A focus on long-term customer relationships sees Handelsbanken retain top spot in CMA Business Banking survey, one year on

For immediate release, 15 August 2019

Local relationship bank, Handelsbanken, has retained its top-ranking position in four of the five categories identified by the Competition and Markets Authority’s (CMA) independent service quality survey for business banking. The results were published for the third time today, one year on from their original publication last August.

Handelsbanken, which has over 200 branches across the UK, has for many decades recognised the value of customer satisfaction in running a successful bank. This has led to the survey once again naming Handelsbanken best for overall service quality (85%); relationship / account management (89%); SME overdraft and loan services (81%); and services in branches and business centres (78%)(1).

Mikael Sorensen, UK CEO, says: “We are delighted with the results of the CMA’s third service quality survey for business banking and would like to thank our SME customers for rating us the leading bank for overall quality of service, yet again.

“At Handelsbanken we focus on building long-term relationships with our customers: We know them personally and, when it comes to decision-making, we always put their interests first.

“Our branches are empowered to make the majority of banking decisions so our customers are able to talk directly to a decision maker who knows them and their financial circumstances. We believe that makes a difference.”

Handelsbanken has no product or sales targets, helping to ensure customers’ best interests remain at the front and centre of decision-making processes. Its approach has led to Handelsbanken receiving the highest rating for customer satisfaction for the tenth year running in an independent survey of British banks’ personal and business customers(2).

The CMA’s ongoing survey, most recently conducted from July 2018 to June 2019, is intended to help customers compare the quality of service offered by Britain’s 14 largest business current account providers. The survey looks at customers’ willingness to recommend a financial provider to other SMEs based on factors such as their overall service quality and their online, mobile, lending and branch services.

All banks participating in the CMA’s service quality survey will be required to display the latest results in their branches and on their websites from today onwards. The survey will be ongoing and the results will be updated every six months, in August and February.

The survey will interview approximately 1,200 customers per provider across Great Britain each year. Results will only be published where at least 100 customers have provided a score for a service in the survey period.


For more information please contact:

Mariana Wall, Corporate Communications

020 7578 8198 / 07483 036936


Notes to editors

CMA Service Quality Results – business banking August 2019

1 BVA BDRC, August 2019. For more information, please visit –  www.bva-bdrc.com/products/business-banking-service-quality-great-britain/ Opens in a new window

2 EPSI Rating, October 2018. For more information, please visit -  www.epsi-rating.com/wp-content/uploads/2016/07/EPSI-Rating-UK-Banking-2018.pdf Opens in a new window

For photos and logos, please visit: www.handelsbanken.co.uk/media

Handelsbanken is the trading name of Handelsbanken plc, which is incorporated in England and Wales with company number 11305395. Registered office: 3 Thomas More Square, London, E1W 1WY, UK. Handelsbanken plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 806852.

Handelsbanken plc is a wholly-owned subsidiary of Svenska Handelsbanken AB (publ).

In Sweden, Handelsbanken is one of country’s leading banks with approximately 750 branches in 19 countries, and over 12,000 employees.

Handelsbanken was established in Stockholm in 1871 and has operated in the UK since 1982. The UK is one of Handelsbanken’s six “home market” countries, where the bank offers full service banking to domestic market customers, the other countries being Sweden, Denmark, Norway, Finland and the Netherlands.

In the UK, Handelsbanken is a full-service bank with a decentralised way of working, a strong local presence due to a nationwide network of over 200 branches and a long-term approach to customer relations. Handelsbanken specialises in providing personalised and competitive banking services to both businesses and individuals, as well as wealth management services provided by specialists, Handelsbanken Wealth Management. Its investment management services are provided through its UK subsidiary, Heartwood Investment Management. Each Handelsbanken branch operates as a small business enabling it to make decisions at a local level and provide a service that is bespoke. The focus is always on the need of the individual customer and not on the sale of specific products, hence the bank does not offer its branch staff bonuses.