The worst banks for mobile app outages, revealed

However, Santander’s mobile app is the least complained about out of any bank. That is according to an in-depth report on credit card statistics from money.co.uk. As part of their research, they analysed responses from major UK credit card providers on Twitter, revealing the top reasons customers complain to their credit card providers online.  

The results reveal that 1 in 4 (25.58%) credit card customers complain about the length of calls and hold times - the most pressing issue for customers at over two-thirds (69%) of all banks analysed.  

Complaints about call and hold times were reported most widely by customers of The Co-operative Bank — with almost 2 in 5 complaint tweets to the bank regarding this issue. Revolut has the lowest volume with just under one in 10 (11.92%) complaints regarding this issue — 22.62% less than Santander (34.54%). 

Debit and credit cards are the second most common reason customers complain online, with 1 in 5 (20.15%) contacting their card provider to report issues. When looking at credit card complaints only, Virgin Money comes in first with a third (29.54%) of their complaints. Following closely behind are Halifax (21.71%), NatWest (20.94%) and RBS (20.46%). Nationwide reported the least amount of credit card complaints (12.81%).  

The third most widely reported issue relates to mobile app issues. Interestingly, despite being a mobile-only bank, customers at Revolut have reported the highest percentage of mobile app issues. Metro’s mobile app was also the main reason customers contact the bank, with 23% complaining about it online. In comparison, just 6.80% of Santander customers were found to have reported a problem with the bank’s mobile app.  

Payment errors and online banking are also amongst the most common customer complaints online. 1 in 10 (11.17%) customers contact their credit card providers online with issues regarding payment errors. 

Online banking was a common issue for The Co-operative Bank, with 17.08% of customers going online to complain about it. Revolut (3.16%), Virgin Money (8.11%) and Barclays are among the credit card providers with the least amount of online banking complaints.