Pick the winner of the Moneywise Customer Service Awards 2018

18 December 2017

Now’s the time to have your say about the financial firms that have gone that extra mile for you and to name and shame those that have badly let you down.

Whatever the financial product is – current account, credit card, travel insurance or mortgage – poor customer service can stick with us for a long time, damaging our trust in the brand.

In an age when we can switch products and providers more easily than ever before, this can be disastrous for financial firms.

And yet poor service still exists: the home insurance provider that takes an eternity to settle a claim, the Cash Isa provider that fails to invest your contribution in the right tax year, and the bank staff who are unhelpful or rude.

Often, it’s the firms selling cheaper products that fail to provide customers with a decent service. It’s all too easy to get our heads turned by cheap quotes and competitive rates, but finding a good deal on financial products isn’t just about the cost. From choosing a mortgage or savings account to switching current accounts and claiming on pet insurance, first-class customer service is equally important.

With that in mind, we want to hear your views about the customer service you’ve been getting over the past year from your bank and other financial providers – in branch, over the telephone and via email. Which provider has gone the extra mile to make your life easier? Which products and services couldn’t you be without? And which firm has kept you waiting on the phone?

Last year, 50,000 of you voted in our online survey that forms the basis of the Moneywise Customer Service Awards. We would like to reach even more of you this year, so please spread the word among friends and family. We want to know which companies you think offer service with a smile and which have let you down the most.

Now in its 10th year, the survey asks you to vote for the financial providers you rate most highly, based on the customer service experience you’ve received. The aim of the survey is simple – we want to identify Britain’s most trusted companies, so that Moneywise readers can get the very best out of the financial products and services they rely on.

2017’s big winner

Last year, Metro Bank retained its title as Britain’s Most Trusted Financial Provider. It beat fierce competition to take the top prize for the second successive year.

The bank continued to garner lavish praise from its customers, and our research found the bank is attracting a new, younger audience of consumers.

Other big winners in the 2017 awards 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.

But we don’t just celebrate success at Moneywise, we name and shame companies when they get it wrong. Last year’s wooden spoon award went to Royal Bank of Scotland, taking the booby prize of least trusted financial services provider for the fourth year in a row. Many readers criticised the bank’s.


Now the 2018 survey is open, we want you to take part – whether you’ve shared your views before or you’re getting involved for the first time. This year, we’re offering a £1,000 cash prize to one lucky reader who completes the survey. And five more readers will each win £100 in Amazon, John Lewis or Marks & Spencer vouchers.

To be in with a chance of getting your hands on the prizes, just visit the Moneywise Customer Service Awards 2018 homepage to cast your vote. The survey is now live, so why not get started and encourage your friends to do the same?

Please spread the word. You can use Twitter to tell your followers about our online survey by tweeting the link using the hashtag #companiesitrust. Also, why not post the link on your Facebook or Google+ page, using the same hashtag? 

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