Well known banking brands such as Lloyds and Barclays are the poorest performers for customer service and complaints handling, Which? has found.

The consumer watchdog Which? carried out research on how customers rated the service of the most popular finance providers.

Out of the 48 banks in the study, Lloyds and Danske Bank drew as the worst finance brands with a joint score of 58% of complaints being handled satisfactorily.

Barclays was second from the bottom of the leaderboard with a score of 59%.

The results were disappointing for many other of the high street banks with RBS (61%), Halifax (63%), Bank of Scotland (64%), HSBC (64%), and Santander (66%), all finishing in the lower half of the table.

Nationwide came out on top with an overall score of 77% for complaints handling. AA and Metro Bank followed closely behind with a joint score of 75%.

AA seems to be the quickest as it scored 100% for its speed in resolving complaints. Nationwide scored 98%.

Studying the complaints analysis, Which? found some of the biggest insurance brands have fallen down for customer satisfaction – with Allianz falling 31 places overall. Swiftcover and Esure dropped 21 and 20 places respectively since 2015.

Big banks stuck in the lower half of the table should act quickly to put customers first.

Gareth Shaw, a money expert at Which?
Atom 290 lives here

The biggest improvement since 2015 was seen with Virgin Money, who jumped 29 places from 2015. Co-Operative Bank (up 25 places) and Bank of Scotland also achieved higher customer scores than two years ago. 

Looking at complaints scores alone, Saga ranked first with an impressive 85%, helping to offset its below-average score in the customer satisfaction category. 

Gareth Shaw, a money expert at Which?, said: “These results show a really varied consumer experience – with some real success stories, but also clear failures. Big banks stuck in the lower half of the table should act quickly to put customers first. 

“Our research exposes a big gap between the best and worst and should encourage consumers to make the switch to a provider that better suits them. Consumers have more choice than they think so should make the switch to a provider that better suits them, rather than putting up with a poor service.” 

Which measured the complaints score by gathering 27,000 survey responses from customers. 

The results are based on consumers who are currently have or are looking to buy the following, current accounts, savings, credit cards, mortgages, and car and home insurance.

The Register, recently reported on the frustration of many Lloyds customers who were affected by technical glitch with the Cardnet payment system. Lloyds deny claims that it suffered a cyber attack.