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.