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.

Banking and credit cards

Product/service grouping

Banking and credit cards

Provision (at reporting period end date)

1.49 per 1000 accounts

Intermediation (within the reporting period)

N/A

Number of complaints opened

4030

Number of complaints closed

3884

Percentage closed within 3 days

37.26%

Percentage closed >3 days and within 8 weeks

62.67%

Percentage upheld

20.21%

Main cause of complaints

Information, sums/charges or product performance

Credit related

Product/service grouping

Credit related

Provision (at reporting period end date)

N/A

Intermediation (within the reporting period)

N/A

Number of complaints opened

267

Number of complaints closed

272

Percentage closed within 3 days

N/A

Percentage closed >3 days and within 8 weeks

N/A

Percentage upheld

17.65%

Main cause of complaints

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 >3 days and within 8 weeks

Percentage upheld

Main cause of complaints

Banking and credit cards

Banking and credit cards

1.49 per 1000 accounts

N/A

4030

3884

37.26%

62.67%

20.21%

Information, sums/charges or product performance

Credit related

Credit related

N/A

N/A

267

272

N/A

N/A

17.65%

N/A

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