Pick the winner of the Moneywise Customer Service Awards 2019

14 January 2019

It’s 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 let you down

Whatever the financial product is – current account, credit card, travel insurance or mortgage – poor customer service sticks 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 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?

“We want you to help us find Britain’s most trusted companies”

Last year, 40,000 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 11th 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.

First Direct celebrate being the most trusted financial provider and overall winner.

First Direct celebrate being the most trusted financial provider and overall winner.

2018’s big winner

Last year, you voted First Direct your most trusted financial provider. The bank continues to wow customers with top-notch customer service: not only is it efficient and reliable with security nailed down, it’s friendly too.

It also took awards for most trusted current account provider, best current account provider for call-centre service and most trusted provider for savings and cash Isas, mortgages and credit cards.

Relative newcomer Metro Bank also garnered lavish praise. In addition to being highly commended in our most trusted overall category, it was also voted best current account provider for branch service.

However, we don’t just praise great service, we also name and shame firms that consistently let their customers down. In 2018, the wooden spoon for least trusted provider went to Royal Bank of Scotland – the sixth time it has received it in the past seven years.

Kate Garraway (left) with the Santander team, which won the award for the most trusted mainstream bank

Kate Garraway (left) with the Santander team, which won the award for the most trusted mainstream bank


We want you to take part in our 2019 survey – 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 Moneywise.co.uk/consumersurvey to cast your vote. The survey will be live from 1 January 2019, 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 page, using the same hashtag?


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