Despite the growing popularity of online banks they do not offer a high standard of customer service, according to Which? magazine. The British Consumers' Association publication found that of 128 people surveyed online, one-third reported dissatisfaction with the banks' responses to customer queries.

Queries by phone, rather than e-mail, received a much better level of service. In general, respondents felt the banks actually ignored e-mail queries. One online bank, Prudential's Egg, discouraged phone queries by charging £2 sterling for such a service, says Which?

Although these banks' products are perceived by consumers as being of good quality and value, their online customer services leave something to be desired, according to the survey results.