Local Bank Tops Satisfaction Survey of British Bank Customers Nine Years in a Row

Handelsbanken, the local relationship bank, was today rated top for customer satisfaction and loyalty for the ninth year running, in an independent survey of British banks’ personal and business customers*.

Named Britain’s most admired bank**, the 146-year-old bank with a branch in Dunfermline, has once again significantly outstripped its British banking competitors for both customer satisfaction and loyalty, and further improving its scores versus last year. This top rank is also a position Handelsbanken has enjoyed in its home country of Sweden since surveys began in 1989.

The survey - by European research institution EPSI Rating - confirms that Handelsbanken maintained its top rankings. The results build on the bank’s standing in the Government-backed Business Banking Insight survey (BBI), where Handelsbanken was ranked top by its SME customers***. Run by the British Chambers of Commerce and the Federation of Small Businesses, the BBI survey found that Handelsbanken’s SME customers were more willing than customers of their competitors to recommend their bank.

As well as the Dunfermline branch, Handelsbanken now serves individual and corporate customers in another 207 communities throughout the UK. The Bank puts customer satisfaction first, and believes local branches are best-placed to make all decisions relating to their customers. Dunfermline branch staff have full power to advise customers and agree individual product terms and pricing, free from targets or bonus incentives.

Jim Donnelly, branch manager of Handelsbanken’s Dunfermline branch commented:

“We are delighted to receive the independent recognition of the quality of our service that has been well received by our growing customer numbers across Fife’’.

Handelsbanken has also published its latest (Q3) financial results, revealing that net lending to UK households rose by 11% (to £6.2bn) in the last 12 months. The Bank also extended net lending to UK businesses by a further 11%, to £12.4bn in total.

Handelsbanken’s group results also reaffirm its exceptionally strong capital and liquidity positions, and low credit loss ratios, which have earned it amongst the highest credit ratings of any international bank. In September 2017, the Bank was named the third safest commercial bank in the world, by Global Finance magazine.

The Swedish-headquartered bank operates over 800 branches in more than 20 countries worldwide.

A team of four bankers serves customers in Dunfermline and the wider Fife community, drawing on a combined 78 years of banking experience. Businesses and individuals can contact the branch by calling 01383 726064 or by visiting 1 Pitreavie Drive, Dunfermline, KY11 8US.