2012 Credit Card Customer Satisfaction Survey Results

Want to find the best credit card for customer service? Our exclusive survey reveals what more than 10,000 consumers think of their credit card providers.

The annual uSwitch Credit Card Customer Satisfaction Report exposes the heroes and villains of the credit card market – we look at everything from interest rate charges to value for money, so you can see exactly which card companies are winning over the masses and which leave room for improvement.

Our tables show satisfaction scores for 18 of the UK’s biggest credit card providers - from the big high street banks to the supermarket newcomers. If you’re not with an award-winner, now could be the time to switch your credit card.

For each provider in the survey we've picked the most popular card according to uSwitch customers.

Overall satisfaction

1

92.3% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
2

91.4% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
3

91.3% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
4

88.3% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
5

82.8% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
6

82.0% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
7

78.7% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
8

74.3% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
9

74.0% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
10

72.9% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
11

72.3% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
12

72.0% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
13

71.7% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
14

71.5% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
15

71.3% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
16

69.5% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
17

65.2% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR
18

61.4% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating

Overall satisfaction - winners and losers

M&S Money claimed top spot for overall credit card satisfaction, notching an impressive score of 92.3%. The high street retailer featured in the top three in seven of the 11 categories.

The biggest improvement came from Virgin Money, rising seven places from 15th to 8th and an overall satisfaction score of 74.3%, while Nationwide fell from third place last year to sixth and a score of 82%.

With a score of 61.4%, Vanquis finds itself at the foot of the table in its first year the report, though it can console itself with the fact it lies within 10% of three of the biggest and most established card providers – Bank of Scotland, Barclaycard and HSBC.

Recommend to a friend

1

83.0% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
2

82.1% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
3

81.9% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
4

78.2% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
5

68.1% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
6

68.1% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
7

68.0% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
8

60.2% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
9

59.0% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
10

55.9% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
11

55.6% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
12

53.6% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
13

52.8% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
14

52.5% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
15

52.1% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
16

49.4% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
17

47.9% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR
18

35.3% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating

Recommend to a friend

The top three credit card providers our survey respondents would most recommend to a friend are the Co-operative Bank (83%), American Express (82.1%) and M&S Money (81.9%).

New player Sainsbury’s Finance highlighted the growing competition from non-traditional providers, attaining 68.1% and a joint-fifth position along with Capital One.

The three suppliers least likely to be recommended include Lloyds TSB (49.4%) and new entrants to the report, Bank of Scotland (47.9%) and Vanquis (35.3%).

Quality of application process

1

85.1% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
2

80.9% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
3

78.1% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
4

76.1% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
5

75.2% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
6

75.1% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
7

74.4% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
8

71.6% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
9

70.4% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
10

70.3% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
11

63.6% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
12

63.5% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
13

63.0% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
14

63.0% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
15

61.6% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
16

59.2% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
17

56.8% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
18

55.3% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Quality of application process

Vanquis tops the table for quality of the credit card application process with a score of 85.1% - American Express (80.9%) and Virgin Money (78.1%) make up the top three.

HSBC’s score fell by 7% to 59.2%, dropping the high street bank into the bottom three alongside Barclaycard (56.8%) and Bank of Scotland (55.3%).

Customer support

1

88.0% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
2

81.3% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
3

81.3% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
4

74.2% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
5

74.2% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
6

73.4% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
7

72.9% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
8

72.5% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
9

64.5% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
10

63.1% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
11

62.4% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
12

62.3% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
13

62.0% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
14

61.6% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
15

61.1% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
16

60.7% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
17

54.0% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
18

52.8% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Customer support

Ethical provider the Co-operative Bank won the award for best customer support, scoring an excellent 88% and improving on last year’s second place.

M&S Money and American Express finished joint second with scores of 81.3%, while new entrants Vanquis and Sainsbury’s Finance both achieved impressive scores of 74.2%.

Payment services

1

92.0% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
2

88.9% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
3

87.8% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
4

86.2% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
5

86.1% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
6

83.6% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
7

83.2% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
8

80.3% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
9

79.2% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
10

79.1% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
11

79.0% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
12

76.7% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
13

76.4% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
14

75.3% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
15

75.1% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
16

71.9% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
17

70.6% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
18

69.0% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Payment services

Last year’s overall winner for satisfaction, American Express, bagged top spot for payment services in 2012 with 92%. Tesco (88.9%) and the Co-operative Bank ( 87.8%) also scored highly in this category.

Three high street banks make up the bottom three – Lloyds TSB (71.9%), Halifax (70.6%), Bank of Scotland (69%).

Online services

1

88.2% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
2

78.7% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
3

78.7% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
4

75.9% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
5

75.2% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
6

72.3% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
7

72.2% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
8

71.3% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
9

68.8% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
10

67.8% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
11

67.1% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
12

64.6% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
13

64.4% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
14

62.8% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
15

61.4% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
16

61.2% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
17

59.7% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
18

48.9% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Online services

American Express was rated as having top notch online services for credit cards, scoring 88.2% in this area. Specialist credit card provider Capital One came joint-second on 78.7% along with Virgin Money.

Bank of Scotland props up the table for online with a mark of just 48.9%, some distance adrift of 17th placed Santander, which scored 59.7%.

Balance transfers

1

61.6% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
2

51.9% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
3

46.5% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
4

44.8% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
5

43.1% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
6

41.4% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
7

40.2% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
8

40.0% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
9

39.4% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
10

38.8% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
11

38.4% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
12

37.7% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
13

37.5% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR
14

37.3% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
15

36.5% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
16

34.0% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
17

33.8% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
18

27.9% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating

Balance transfers

Very few providers impressed when it came to balance transfers - Virgin Money topped the table with 61.6%, while the Co-Operative Bank found that its score of just 46.5% was good enough for third place.

Ten providers in the table scored less than 40%, illustrating the low satisfaction levels in this category.

Capital One (34%), American Express (33.8%) and Vanquis (27.9%) make up the bottom three.

Interest rate charges

1

28.2% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
2

28.0% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
3

25.2% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
4

24.8% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
5

23.6% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
6

23.0% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
7

22.6% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
8

21.8% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
9

21.2% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
10

21.0% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
11

18.2% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
12

17.7% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
13

15.9% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
14

15.5% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
15

15.5% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
16

15.2% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
17

14.1% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
18

12.7% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Interest rate charges

Somewhat predictably, none the card providers scored well for interest rate charges – not a single provider scored above 30% in this area.

The Co-operative Bank retained its first place position with a score of 28.2%, while M&S Money jumped from 11th last year to third place in this year’s survey with 25.5%.

Bank of Scotland limped home in last place with a mark of 12.7%.

Billing service

1

95.1% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
2

92.8% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
3

90.2% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
4

89.7% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
5

87.4% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
6

85.4% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
7

84.4% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
8

81.8% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
9

81.7% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
10

80.8% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
11

79.0% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
12

78.6% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
13

78.1% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
14

77.1% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
15

77.1% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
16

74.3% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
17

73.1% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
18

69.8% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Billing service

Consumers were clearly impressed with the billing service offered by American Express – the credit card provider scored an excellent 95.1%, climbing from its third place position in last year’s survey.

Bank of Scotland again finished bottom of the pile with 69.8% - the high street bank came last in six of the 11 categories.

Product information

1

85.5% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
2

80.0% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
3

79.6% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
4

76.1% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
5

75.7% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
6

72.8% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
7

71.1% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
8

69.8% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
9

66.6% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating
10

65.8% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
11

65.8% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
12

65.6% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
13

64.1% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
14

64.0% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
15

61.8% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
16

61.8% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
17

59.4% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
18

56.3% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR

Product information

M&S Money was praised for the clarity of its product information, scoring a table-topping 85.5%. The Co-operative Bank and American Express again scored highly, achieving second and third place with scores of 80% and 79.6%.

Santander and Bank of Scotland were found wanting in this field, with product information scores of 59.4% and 56.3% respectively.

Value for money

1

82.1% rating

American Express Platinum Cashback Card American Express
- 18.5% APR
- Provides great rewards
- Great for travel
- Cashback available
Representative example: When you spend £1200 at a rate of 14.0% (variable) per annum, with a £25 annual fee, your Representative APR is 18.5% APR (variable).
2

81.9% rating

Marks & Spencer Money MasterCard Marks & Spencer Money
- 15.9% APR
3

83.0% rating

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank
- 9.9% APR
4

78.2% rating

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank
- 16.9% APR
- Provides great rewards
5

68.1% rating

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance
- 19.9% APR
6

68.0% rating

Nationwide BS Select Credit Card Visa Nationwide BS
- 12.9% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 12.9% (variable) per annum, your Representative APR is 12.9% APR (variable).
7

68.1% rating

Capital One Classic Visa Capital One
- 34.9% APR
- Great for rebuilding your credit rating
Representative example: When you spend £1200 at a rate of 34.94% (variable) per annum, your Representative APR is 34.9% APR (variable).
8

55.6% rating

Santander 123 Credit Card MasterCard Santander
- 22.8% APR
- Provides great rewards
- Cashback available
Representative example: When you spend £1200 at a rate of 18.9% (variable) per annum, with a £24 annual fee, your Representative APR is 22.8% APR (variable).
9

59.0% rating

MBNA Platinum Visa MBNA Europe Bank
- 16.7% APR
10

60.2% rating

Virgin Money Credit Card MasterCard Virgin Money
- 16.8% APR
- Provides great rewards
Representative example: When you spend £1200 at a rate of 16.8% (variable) per annum, your Representative APR is 16.8% APR (variable).
11

52.5% rating

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard
- 17.9% APR
12

53.6% rating

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland
- 18.9% APR
- Provides great rewards
13

52.1% rating

Halifax Balance Transfer Credit Card MasterCard Halifax
- 17.9% APR
Representative example: When you spend £1200 at a rate of 17.95% (variable) per annum, your Representative APR is 17.9% APR (variable).
14

55.9% rating

HSBC Existing C/Acc CC Visa HSBC
- 17.9% APR
15

49.4% rating

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB
- 21.9% APR
- Provides great rewards
- Great for travel
- Airmiles
Representative example: When you spend £1200 at a rate of 13.95% (variable) per annum, with a £50 annual fee, your Representative APR is 21.9% APR (variable).
16

52.8% rating

NatWest Platinum Credit Card MasterCard NatWest
- 17.9% APR
- Provides great rewards
17

47.9% rating

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland
- 17.9% APR
18

35.3% rating

Vanquis Bank Aquis Visa Vanquis Bank
- 29.8% APR
- Great for rebuilding your credit rating

Value of money

American Express (85.1%), M&S Money (84%) and the Co-operative Bank (80.3%) each scored highly for value for money, with supermarkets Tesco (79.6%) and Sainsbury’s Finance (75.9%) lurking just behind in fourth and fifth place.

NatWest (51.9%), Bank of Scotland (46.4%) and new entrant Vanquis (39.7%) made up the bottom three in this area.

2012 Credit Card Customer Satisfaction Survey Results

Overall satisfaction

Marks & Spencer Money MasterCard Marks & Spencer Money

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank

American Express Platinum Cashback Card American Express

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance

Nationwide BS Select Credit Card Visa Nationwide BS

Capital One Classic Visa Capital One

Virgin Money Credit Card MasterCard Virgin Money

MBNA Platinum Visa MBNA Europe Bank

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland

NatWest Platinum Credit Card MasterCard NatWest

Santander 123 Credit Card MasterCard Santander

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB

Halifax Balance Transfer Credit Card MasterCard Halifax

HSBC Existing C/Acc CC Visa HSBC

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland

Vanquis Bank Aquis Visa Vanquis Bank

Overall satisfaction - winners and losers

Recommend to a friend

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank

American Express Platinum Cashback Card American Express

Marks & Spencer Money MasterCard Marks & Spencer Money

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance

Capital One Classic Visa Capital One

Nationwide BS Select Credit Card Visa Nationwide BS

Virgin Money Credit Card MasterCard Virgin Money

MBNA Platinum Visa MBNA Europe Bank

HSBC Existing C/Acc CC Visa HSBC

Santander 123 Credit Card MasterCard Santander

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland

NatWest Platinum Credit Card MasterCard NatWest

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard

Halifax Balance Transfer Credit Card MasterCard Halifax

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland

Vanquis Bank Aquis Visa Vanquis Bank

Recommend to a friend

Quality of application process

Vanquis Bank Aquis Visa Vanquis Bank

American Express Platinum Cashback Card American Express

Virgin Money Credit Card MasterCard Virgin Money

Marks & Spencer Money MasterCard Marks & Spencer Money

Santander 123 Credit Card MasterCard Santander

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank

Capital One Classic Visa Capital One

Nationwide BS Select Credit Card Visa Nationwide BS

Halifax Balance Transfer Credit Card MasterCard Halifax

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB

NatWest Platinum Credit Card MasterCard NatWest

MBNA Platinum Visa MBNA Europe Bank

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland

HSBC Existing C/Acc CC Visa HSBC

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland

Quality of application process

Customer support

The Co-operative Bank Platinum Fixed Rate Visa The Co-operative Bank

Marks & Spencer Money MasterCard Marks & Spencer Money

American Express Platinum Cashback Card American Express

Vanquis Bank Aquis Visa Vanquis Bank

Sainsbury's Finance Credit Card Nectar Hold Tier 2 Sainsbury's Finance

Tesco Bank Clubcard Credit Card MasterCard Tesco Bank

Nationwide BS Select Credit Card Visa Nationwide BS

Capital One Classic Visa Capital One

RBS Student Account Holders Student Card MasterCard Royal Bank of Scotland

MBNA Platinum Visa MBNA Europe Bank

NatWest Platinum Credit Card MasterCard NatWest

Barclaycard Platinum Balance Transfer 24 mth Visa Barclaycard

HSBC Existing C/Acc CC Visa HSBC

Lloyds TSB Premier Duo Avios MasterCard Lloyds TSB

Virgin Money Credit Card MasterCard Virgin Money

Halifax Balance Transfer Credit Card MasterCard Halifax

Santander 123 Credit Card MasterCard Santander

Bank of Scotland Advantage Existing C/A Cust MasterCard Bank of Scotland