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Current account service information
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?
true
Telephone
true
Internet banking
false
Mobile banking
true
Sending money within the UK, including setting up a standing order
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Sending money outside the UK
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Paying in a cheque
24 hour help?
false
Telephone
false
Internet banking
false
Mobile banking
true
Cancelling a cheque
24 hour help?
false
Telephone
false
Internet banking
false
Mobile banking
true
Cash withdrawal in a foreign currency outside the UK
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
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?
true
Telephone
true
Internet banking
false
Mobile banking
true
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Third party access to an account, for example under a power of attorney
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Problems using internet banking or mobile banking
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Reporting a suspected fraudulent incident or transaction
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour help?
true
Telephone
true
Internet banking
false
Mobile banking
true
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?
true
Telephone
true
Internet banking
false
Mobile banking
true
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.
How and when you can use your bank account to do the following things:
Checking the balance
Telephone banking
false
Internet banking
24/7
Mobile banking
24/7
Accessing a transaction history
Telephone banking
false
Internet banking
24/7
Mobile banking
24/7
Sending money within the UK
Telephone banking
false
Internet banking
24/7
Mobile banking
24/7
Setting up a standing order
Telephone banking
false
Internet banking
24/7
Mobile banking
24/7
Sending money outside the UK
Telephone banking
false
Internet banking
false
Mobile banking
24/7
Paying in a cheque
Telephone banking
false
Internet banking
false
Mobile banking
24/7 - if £1000 or less. At this time cheques with a value greater than £1000 are accepted by post.
Cancelling a cheque
Telephone banking
false
Internet banking
false
Mobile banking
false
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 £1000 or less. At this time cheques with a value greater than £1000 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 October 2022 and 31 December 2022
0
In the 12 months between 1st January 2022 and 31 December 2022
0
Incidents affecting telephone banking
In the 3 months between 1 October 2022 and 31 December 2022
n/a
In the 12 months between 1st January 2022 and 31 December 2022
n/a
Incidents affecting mobile banking
In the 3 months between 1 October 2022 and 31 December 2022
0
In the 12 months between 1st January 2022 and 31 December 2022
0
Incidents affecting internet banking
In the 3 months between 1 October 2022 and 31 December 2022
0
In the 12 months between 1st January 2022 and 31 December 2022
0
In the 3 months between 1 October 2022 and 31 December 2022
In the 12 months between 1st January 2022 and 31 December 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
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 https://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 31 December 2022
15.0% - 35.0%
Annual interest rate payable for unarranged overdrafts on 31 December 2022
0.0%
Refused payment fee on 31 December 2022
£0
Joint Current Account
Range of annual interest rates payable for arranged overdrafts on 31 December 2022
No arranged overdraft available
Annual interest rate payable for unarranged overdrafts on 31 December 2022
0.0%
Refused payment fee on 31 December 2022
£0
Product
Range of annual interest rates payable for arranged overdrafts on 31 December 2022
Annual interest rate payable for unarranged overdrafts on 31 December 2022
Refused payment fee on 31 December 2022
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 October 2022 and 31 December 2022
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 88% of customers;
- on average, in 2 days; and
- within 8 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 2 days; and
- within 5 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 0 days
- Within 0 days for 99% of customers
+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.
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 2 days; and
- within 5 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.
In addition to this service information, we are also required to publish the Competition and Markets Authority independent survey quality results for personal accounts.