Challenger banks have once again taken the lead in the Competition and Markets Authority’s (CMA) latest banking satisfaction survey.
Covering Great Britain and Northern Ireland, the results reveal Monzo, Chase, and Starling among the top performers, while several traditional high street names struggle to keep pace.
CMA Banking Satisfaction Overview
The CMA publishes this independent survey annually to help customers compare personal and business current account providers. Conducted between July 2024 and June 2025 by Ipsos and BVA-BDRC, it assesses online and mobile banking, overdraft services, in-branch experiences, and business account management.
The goal is transparency—making it easier for individuals and small businesses to switch to providers that better meet their needs. Banks must display these results prominently online and in-branch, ensuring customers can make informed decisions.
Personal Account Rankings – Great Britain
Monzo secured first place in Great Britain’s personal account rankings for the fifth consecutive year. Chase and Starling Bank tied for second place, cementing the dominance of digital-first providers.
At the lower end, The Co-operative Bank, Virgin Money, and Royal Bank of Scotland received the poorest ratings.
Business Account Rankings – Great Britain
Monzo topped the business banking list, followed closely by newcomer Mettle—a NatWest service for sole traders and microbusinesses.
Starling Bank claimed third. Traditional players Barclays, HSBC UK, and Bank of Scotland landed in joint 14th, with The Co-operative Bank ranked last.
Personal and Business Rankings – Northern Ireland
Northern Ireland’s results show some variation from Great Britain. For personal accounts, Monzo once again ranked first, with Nationwide and Starling Bank following. In business accounts, Santander claimed the top spot, while Allied Irish Banks ranked lowest.
Banking Satisfaction Rankings 2025
| Region & Category | 1st Place | 2nd Place | 3rd Place | Lowest Ranked |
|---|---|---|---|---|
| GB – Personal | Monzo | Chase, Starling | — | RBS |
| GB – Business | Monzo | Mettle | Starling | Co-operative Bank |
| NI – Personal | Monzo | Nationwide | Starling | Allied Irish Banks |
| NI – Business | Santander | Danske Bank, Ulster Bank | — | Allied Irish Banks |
Main Trends Since 2018
Since the CMA began publishing these rankings in 2018, digital-first banks have consistently outperformed their high street counterparts.
Monzo and Starling have become mainstays at the top, while Chase rapidly climbed the rankings following its UK launch. In contrast, Virgin Money and RBS have remained among the lowest-scoring providers year after year.
CMA Banking Satisfaction Rankings: 2019–2025
(Personal current account focus, Great Britain)
| Year | 1st | 2nd | 3rd | Bottom 2 | Notes |
|---|---|---|---|---|---|
| 2019 | Handelsbanken | (Traditional) | – | – | Monzo & Starling just introduced |
| 2020 | Monzo | Starling | – | Virgin Money, RBS | Digital banks debut at the top |
| 2021 | Monzo | Starling | – | Virgin Money, RBS | Digital dominance confirmed |
| 2022 | Monzo | Starling | Chase (entry) | Virgin Money, RBS | Chase enters top 3 |
| 2023 | Monzo | Starling | Chase | Virgin Money, RBS | Pattern holds |
| 2024 | Monzo | Starling | Chase | Virgin Money, RBS | Trend continues |
| 2025 | Monzo | Chase, Starling | – | Virgin Money, RBS | Monzo stays top; digital banks dominate |
Why Challenger Banks Excel
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Customer-Centric Technology – App-based platforms offer faster transactions, real-time notifications, and intuitive interfaces.
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Lower Fees – Many digital banks operate with reduced overheads, allowing for competitive pricing.
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Responsive Support – In-app chat and dedicated teams give customers quicker resolutions compared to traditional call centre queues.
Impact on Small Businesses
For entrepreneurs and freelancers, banking quality can directly affect income and efficiency. Mettle’s debut in second place for Great Britain’s business accounts shows there is demand for nimble, digital-first services in the commercial banking space.
Great Britain: Business current account providers (out of 17)
| 1st | Monzo |
| 2nd | Mettle |
| 3rd | Starling Bank |
| 14th (joint) | Barclays |
| 14th (joint) | HSBC UK |
| 14th (joint) | Bank of Scotland |
| 17th | The Co-operative Bank |
What This Means for Customers
The CMA’s rankings provide an opportunity for customers to reassess their banking choices. A consistently low score can signal ongoing service issues, while high rankings highlight providers delivering reliable, customer-focused experiences.
Takeaways for Consumers and Businesses
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Monzo remains the leader for both personal and business banking in Great Britain.
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Challenger banks dominate the top rankings, signalling a long-term shift in customer preferences.
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Traditional banks must adapt to meet modern service expectations or risk continued decline.
In Conclusion
The 2025 CMA banking satisfaction survey reinforces a clear message: challenger banks are setting the pace in both personal and business banking.
For consumers and entrepreneurs, these rankings offer a valuable tool to evaluate service quality and, if necessary, make the switch to a more reliable provider.
Sources: Competition and Markets Authority, Handelsbanken and The Stack.
Prepared by Ivan Alexander Golden, Founder of THX News™, an independent news organization delivering timely insights from global official sources. Combines AI-analyzed research with human-edited accuracy and context.
