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The 12 UK banks with the best public reputation

AP Photo/Lefteris Pitarakis

Ross McEwan, CEO of the Royal Bank of Scotland (RBS).

Financial institutions in the UK have taken a reputational beating in the years since the financial crisis, with trust in bankers and their employers hitting rock bottom among the general public after billions of pounds of bailouts and accusations of widespread misconduct in the pre-crisis years.

Nearly 10 years on from the beginning of the crisis, Britain’s banks are starting to fix their tarnished reputations and regain public trust.

Some lenders are doing better than others, however. A new study from the Reputation Institute gives all of the UK’s top retail banking players a score out of 100.

Scores are calculated by looking at what it calls “seven key rational dimensions of reputation.” These are: products and services, innovation, workplace, governance, citizenship, leadership, and performance.

“The impact from reputation on the business is massive, which is why the leading companies in the world are managing this asset in a systematic way,” James Bickford, the managing director of the institute says in a press release.

Here’s how the major banks rank:

12. RBS — 51.7: Subject to the biggest government bailout during the financial crisis, and still under partial state ownership, RBS has struggled to regain its reputation since 2008. It has, however, seen its reputation increase since last year, the report says.

11. TSB — 60.6: Spun out from the bailed-out Lloyds TSB in 2013, TSB actually drops one place from 10th this year, but its reputation score has increased from 59.7 in 2016.

10. HSBC — 62.6: Europe’s biggest bank by total assets, HSBC is a truly global bank, but calls the UK home. HSBC turned down government assistance during the financial crisis. It’s reputation score increases from 62.1 in 2016.

9. Natwest — 62.8: Wholly owned by RBS, National Westminster Bank employs 33,000 people and serves around 7.5 million customers. Its reputation actually fell in 2017, dropping from a score of 65.1 in 2016.

8. Co-Op Bank — 64.1: Co-op Bank’s reputation took a big hit in late 2013 after footage emerged of former non-executive chairman Paul Flowers apparently agreeing to buy cocaine and methamphetamine. The footage came to light after Flowers had departed the bank. A balance sheet black hole also forced the bank into the hands of hedge funds who are now struggling to find a buyer. Despite all this, the Co-op has seen its standing increase significantly in 2017, climbing from 62.4 points to 64.1.

7. Barclays — 64.6: Barclays did not participate in the government’s bailout programme during the financial crisis, but former CEO Bob Diamond came to embody the ‘casino banking’ style that typified the City pre-crisis. As a result, the bank’s reputation still suffered. There has been a big jump in the bank’s score this year, climbing almost five points from its 2016 score of 59.8.

6. Santander — 64.7: A subsidiary of Spanish giant Santander Group, Santander UK was formed in 2010 when Abbey National and Bradford & Bingley merged, taking on the Santander name. The bank has roughly 14 million customers.

5. Metro Bank — 65.7: A new player on the UK banking scene, Metro Bank was founded by American businessman Vernon Hill in 2010. It has sought to differentiate itself by offering what it thinks is a higher level of customer service than traditional lenders.

4. Lloyds — 66.1: Lloyds returned completely to private ownership in May 2017 when the government sold its final stake in the bank, first taken during the financial crisis. Lloyds has seen its reputation surge in 2017, climbing from 11th to 4th in the Reputation Institute’s ranking. That is “despite the widely reported personal controversies surrounding CEO António Horta Osório,” the Reputation Institute says.

3. Halifax — 67.3: Part of the Lloyds Group, Halifax was formerly part of the Halifax Bank of Scotland group. Its reputation score is unchanged from 2016, but it does jump one place in the ranking.

2. Virgin Money — 68.1: Having bought the collapsed Northern Rock for £747 million in 2011, Virgin Money has a large presence in the North East of England and has managed to shrug off any residual reputational issues from Northern Rock’s demise. It scores fewer points than in 2016, but keeps the same place.

1. Nationwide Building Society — 79.8: “The strong reputation score Nationwide has achieved this year and last year proves that the sector a business operates in does not need to hold it back from striving for an excellent reputation,” James Bickford, the Reputation Institute’s MD says in a statement.

Read more stories on Business Insider, Malaysian edition of the world’s fastest-growing business and technology news website.

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The 12 UK banks with the best public reputation

The 12 UK banks with the best public reputation

12. RBS — 51.7: Subject to the biggest government bailout during the financial crisis, and still under partial state ownership, RBS has struggled to regain its reputation since 2008. It has, however, seen its reputation increase since last year, the report says.

11. TSB — 60.6: Spun out from the bailed-out Lloyds TSB in 2013, TSB actually drops one place from 10th this year, but its reputation score has increased from 59.7 in 2016.

10. HSBC — 62.6: Europe’s biggest bank by total assets, HSBC is a truly global bank, but calls the UK home. HSBC turned down government assistance during the financial crisis. It’s reputation score increases from 62.1 in 2016.

9. Natwest — 62.8: Wholly owned by RBS, National Westminster Bank employs 33,000 people and serves around 7.5 million customers. Its reputation actually fell in 2017, dropping from a score of 65.1 in 2016.

6. Santander — 64.7: A subsidiary of Spanish giant Santander Group, Santander UK was formed in 2010 when Abbey National and Bradford & Bingley merged, taking on the Santander name. The bank has roughly 14 million customers.

5. Metro Bank — 65.7: A new player on the UK banking scene, Metro Bank was founded by American businessman Vernon Hill in 2010. It has sought to differentiate itself by offering what it thinks is a higher level of customer service than traditional lenders.

3. Halifax — 67.3: Part of the Lloyds Group, Halifax was formerly part of the Halifax Bank of Scotland group. Its reputation score is unchanged from 2016, but it does jump one place in the ranking.

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The 12 UK banks with the best public reputation

12. RBS — 51.7: Subject to the biggest government bailout during the financial crisis, and still under partial state ownership, RBS has struggled to regain its reputation since 2008. It has, however, seen its reputation increase since last year, the report says.

11. TSB — 60.6: Spun out from the bailed-out Lloyds TSB in 2013, TSB actually drops one place from 10th this year, but its reputation score has increased from 59.7 in 2016.

10. HSBC — 62.6: Europe’s biggest bank by total assets, HSBC is a truly global bank, but calls the UK home. HSBC turned down government assistance during the financial crisis. It’s reputation score increases from 62.1 in 2016.

9. Natwest — 62.8: Wholly owned by RBS, National Westminster Bank employs 33,000 people and serves around 7.5 million customers. Its reputation actually fell in 2017, dropping from a score of 65.1 in 2016.

6. Santander — 64.7: A subsidiary of Spanish giant Santander Group, Santander UK was formed in 2010 when Abbey National and Bradford & Bingley merged, taking on the Santander name. The bank has roughly 14 million customers.

5. Metro Bank — 65.7: A new player on the UK banking scene, Metro Bank was founded by American businessman Vernon Hill in 2010. It has sought to differentiate itself by offering what it thinks is a higher level of customer service than traditional lenders.

3. Halifax — 67.3: Part of the Lloyds Group, Halifax was formerly part of the Halifax Bank of Scotland group. Its reputation score is unchanged from 2016, but it does jump one place in the ranking.

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