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)

1.93 per 100 accounts

Intermediation (within the reporting period)

N/A

Number of complaints opened

2582

Number of complaints closed

2386

Percentage closed within 3 days

36.97%

Percentage closed >3 days and within 8 weeks

63.03%

Percentage upheld

34.37%

Main cause of complaints

Information, sums/charges or product performance

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

1.93 per 100 accounts

N/A

2582

2386

36.97%

63.03%

34.37%

Information, sums/charges or product performance