best Banking App
  • Best Current Account Provider for Call Centre Service
  • Best Provider for Regular Savers
  • Most Trusted Current Account Provider
  • Most Trusted Loans Provider
  • Most Trusted Mortgage Provider

Rachel Rickard Straus, editor, Moneywise, says: “Customer service matters. So much so that 32,000 readers took the time to share their views with us on the companies that that are getting it right – and those that got it wrong this year.

“Great customer service and trust remains as important now as ever. You can have the whizziest apps, websites and products in the world, but if a customer can’t easily get a complaint resolved, or speak to a human if they need to, that’s what will stick in minds. Whilst technology continues to transform the way financial products are delivered, companies must not lose sight of this.”

Other big winners on the night were Santander Bank, which won Most Trusted Buy-to-let Mortgage Provider, Most Trusted Small Business Banking Provider and Most Trusted Credit Card Provider.

But for the most trusted mainstream bank award, The Co-operative Bank took home the gong.

Konnie Huq presents the awards. Credit: Victoria Middleton

The Civil Service Insurance Society (CSIS) did fantastically too, taking Most Trusted Car Insurance Provider, Most Trusted Home Insurance Provider and Most Trusted Travel Insurance Provider.

Most Trusted Insurer was NFU Mutual.

Moira O’Neill, head of personal finance, interactive investor (Moneywise’s parent company) says: “It is often said that trust takes years to build, seconds to break, and forever to repair. But whilst brands can be repaired – and we’ve seen evidence of this amongst some of this year’s winners – what is left behind can be a more lingering, subtle, generic sense of mistrust in the financial services sector as a whole.

“And the real loser when this happens is the consumer, who needs to plan for their financial future. So we should celebrate the best in class at these awards – there are some fantastic companies out there putting customer service at the heart of what they do.”

See below for the full list of winners and highly commended. A full breakdown of the top providers’ customer service rating including trusted companies will be made available shortly.

CategoryWinnerHighly commended
Best Current Account Provider for Branch ServiceNationwide Building SocietyThe Co-operative Bank
Best Current Account Provider for Call Centre ServiceFirst DirectThe Co-operative Bank
Best Banking AppFirst DirectBarclays
Best Provider for Children's SavingsNationwide Building SocietySantander
Best Provider for Regular SaversFirst DirectNationwide Building Society
Best Savings Provider for Large DepositsFord MoneyMarcus by Goldman Sachs
Best P2P Platform for InvestorsLending WorksRateSetter
Best Credit Card Provider for RewardsJohn LewisAmerican Express
Most Trusted Small Business Banking ProviderSantanderBarclays
Most Trusted Current Account ProviderFirst DirectThe Co-operative Bank
Most Trusted Savings & Cash Isa ProviderFord MoneyCoventry Building Society
Most Trusted Credit Card ProviderSantanderJohn Lewis
Most Trusted Loans ProviderFirst DirectZopa
Most Trusted Mortgage ProviderFirst DirectNationwide Building Society
Most Trusted Buy-to-let Mortgage ProviderSantanderCoventry Building Society
Most Trusted Health Insurance ProviderCS HealthcareBenenden Health
Most Trusted Health Insurance Provider via EmployerBenenden HealthVitality
Most Trusted Landlord Insurance ProviderAvivaAXA
Most Trusted Life Insurance ProviderLV=Scottish Widows
Most Trusted Home Insurance ProviderCSISNFU Mutual
Most Trusted Travel Insurance ProviderCSISStaysure
Most Trusted Car Insurance ProviderCSISNFU Mutual
Most Trusted Pet Insurance ProviderBought By ManyLifetime Pet Cover
Most Trusted Insurance Comparison SiteTopCashbackComparethemarket
Most Trusted P2P PlatformZopaRatesetter
Most Trusted InsurerNFU MutualCSIS
Most Trusted Mainstream BankThe Co-operative BankM&S Bank
Most Trusted Financial ProviderFirst DirectNationwide Building Society



In reply to by anonymous_stub (not verified)

Glad Aviva Home Insurance was not a winner,put in a claim for roof damage for £2000 and they just said,'Wear and tear',thanks.

CSIS Travel Insurance - Most Trusted!

Placed a claim in late September only for Travel Insurance Facilities to say they never received it. Sent a duplicate, recorded delivery, only for TIF to return it, stating they were not the claims handler for CSIS. Sent everything to CSIS and, two weeks later, still waiting for a response from the insurance company dealing with the claim.. Six weeks and counting!!! I shudder to think what would happen to a medical emergency claim, whilst abroad. Most Trusted?

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