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)

1.4 per 1000 accounts

Intermediation (within the reporting period)

N/A

Number of complaints opened

3407

Number of complaints closed

3333

Percentage closed within 3 days

43.77%

Percentage closed >3 days and within 8 weeks

56.23%

Percentage upheld

27.36%

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

280

Number of complaints closed

275

Percentage closed within 3 days

N/A

Percentage closed >3 days and within 8 weeks

N/A

Percentage upheld

27.27%

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

1.4 per 1000 accounts

N/A

3407

3333

43.77%

56.23%

27.36%

Information, sums/charges or product performance

Credit related

Credit related

N/A

N/A

280

275

N/A

N/A

27.27%

N/A

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