The banks that deliver on customer service

Last year, Britain’s first new high-street bank in almost 140 years opened its doors. Metro Bank emphasised good customer service, with longer opening hours and helpful staff. So, one year on, has Metro Bank been a success - and what effect has it had on the rest of the banking market? Ruth Jackson investigates, and looks at how well Britain's banks are doing on customer service.

Just over a year ago the first new bank to hit Britain's high streets in almost 140 years opened. Metro Bank's first branch in Holborn, London, promised to change the way we bank in Britain. There would be longer opening hours, attentive, helpful staff and free giveaways when you opened a bank account. So, a year on, has Metro Bank been a success and what impact has it had on the rest of the banking market?

In short, it seems to be doing rather well. It is expanding its branch network faster than forecast, with six branches already open in London and at least 200 set to be open in the capital by 2020. The bank is also, reportedly, proving popular with customers, with founder Vernon Hill saying deposits are "growing rapidly" although there are no official figures to support that claim yet.

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MetroN/APersonal current account0%15% EAR
First Direct90%1st Account0%0% for the first £250, then 15.9% EAR
Smile (Co-op)86%Current account0.12% AER15.9% EAR
Nationwide BS69%Flex Account0%18.9% EAR
HSBC57%Bank Account0%19.9% EAR
Lloyds TSB55%Classic Account with Vantage0% or 2% AER if you pay in £1,000 a month, rising to 4% AER if you pay in £5,000-£8,000 a month*19.3% EAR
NatWest/RBS54%Current account0%0% for the first £100, then 19.89% EAR
Barclays51%Bank account0%19.3% EAR
Halifax50%Reward current account0% unless you pay in £1,000 a month, in which case you'll receive £5 a month up to £2,500£1 a day on overdrafts
Santander42%Preferred current account5% for the first 12 months on balances up to £2,500, then 1%0% for the first 12 months, then 50p a day capped at £5 a month
Ruth Jackson-Kirby

Ruth Jackson-Kirby is a freelance personal finance journalist with 17 years’ experience, writing about everything from savings accounts and credit cards to pensions, property and pet insurance.

Ruth started her career at MoneyWeek after graduating with an MA from the University of St Andrews, and she continues to contribute regular articles to our personal finance section. After leaving MoneyWeek she went on to become deputy editor of Moneywise before becoming a freelance journalist.

Ruth writes regularly for national publications including The Sunday Times, The Times, The Mail on Sunday and Good Housekeeping, among many other titles both online and offline.