Privacy Notice
Privacy Notice
Privacy Notice
Version 6.0 | Effective from 22 January 2026
Looking after your personal information is a responsibility we take really seriously. This notice explains how and why we use your information, and what we do to keep it safe. It also explains the rights you have when it comes to the information we hold about you.
You don’t have to share your information with us, but we won’t be able to offer you an account if you don’t.
The ‘data controller’ is us, Starling Bank Limited. Our company number is 09092149. Our registered office is at 5th Floor, London Fruit & Wool Exchange, 1 Duval Square, London, E1 6PW. You can contact our Data Protection Officer at privacy@starlingbank.com.
What types of information do you collect?
Information you give us
We collect information about you when you:
download the app
apply for an account
use the app and online banking
make and receive payments
use our banking services
visit our websites
get in touch with us, including through the app, by phone, email, or on social media
take part in customer research or competitions
apply to or act as an account holder’s power of attorney
This information can include:
your name and date of birth
your photograph ID
your address and previous addresses
email address, and phone number
transactional and financial information, including information about your income
credit and debit card details
personal descriptions and photographs
video or audio files
We might also ask for information about someone else, for example, if you apply for a Kite Space for a child. If you give us information about someone else, you should let them know before you share it with us.
Information from third parties
We also collect the types of information listed above from third parties, including:
our debit card provider
any companies you use through Marketplace
our business partners
sub-contractors in technical, payment, and delivery services
advertising networks
analytics providers
search information providers
credit reference agencies
other lenders you use that we’re connected with, like peer-to-peer platforms or mortgage providers
Information submitted to Scam Intelligence
Scam Intelligence is a Starling app feature our customers can use to check if a sale listing is genuine. We may collect information from Starling customers about items you listed for sale. This includes screenshots of sale items and conversations that include payment and account details.
Information from your device
We collect technical information from your device, including:
IP address
login information
browser type and version, as well as any plugins you’ve installed
time zone
operating system and platform
mobile phone network
if you’re on a call when making a payment
If you download the app, we’ll link your mobile number with the device you’ve used.
We also use tracking technology in our emails, such as pixels, to collect information about when you open them and which links you click.
We also collect information from phone conversations we have with you, including:
any phone number used to call us, such as your number and anyone else’s
any forwarding numbers
the time, date, and length of calls
the content of any calls
the types of calls
We might also send you text messages every now and again – like when we share security codes with you, or to let you know we’ve sent you an app message. When we do this, we also collect the SMS routing information.
Information about how you use our websites
We collect information on how you use our websites, including:
the URLs you click to get to, from, and around our website
the date and time you click any links
the products you view
how long it takes the pages to respond
any download errors
how long you spend on pages
how you interact with the pages, like where you scroll, click, and hover your mouse
We also use cookies on our websites. You can find more information about this in our cookie policy.
Information about your location
We collect information about your location by using details like your IP address or GPS sensors.
Sensitive information
Every now and then, we ask you for information that may seem sensitive. We’ll only ask for this when we really need to.
Biometric data
We use data scanned from the images and audio in the videos you upload, and from your identity documents.
We use these to verify your identity when you first apply for an account, and when you access your account. This helps us to keep your account secure, spot and stop fraud, and comply with mandatory customer checks.
We don’t use your biometric data for any other purpose.
Criminal offence data
Because of regulations we have to follow as a bank, we may collect data about, or data that suggests, criminal activities or convictions.
Health and other life events
When you tell us about a health issue or a difficult situation you’re in, we might ask for more information so that we can support you, and make any adjustments to your account that you might need.
How do you use my information?
We have to have a valid reason for using your information. This is called the ‘lawful basis for processing’.
How we use your information – and the lawful basis for using it – depends on the type of information we collect and the reason we collect it.
To operate as a bank
This includes:
running your accounts and allowing you to make and receive payments (including through services like Google Pay, Apple Pay, Samsung Pay, Garmin Pay, FitBit Pay, and Click to Pay)
making sure the app, website, and our services are relevant and give you the best experience they can
keeping our business and your accounts safe
training our teams – we might use recorded conversations for this
resolving problems or answering your questions
making sure we follow laws and regulations
sharing information with credit reference agencies and fraud prevention agencies
sharing information with security organisations and agencies
checking if you can work with or for us
The lawful basis for processing this information:
Legitimate interest: we use your data in a way you’d reasonably expect us to. In this case, to provide banking products and services, operate and improve Starling, provide service messages, and keep records up to date.
Legal obligation: to follow the laws and regulations that apply to us.
Contract: we have a contract with you.
Using sensitive information
We may have a legal reason to process sensitive information – also known as ‘special category data’ – like biometrics or health data. This could include:
if you or someone else acting on your behalf has given us clear and informed consent
to protect someone’s life
if we’re carrying out a task that has a substantial public interest – for example to protect or improve your financial wellbeing, to provide you with necessary support and adjustments, to prevent illegal activity, or if it’s related to legal claims
To connect you to other providers through our Marketplace
This includes:
operating our Marketplace
sharing information about you with our partners that you connect with using Marketplace
The lawful basis for processing this information:
Consent: you’ve given us clear and informed consent to use your information for a specific reason.
Legal obligation: to follow the laws and regulations that apply to us.
Contract: we have a contract with you.
To contact you or others
This includes:
sharing information about our products and services, and letting you know about any changes to them
sharing information about products and services our partners offer
sending marketing communications you’ve consented to
managing giveaways and competitions you take part in
The lawful basis for processing this information:
Legitimate interest: we use your data in a way you’d reasonably expect us to. In this case, to provide and offer products or services, and to operate and improve Starling.
Legal obligation: to follow the laws or regulations that apply to us.
Consent: you’ve given us clear and informed consent to use your information for a specific reason.
Contract: we have a contract with you.
To research and improve what we offer
This includes:
measuring how effective, accessible, and commercial our products and services are
using tracking technology in our emails, such as pixels, to understand how you interact with our communications and help us avoid sending unnecessary reminders
using our findings to improve our products and services, and to inform our marketing communications
The lawful basis for processing this information:
Legitimate interest: we use your data in a way you’d reasonably expect us to. In this case, to provide products and services, and to operate and improve Starling.
Consent: you’ve given us clear and informed consent to use your information for a specific reason.
Who do you share my information with?
We might need to share your information with certain organisations so we can do the things set out in the ‘How do you use my information’ section above. This includes:
Organisations we work and connect with
Affiliated companies, including companies within our group
Partners, suppliers, subcontractors
Social media platforms
Fraud prevention suppliers and analytics providers
Google Maps and Google Earth
When you use Google Maps and Google Earth, you have to follow their Additional Terms of Service. This includes Google’s privacy policy.
Organisations you can choose to give us permission to share with
Open Banking providers
Marketplace partners
Organisations who’ve integrated with us through our API
Other banks in connection with services we offer
Organisations that help to protect against fraud and reduce credit risk
Credit reference agencies
Fraud prevention agencies
The Financial Services Compensation Scheme
Tax authorities
The police and other law enforcement agencies, or third parties investigating crime
For more information about how credit reference and fraud prevention agencies use your information, you can read their privacy policies at the following websites:
Credit reference agencies
Fraud prevention agencies
Our websites and app might sometimes contain links to the websites or apps of organisations we work and connect with. These websites and apps have their own privacy policies, and we’re not responsible or liable for these. Please check their policies before you submit any information to these websites or apps.
Do you make automated decisions about me?
We use automated systems to help us make certain decisions. We decide the level of automated decision-making we need on a case-by-case basis.
We use these systems to help us to:
decide whether to give you an account
decide if a product or service is relevant for you
detect fraud or money-laundering, and take action against it
To help us make these decisions, we use information from credit reference and fraud prevention agencies, as well as biometric data using facial and voice recognition tools.
We also use credit scoring systems to help us decide whether to give you an overdraft, or offer you a higher overdraft limit. These systems work by taking into account information from credit reference agencies, as well as information we already have about you, and then analysing how much money we can responsibly lend to you. These systems are regularly reviewed to check they’re fair and effective.
These automated decisions are made under the following legal bases:
Consent: you’ve given us clear and informed consent to use your information for a specific reason.
Contract: we have a contract with you.
Legal obligation: to follow the laws or regulations that apply to us.
If your application for an account, product or service is declined, you can ask for it to be reviewed in full by a human. To do this, message us in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not.
Do you use artificial intelligence when processing my data?
We use artificial intelligence (AI) as part of operating as a bank. We may use it:
during your account application
to extract information from your application
to help us understand if we can offer you an account or service
to prevent fraud
to transcribe calls you have with us
to train our customer service teams
to improve our products and services
for other reasons from time to time
Where appropriate, these processes will be reviewed by a human.
We also use AI to improve the app experience, for example to help customers:
understand how much they’ve spent on certain items
find the answers they need in our FAQs
spot potential scams in online sales listings
complete banking tasks with the help of our AI assistant
These AI features are optional.
Our use of AI is done under the following legal bases:
Contract: we have a contract with you.
Legitimate interest: we use your data in a way you’d reasonably expect us to. In this case, to provide products and services, and to operate and improve Starling.
Legal obligation: to follow the laws or regulations that apply to us.
How do you store my information and do you transfer it anywhere?
Where we can, we store and process your information using servers in the UK and European Economic Area (EEA). The servers are secure, and very few people have access to them. All your information stored on these servers is also encrypted, which makes it impossible for anyone who isn’t authorised to read it.
The only times your information might go outside the UK and EEA are:
if one of our suppliers has to store or process it elsewhere, which only applies to a very small number of our suppliers. We try to avoid this, but when it does happen we put safeguards in place to help keep your information secure.
if you’re outside the UK and EEA and make payments or send messages, or you’re in the UK and EEA and make payments or send messages to other places. If this happens, your information will be stored and processed in line with the countries’ own regulations, which might not be as rigorous as the UK and EEA.
We have appropriate technical and organisational measures in place to protect your information. Although we’ll always do our best to keep it safe once it reaches us, we’re not responsible if anything happens to it before that point.
How long do you hold my information for?
We usually keep your information for six years from the date you stop using Starling products or services, which is the minimum the law says we have to keep it for.
However for other uses we may delete data after a much shorter period of time, such as after six months. For example, the data you share if you apply for a job with us, or the data that’s submitted to our Scam Intelligence tool.
What are my rights?
The right to access
You have the right to access information we have about you. To do this, message us in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not.
The right to update
You have the right to update information we have about you so it’s correct. You can update your address, email address, and phone number in the app. To update any other details, get in touch with us.
We’ll also check in with you at regular intervals to make sure the information we have about you is up-to-date.
The right to delete
You have the right to ask us to delete your information, but we might not always be able to for legal reasons. For example, if you’re applying to open an account and we’ve started checks with a credit reference agency, we have to keep your information to follow certain laws and regulations.
We’ll delete your information if you ask us to, unless:
we need to keep it for any of the reasons in the ‘How do you use my information?’ section in this notice
we’re not reasonably able to permanently delete it
you’ve shared it for use on our website – this might stay publicly available
you’ve shared it with other companies, like our Marketplace partners – their own privacy policies will apply
To ask us to delete your information, message us in the app or email us at privacy@starlingbank.com.
The right to restrict processing
You can ask us to limit how we use your information. To do this, message us in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not.
We’ll stop using the information you ask us to, unless:
we need to use it for any of the reasons in the ‘How do you use my information?’ section in this notice
you’ve shared it for use on our website – this might stay publicly available
you’ve shared it with other companies, like our Marketplace partners – their own privacy policies will apply
The right to object
You can ask us to stop using all or some of your information, for example when we process health data to help us give you the necessary support and adjustments you need. To do this, message us in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not.
We’ll stop using the information you ask us to, unless:
we need to use it for any of the reasons in the ‘How do you use my information?’ section in this notice
you’ve shared it for use on our website – this might stay publicly available
you’ve shared it with other companies, like our Marketplace partners – their own privacy policies will apply
If you’ve consented to receive marketing communications, you can change your mind at any time. To do this, you can update your marketing preferences in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not. Any updates you make might not happen straight away, so you might still get marketing communications from us for a short time afterwards.
The right to transfer
You can ask us to transfer information we have about you to somewhere else. To do this, message us in the app if you’re a customer, or email us at privacy@starlingbank.com if you’re not.
We’ll usually transfer your information, but there are some reasons we might not be able to and we might have to keep a copy of it.
Either of these things might happen for any of the reasons in the ‘How do you use my information?’ section in this notice.
We’ll usually respond to any requests about these rights within one calendar month. But if we get several requests from you, or your request is complex, or involves a lot of information, we might need up to three months to get back to you.
How do I make a complaint?
If you think we’ve broken data protection laws when it comes to your information, you can make a complaint. To do this, send an email with your name and details of your complaint to privacy@starlingbank.com.
It’s helpful to explain clearly and simply what has happened, with a timeline and, where appropriate, the effect it’s had on you. We’ll then investigate and let you know the outcome, along with the reasons for our decision.
If you’re unhappy with the outcome, you can complain to the Information Commissioner’s Office (ICO).
About this notice
We might update this notice from time to time. Any changes will become effective as soon as we post the updated version on our websites and in the app. If we make a big change, we’ll let you know by email or app message.
If you have any questions about this notice, or suggestions on how to improve it, let us know at privacy@starlingbank.com.