The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
Contact details:
Checking the balance and accessing a transaction history
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Sending money within the UK, including setting up a standing order
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Sending money outside the UK
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Paying in a cheque
24 hour help?
×
Telephone
×
Internet banking
×
Mobile banking
✓
Cancelling a cheque
24 hour help?
×
Telephone
×
Internet banking
×
Mobile banking
✓
Cash withdrawal in a foreign currency outside the UK
24 hour help?
✓
Telephone
✓
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
✓
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
✓
Internet banking
×
Mobile banking
✓
Third party access to an account, for example under a power of attorney
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Problems using internet banking or mobile banking
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Reporting a suspected fraudulent incident or transaction
24 hour help?
✓
Telephone
✓
Internet banking
×
Mobile banking
✓
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour help?
✓
Telephone
✓
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
✓
Internet banking
×
Mobile banking
✓
24 hour help?
Telephone
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.
Checking the balance
Telephone banking
×
Internet banking
24/7
Mobile banking
24/7
Accessing a transaction history
Telephone banking
×
Internet banking
24/7
Mobile banking
24/7
Sending money within the UK
Telephone banking
×
Internet banking
24/7
Mobile banking
24/7
Setting up a standing order
Telephone banking
×
Internet banking
24/7
Mobile banking
24/7
Sending money outside the UK
Telephone banking
×
Internet banking
×
Mobile banking
24/7
Paying in a cheque
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 banking
×
Internet banking
×
Mobile banking
×
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
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.
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 January 2022 and 31 March 2022
0
In the 12 months between 1 April 2021 and 31 March 2022
0
Incidents affecting telephone banking
In the 3 months between 1 January 2022 and 31 March 2022
n/a
In the 12 months between 1 April 2021 and 31 March 2022
n/a
Incidents affecting mobile banking
In the 3 months between 1 January 2022 and 31 March 2022
0
In the 12 months between 1 April 2021 and 31 March 2022
0
Incidents affecting internet banking
In the 3 months between 1 January 2022 and 31 March 2022
0
In the 12 months between 1 April 2021 and 31 March 2022
0
In the 3 months between 1 January 2022 and 31 March 2022
In the 12 months between 1 April 2021 and 31 March 2022
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
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 https://www.ombudsman-complaints-data.org.uk/
Personal Current Account
Range of annual interest rates payable for arranged overdrafts on 31 March 2022
15.0% - 35.0%
Annual interest rate payable for unarranged overdrafts on 31 March 2022
0.0%
Refused payment fee on 31 March 2022
£0
Joint Current Account
Range of annual interest rates payable for arranged overdrafts on 31 March 2022
No arranged overdraft available
Annual interest rate payable for unarranged overdrafts on 31 March 2022
0.0%
Refused payment fee on 31 March 2022
£0
Product
Range of annual interest rates payable for arranged overdrafts on 31 March 2022
Annual interest rate payable for unarranged overdrafts on 31 March 2022
Refused payment fee on 31 March 2022
Personal Current Account
15.0% - 35.0%
0.0%
£0
Joint Current Account
No arranged overdraft available
0.0%
£0
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.
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%
+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:
+How quickly do we open personal current accounts?
We give customers an account number and enable them to start paying into the account:
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:
Note: Starling customers are able to immediately access a virtual card, via their mobile wallet.
+How quickly do customers get internet banking?
+How quickly is an overdraft available?
N/A - Starling does not offer overdrafts as part of the account opening process. Once the account is fully opened, customers are able to apply for an overdraft.
+How quickly do we replace debit cards which have been lost, stolen or stopped?
We replace debit cards:
Note: Starling customers are able to immediately access a virtual card, via their mobile wallet.
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.
In addition to this service information, we are also required to publish the Competition and Markets Authority independent survey quality results for personal accounts.