Client satisfaction

Private client satisfaction survey

Providing exceptional personal service to our clients is a value that has underpinned our bank throughout our heritage. We regularly ask our clients to tell us what they think so we can continue to deliver the best-in-class service our clients expect and deserve. Client feedback matters because it informs us, not only on what we are doing right but crucially, where and how we can improve.

Subsequently, every year since 2021, we have invited all our clients to complete a client satisfaction survey – to answer questions about our service, our products, our fees and our private banking team. We have always scored highly compared to our peers and continue to do so, as our latest results show.

I find the service offered exceeds my expectations. In this online/digital world, the personal human interaction is something I highly value.

Private Banking client

Joining Weatherbys has been a game changer for us and we are delighted to be clients. We receive outstanding service and enjoy the easy to use online banking system, with the back up of our bankers, who could not be more kind, knowledgeable and helpful.

Private Banking client

Overall the service is the best I’ve had having banked with all the major banks personally and in business.

Private Banking client

I feel very privileged to be a client of Weatherbys.

Private Banking client

The Edinburgh office provides an excellent service and is a breath of fresh air in the world of personal finance.

Private Banking client

We love banking at Weatherbys. We particularly appreciate that the bank recognise my husband and I working together to manage our finances as a team.

Private Banking client

Client survey highlights

This last year, we scored extremely high on client satisfaction, with 99 per cent saying they were pleased with us overall, 99 per cent saying we are accessible and responsive and 98 per cent of our clients feeling valued. In addition, 98 per cent of our clients are happy with the relationship with their private banker.

We also scored strongly on the net promoter score (NPS)* score, which is a key indicator of how much clients value our service because it is based on how likely they are to recommend us. Our NPS has consistently been above 73 since we started surveying clients and in 2025 this increased to 84 (+3 versus 2024) – a market leading score amongst private banks in the UK.

At Weatherbys, we continually invest in our technology, products and services to strengthen the trusted relationships our clients rely on. But while digital capability is essential, we believe personal connection matters more than ever. Unlike many larger banks that move clients into pooled, telephone only services, we remain committed to genuine relationship banking. Every family has a named banker and assistant who understand their full financial picture and can act quickly when needed.

All our bankers are qualified professionals from lending to investment advice and we empower them to make decisions fast. We also keep client portfolios intentionally low, ensuring they have the time and insight to build meaningful, long term relationships.

As a seventh generation family business, we take a longer term view than many publicly owned competitors. We invest sustainably, not to maximise profit at every opportunity, but to do what is right for clients over time. This long standing approach, combined with deep expertise and continuity, allows us to deliver the kind of genuinely personal service that is increasingly rare in today’s banking world.

As a central part of a Group with a 256-year heritage, we are proud to deliver what our clients value most: a direct and genuine relationship with a knowledgeable team of experts centred around a banker, all who are easy to contact and quick to respond.  We take time to understand the individual circumstances of our clients so we can deliver a tailored and responsive private banking service.

Oliver Barnett, Head of Private Clients

*Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. It’s calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” The NPS is the percentage of customers who are promoters (those who scored 9 or 10) minus the percentage who are detractors (those who scored 0 to 6). Banking industry average of 30 source: customergauge.com.

The 2025 private client survey was carried out between December 2025 and January 2026 and the results were published in February 2026. The 2026 survey will be published in February 2027.