The Financial Conduct Authority requires us to publish the following information about our personal 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 - 0207 930 4450
  • Mobile banking - In-app chat.

Checking the balance and accessing a transaction history

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 accessing a transaction history

×

×

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

×

×

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

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

Checking the balance

Telephone

24/7

Telephone banking

×

Internet banking

Mobile banking

24/7

Accessing a transaction history

Telephone

24/7

Telephone banking

×

Internet banking

×

Mobile banking

24/7

Sending money within the UK

Telephone

24/7

Telephone banking

×

Internet banking

Mobile banking

24/7

Setting up a standing order

Telephone

24/7

Telephone banking

×

Internet banking

×

Mobile banking

24/7

Sending money outside the UK

Telephone

24/7

Telephone banking

×

Internet banking

×

Mobile banking

24/7

Paying in a cheque

Telephone

×

Telephone banking

×

Internet banking

×

Mobile banking

24/7 - if £500 or less. At this time cheques with a value greater than £500 are accepted by post.

Cancelling a cheque

Telephone

×

Telephone banking

×

Internet banking

×

Mobile banking

×

Telephone

Telephone banking

Internet banking

Mobile banking

Checking the balance

24/7

×

24/7

Accessing a transaction history

24/7

×

×

24/7

Sending money within the UK

24/7

×

24/7

Setting up a standing order

24/7

×

×

24/7

Sending money outside the UK

24/7

×

×

24/7

Paying in a cheque

×

×

×

24/7 - if £500 or less. At this time cheques with a value greater than £500 are accepted by post.

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 April 2020 and 30 June 2020

0

In the 12 months between 1 July 2019 and 30 June 2020

0

Incidents affecting telephone banking

In the 3 months between 1 April 2020 and 30 June 2020

n/a

In the 12 months between 1 July 2019 and 30 June 2020

n/a

Incidents affecting mobile banking

In the 3 months between 1 April 2020 and 30 June 2020

0

In the 12 months between 1 July 2019 and 30 June 2020

0

Incidents affecting internet banking

In the 3 months between 1 April 2020 and 30 June 2020

n/a

In the 12 months between 1 July 2019 and 30 June 2020

n/a

In the 3 months between 1 April 2020 and 30 June 2020

In the 12 months between 1 July 2019 and 30 June 2020

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

n/a

n/a

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 are also required to publish a summary of our complaints data.

The most recent summary is available on our complaints data page.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/

What is the interest rate being charged on our products?

Personal Current Account

Range of annual interest rates payable for arranged overdrafts on 30 June 2020

15.0% - 35.0%

Annual interest rate payable for unarranged overdrafts on 30 June 2020

0.0%

Refused payment fee on 30 June 2020

£0

Joint Current Account

Range of annual interest rates payable for arranged overdrafts on 30 June 2020

No arranged overdraft available

Annual interest rate payable for unarranged overdrafts on 30 June 2020

0.0%

Refused payment fee on 30 June 2020

£0

Product

Range of annual interest rates payable for arranged overdrafts on 30 June 2020

Annual interest rate payable for unarranged overdrafts on 30 June 2020

Refused payment fee on 30 June 2020

Personal Current Account

15.0% - 35.0%

0.0%

£0

Joint Current Account

No arranged overdraft available

0.0%

£0

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 April 2020 and 30 June 2020

Personal Current Account

Range of advertised APRs during the quarter

15.0% - 35.0%

Product

Range of advertised APRs during the quarter

Personal Current Account

15.0% - 35.0%

Opening a current account with us

+Information about how to open a personal 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 personal 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 personal current accounts?

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

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

Starling offers app-based mobile banking; accounts aren't available through a web browser.

+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 Starling customers who are eligible for an overdraft.

Replacing a debit card

+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 6 days for 99% of customers.

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

API performance

Starling is a champion of the API economy and Open Banking. This is a ground zero commitment for us: back in 2014 when Starling was founded we decided to build our bank on open APIs from Day 1. We did this not because it was a legal requirement, but because we felt - and still do feel - that it was the right thing to do. The API economy is the future.

View API performance data

In addition to this service information, we are also required to publish the Competition and Markets Authority independent survey quality results for personal accounts.