The big three banks were identified as having the least reliable online services after an analysis of Downdetector data.
Rouge Media’s web design and development experts reviewed data from the website monitoring service of 18 UK banks and building societies offering current accounts.
Researchers found Santander customers are having the most difficulty accessing their accounts and using banking services in 2021. Downdetector officially recorded 64 different issues and outages last year on Santander’s website and app .
Santander also has the most user complaints of all time (6,635) on the web monitoring platform – more than any other UK bank or building society.
In August 2021, Santander announced plans to close 111 high street branches in response to customers’ continued shift to mobile and online banking, a long-term trend that has been accelerated by the pandemic. The bank had problems with its online banking services in May 2021 and November 2021.
A Santander spokesperson said: “The resilience of our services is a top priority for us and we are making constant improvements to our systems to ensure we provide the most reliable service possible to our customers. Whenever an issue arises, we keep our customers closely informed, offer alternative ways to access our products and services where possible, and work with those affected to ensure they are not left behind. account.
Lloyds Bank came second in the study, with 44 recorded issues and outages for its website and app last year. Overall, 3,920 user complaints were left on Lloyd’s Downdetector profile from customers experiencing issues. In June 2021, it announced the closure of 44 branches.
TSB was in third place in the study, with Downdetector recording 38 outages or confirmed issues with its online banking services in 2021. Its profile also has 4,120 user-generated complaints – the second highest of the 18 banks surveyed.
Halifax, with 35 recorded incidents, and Barclays, with 33 incidents, made up the rest of the five least reliable online banks.
The pace of bank branch closures has been accelerated by the Covid-19 pandemic and falling footfall on UK high streets. In response to this trend, the Financial Conduct Authority (FCA) is considering new rules to prevent banks from closing high street branches to ensure consumers and businesses can still access cash.
At the other end of the table, Starling Bank ranked as the most trusted online banking service in 2021, with Downdetector only registering one issue last year. It also has the fewest user-generated complaints on its profile at just 38.
Other challenger banks, Monzo and Smile, are also among the most reliable according to the study, with only three and two issues respectively reported by Downdetector in 2021.