The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
Contact details:
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
✓
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
✓
✓
×
×
✓
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
✓
✓
×
×
✓
Checking the balance and transactions
Telephone
24/7
Telephone banking
×
Internet banking
×
Mobile banking
24/7
Sending money within the UK, including 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
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
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.
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
n/a
In the 12 months between 1 January 2019 and 31 December 2019
n/a
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
n/a
n/a
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. We’re 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 on firms every six months. Its most recent publication does not contain any data relating to 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:
+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?
Starling offers app-banking on your mobile phone; accounts aren't available through a web browser.
+How quickly is an overdraft available?
Once an account is open, the overdraft is available:
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:
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.
Download the app to apply for a Starling Bank account in minutes.
Our Privacy Notice sets out how the personal data collected from you will be processed by us.