Chase UK beats Monzo and Starling to be named best bank in Britain for first time

An Ipsos poll has placed Chase UK as Britain's top-rated consumer bank, overtaking digital banking front-runners Monzo and Starling for the first time. Kuba Fast, CEO of Chase UK commented: "These results are a testament to the fantastic people we have and our commitment to putting customers at the heart of everything we do."

Launched by JP Morgan in 2021, Chase UK boasts an 81 percent overall customer satisfaction score, as reported by City AM.

Since the inception of the Ipsos survey in 2018, digital banks have consistently been at the forefront. This triumph marks the inaugural year in which Chase UK outperformed Monzo and Starling—firms that have traditionally secured the leading approval ratings.

Addressing their digital edge, a Starling spokesperson credited their success to offering customers "a really useful banking app with a great user experience and 24/7 friendly customer service", distinguishing their approach from high street counterparts.

In the realm of online and mobile banking services, Chase UK joined forces at the upper tier alongside Monzo, which prevailed with an 86 percent approval rate.

Meanwhile, Nationwide upheld its prime position for in-branch experiences, closely followed by Metro Bank, echoing last year’s standings.

At the bottom of the scale, the Royal Bank of Scotland (RBS) saw an overall ranking with merely 46 percent customer satisfaction. Furthermore, it trailed behind in terms of in-branch services as well.

Subsequent to featuring at the bottom in 12 of the past 14 surveys conducted by Ipsos, RBS, now under NatWest Group operations, closed down 18 branches across Scotland in September 2024 amid dwindling footfall.

The survey questioned current account holders about the likelihood of them recommending their bank's services.