How to complain

Get in touch and we’ll investigate your complaint as soon as we can. See below for your options:

The app

If you’ve got the app, just log in and chat to us/ drop us a message through there (this is the quickest way because once you’re logged in, we’ll have your details ready).

Live chat

On your desktop, click the icon at the bottom right of your screen to start a live chat with us.

Email

Sending an email will do the trick too. We’ll do all we can to get back to you by the next working day. However, if we can’t resolve your complaint within this time, we’ll either:

1: Contact you within three working days, detailing how we’ve resolved the issue.
2: Acknowledge your complaint and give you a timeframe for a full response.

Call

You can call us directly from your Starling app.

Letter

If you’d prefer, you can put it in writing and send it to:

Complaints Dept
PO Box 74352
LONDON
EC2P 2QU

What to expect next...

Once we’re done investigating all the details of your complaint, we’ll issue a final response to it. The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints, except where a complaint is about a payment where we have 15 days unless there are exceptional circumstances – but we aim to get them resolved well before this deadline. Starling Bank is a member of the Financial Ombudsman Service, which offers an independent review service. If you are unhappy with our final response, then you can contact them and they’ll review your case.