Our customers are still the happiest

Published on 2 October 2019

THE Cumberland’s bank account customers are the happiest in the UK, according to the latest Autumn 2019 Fairer Finance ratings.

The building society has consistently picked up the award in recent years, and has cemented its place at the top with an 86% customer happiness rating.

It means that the region’s largest financial institution also maintains its place as the top spot in the UK for bank accounts, with an overall rating of 73%, which factors in customer trust, complaints performance and transparency. This is 3% higher than the runner-ups, First Direct and Nationwide.

Only First Direct came close for customer happiness, rating 4% lower than The Cumberland.

Claire Deekes, head of distribution, said: “We are of course delighted to be named the number one provider for bank accounts in the UK by Fairer Finance. The fact that we are comfortably top once again for customer happiness is, perhaps, even more satisfying.

“It means that we are doing things right and meeting our customers’ needs, and they really appreciate the service.

“Having been awarded this accolade on a number of occasions, it really gives us something to strive for to ensure we maintain our top spot for 2020.”

The Cumberland, which serves customers across Cumbria and over the border into Scotland, North Lancashire and parts of Northumberland, is one of the few UK building societies to provide its own current accounts.

As well as its impressive rating from Fairer Finance, it also recently received two prestigious Feefo Gold Service awards, which recognise businesses for delivering exceptional experiences, based on genuine reviews and customer insights.

The awards are the latest in a string of accolades afforded to The Cumberland in 2019, which have also included winning Mortgage Finance Gazette’s Regional Building Society of the Year award for the fifth year in succession, and also collecting Moneyfacts’ Regional Lending Provider of the Year.