Complaints data

01 October 2024 - 31 March 2025

At Starling, we do everything we can to prevent mistakes, but they do happen from time to time. Sometimes things just don’t quite go as expected – but when a customer sends us a complaint, we take it very seriously. Complaints help us to fix problems, improve our products and make sure we’re building a customer experience that we can be proud of.

Every six months, we have to submit the following data to the Financial Conduct Authority. It includes a rundown of how many complaints we received and how quickly we resolved them. It also sets us against our competitors for comparison.

Complaints publication report

Firm Name: Starling Bank

Group: N/A

Other firms included in this report: N/A

Period covered in this report: 01 October 2024 - 31 March 2025

Brands/trading names covered: N/A

Product/service grouping
Provision (at reporting period end date)
Intermediation (within the reporting period)
Number of complaints opened
Number of complaints closed
Percentage closed within 3 days
Percentage closed after 3 days but within 8 weeks
Percentage upheld
Main cause of complaints opened
Banking and credit cards
4.52 per 1,000 accounts
N/A
20833
21949
18.16%
81.74%
36.79%
Delays and timescales
Credit related
Per 1000 balances outstanding
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Banking and credit cards
Provision (at reporting period end date)
4.52 per 1,000 accounts
Intermediation (within the reporting period)
N/A
Number of complaints opened
20833
Number of complaints closed
21949
Percentage closed within 3 days
18.16%
Percentage closed after 3 days but within 8 weeks
81.74%
Percentage upheld
36.79%
Main cause of complaints opened
Delays and timescales
Credit related
Provision (at reporting period end date)
Per 1000 balances outstanding
Intermediation (within the reporting period)
N/A
Number of complaints opened
N/A
Number of complaints closed
N/A
Percentage closed within 3 days
N/A
Percentage closed after 3 days but within 8 weeks
N/A
Percentage upheld
N/A
Main cause of complaints opened
N/A

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