The measure of true customer service is how banking service providers react when something goes wrong. Our bank information surveys look at how well banking service providers are helping their customers deal with complaints.
Online complaint survey 2016
The scheme re-evaluated bank websites to measure the impact of the recommendations we made last year.
Online complaint survey 2015
This year we replaced our survey of how well banks deal with complaints at branches and looked at how well they present complaints information on their websites.
Mystery shopper report 2013
The 2013 exercise involved 31 students visiting 332 participant branches, using the same questions and methodology as in 2012.
Mystery shopper report 2012
This year we visited 336 branches, covering 14 participants, five of which were surveyed for the first time. It was the first survey to expand beyond banks to include non-bank deposit-takers.
Mystery shopper report 2011
The eleventh Mystery Shopper Exercise was completed in early 2011. Forty students visited 310 branches in 61 locations, making this by far the most extensive exercise conducted to date.
Mystery shopper report 2010
It is now ten years since the Banking Ombudsman conducted the first survey of bank branches to determine how well banks were fulfilling their obligation under the Code of Banking Practice to provide information about the complaints process.
Mystery shopper report 2008
This year we conducted our Mystery Shopper Exercise earlier than usual, and included a wider range of small town branches as well as the usual urban branches.
Mystery shopper report 2007
The Banking Ombudsman survey of bank branches – originally a biennial exercise – was made an annual event principally to provide banks with annual opportunities to review their compliance with requirements of the Code of Banking Practice.
Mystery shopper report 2006
The Banking Ombudsman survey of bank branches is now in its sixth year, and this is the third report in three years. The results this year have been generally rather disappointing.