The Financial Conduct Authority requires us to publish the following information about our business current accounts.

How and when you can contact us to ask about the following things

Contact details:

  • 24 hour help - Telephone, in-app chat, email
  • Telephone - 0800 0234 617 or +44 20 7930 4450
  • Mobile banking - In-app chat.

Checking the balance and transactions

24 hour help?

Telephone

Telephone banking

×

Internet banking

Mobile banking

Sending money within the UK, including setting up a standing order

24 hour help?

Telephone

Telephone banking

×

Internet banking

Mobile banking

Sending money outside the UK

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Paying in a cheque

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Cancelling a cheque

24 hour help?

×

Telephone

×

Telephone banking

×

Internet banking

×

Mobile banking

×

Cash withdrawal in a foreign currency outside the UK

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Third party access to an account, for example under a power of attorney

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Problems using internet banking or mobile banking

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Reporting a suspected fraudulent incident or transaction

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Progress following an account suspension or card cancellation, e.g. following a fraud incident

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

24 hour help?

Telephone

Telephone banking

×

Internet banking

×

Mobile banking

24 hour help?

Telephone

Telephone banking

Internet banking

Mobile banking

Checking the balance and transactions

×

Sending money within the UK, including setting up a standing order

×

Sending money outside the UK

×

×

Paying in a cheque

×

×

Cancelling a cheque

×

×

×

×

×

Cash withdrawal in a foreign currency outside the UK

×

×

A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

×

×

A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

×

×

Third party access to an account, for example under a power of attorney

×

×

Problems using internet banking or mobile banking

×

×

Reporting a suspected fraudulent incident or transaction

×

×

Progress following an account suspension or card cancellation, e.g. following a fraud incident

×

×

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

×

×

How and when you can use your bank account to do the following things

Checking the balance and transactions

Telephone

24/7

Telephone banking

×

Internet banking

24/7

Mobile banking

24/7

Sending money within the UK, including setting up a standing order

Telephone

×

Telephone banking

×

Internet banking

24/7

Mobile banking

24/7

Sending money outside the UK

Telephone

×

Telephone banking

×

Internet banking

24/7

Mobile banking

24/7

Paying in a cheque

Telephone

Cheques can be paid in via post only, at this time

Telephone banking

×

Internet banking

×

Mobile banking

Cheques can be paid in via post only, at this time

Cancelling a cheque

Telephone

×

Telephone banking

×

Internet banking

×

Mobile banking

×

Telephone

Telephone banking

Internet banking

Mobile banking

Checking the balance and transactions

24/7

×

24/7

24/7

Sending money within the UK, including setting up a standing order

×

×

24/7

24/7

Sending money outside the UK

×

×

24/7

24/7

Paying in a cheque

Cheques can be paid in via post only, at this time

×

×

Cheques can be paid in via post only, at this time

Cancelling a cheque

×

×

×

×

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Total number of incidents reported

In the 3 months between 1 October 2019 and 31 December 2019

0

In the 12 months between 1 January 2019 and 31 December 2019

0

Incidents affecting telephone banking

In the 3 months between 1 October 2019 and 31 December 2019

n/a

In the 12 months between 1 January 2019 and 31 December 2019

n/a

Incidents affecting mobile banking

In the 3 months between 1 October 2019 and 31 December 2019

0

In the 12 months between 1 January 2019 and 31 December 2019

0

Incidents affecting internet banking

In the 3 months between 1 October 2019 and 31 December 2019

0

In the 12 months between 1 January 2019 and 31 December 2019

0

In the 3 months between 1 October 2019 and 31 December 2019

In the 12 months between 1 January 2019 and 31 December 2019

Total number of incidents reported

0

0

Incidents affecting telephone banking

n/a

n/a

Incidents affecting mobile banking

0

0

Incidents affecting internet banking

0

0

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we’re also required to publish a summary of our complaints data.

We are required to publish a summary of our complaints data for the most recent six month period.

The Financial Ombudsman Service publishes its complaints data on firms every six months. Its most recent publication does not contain any data relating to us.

+Information about how to open a business current account

To open any of our accounts a new customer will need to provide us with the documents and information set out in the how to apply for an account page. We may request additional information or documents in individual cases.

You can open a business current account:

  • without visiting a branch - YES
  • where a visit to a branch is required, without an appointment - N/A
  • by sending us documents and information electronically - YES
  • by post - NO.

+How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 94% of customers;
  • on average, in 1 days; and
  • within 3 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for on our how to apply for an account page, in a case where we don’t need any further information or documents to open the account.

+How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 6 days for 99% of customers.

Note: Starling customers are able to immediately access a virtual card, via their mobile wallet.

+How quickly do customers get internet banking?

  • The same day for 100% of customers
  • On average in 1 days
  • Within 1 days for 99% of customer

+How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 100% of customers;
  • on average, in 1 day; and
  • within 1 days for 99% of customers.

Note: This only applies to customers who are eligible for an overdraft.

+How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 5 days for 99% of customers.

Note: Starling customers are able to immediately access a virtual card, via their mobile wallet.

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