Client feedback -
Arbuthnot Latham 2025 client survey results: High satisfaction scores and the power of relationship-driven banking
Our 2025 Client Feedback Survey shows strong satisfaction and advocacy levels across our private and commercial banking clients.
Arbuthnot Latham’s 2025 client feedback survey: Exceptional results
At Arbuthnot Latham, client feedback is at the heart of everything we do. It informs us not only about what we are doing right but, crucially, where and how we can improve. Every insight helps us refine our services and strengthen client relationships.
This is why we conduct regular client feedback inviting clients to share their views on our service, products, fees, and their relationship team. This open dialogue ensures we remain aligned with our client expectations and continue to evolve and deliver exceptional experiences.
Outstanding results from our latest survey
The latest results speak volumes about the trust and confidence clients place in Arbuthnot Latham:
Client sentiment remains exceptionally strong, with 94% of clients satisfied or extremely satisfied overall. We also achieved a net promoter score of 68 – a measure of customer loyalty and satisfaction – which is well above the financial services industry average of 27[1].
95%
are satisfied or extremely satisfied with their relationship team
96%
are satisfied or extremely satisfied with our service quality
96%
are satisfied or extremely satisfied with the access and responsiveness of their relationship manager
Testimonials: What clients are saying about their experience
“Personal and high level of interest in our business and sector along with very helpful knowledge. Highly value the introductions to related businesses and business owners.”
Commercial banking client
“I value the fact that every time you need to chat to anyone, the people on the other end of the phone are always friendly and efficient and easy to understand.”
Private banking client
“The personal service we get from our relationship manager and team at Arbuthnot is exactly what we want for our banking experience.”
Commercial banking client
“It's the team’s knowledge of me and my circumstances and not having to keep explaining my issues/drivers. Also, a proactive/open approach to doing business.”
Private banking client
“The team have a real understanding and interest in us. They always do what they say they will do.”
Private banking client
“The team at AL are all fantastic, supportive, responsive and helpful.”
Commercial banking client
Relationships – our greatest strength
“Clients consistently tell us that their relationship with their dedicated relationship manager is the most valued part of their banking experience. It’s a connection that goes far beyond transactions – built on trust, understanding, and truly personalised support.
That’s why I’m incredibly proud of these results, which reflect our commitment to being accessible, responsive, and proactive, and to delivering real value through genuine relationships.”
Kevin Barrett
Managing Director, Head of Private and Commercial Banking
Ready to experience the Arbuthnot Latham difference?
Start a conversation today and discover how our dedicated relationship managers and expert teams can help you achieve your financial goals.
Prefer to explore more first?
Learn how our Private bankers provide tailored guidance built around your life, ambitions and financial needs, and how our Commercial bankers provide specialist support to businesses across a range of sectors, delivering a straightforward and relationship led banking experience.
Survey methodology
The 2025 client survey was carried out between 27 May – 22 June 2025 across private and commercial banking clients. Results reflect responses from clients actively engaged with their relationship teams over the preceding 12 months.
[1] CustomerGauge.com - NPS Financial Services / 27 Banking NPS Scores 2025