First Direct makes it two in a row at Which? Awards 2011

First Direct has won the Which? Award for Best Financial Services Provider for the second year running, beating NFU Mutual and Co-op Bank to the coveted prize.

The bank has gone from strength to strength this year, improving on its already impressive scores in Which? customer satisfaction surveys for both savings and current accounts. Its rating of 92 per cent for current accounts is the highest score a company has achieved across any of the sectors Which? covers.

Barclays scooped the Which? Positive Change Award, introduced this year to recognise a company that has made significant changes that have resulted in a better deal for their customers.  Which? has recognised the improvements Barclays has made for its customers this year, including rewarding staff who help customers rather than just for selling products, and being the first bank to pay out Payment Protection Insurance compensation on a "no-quibble" basis.

Peter Vicary-Smith, chief executive of Which?, says "The financial services industry is not well known for providing good customer service, but there are a few shining lights who are bucking the trend and deserve recognition

"Barclays is making huge strides in improving the consumer experience , while First Direct has improved on its already excellent satisfaction scores.  This just goes to show that all businesses, regardless of how well they are already doing, can take steps to make the services they offer their customers better."