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Starling Bank Limited
Legal entity: Starling Bank Limited
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 09092149, incorporated June 2014
820banking decisions
29.3%uphold rate
580not upheld
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| APP scam refund refused | 380 | 131 | 34.5% |
| Account closed or refused | 136 | 32 | 23.5% |
| Card dispute or chargeback | 99 | 16 | 16.2% |
| Complaint handling | 73 | 22 | 30.1% |
| Unauthorised transaction | 69 | 20 | 29.0% |
| Support for vulnerable customers | 55 | 14 | 25.5% |
| Funds blocked or frozen | 55 | 10 | 18.2% |
| Service failure | 46 | 18 | 39.1% |
| Credit file reporting | 41 | 13 | 31.7% |
| Payment delayed or failed | 35 | 11 | 31.4% |
| Identity checks and access | 16 | 5 | 31.3% |
| Irresponsible lending | 11 | 4 | 36.4% |
| Data and privacy | 10 | 3 | 30.0% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-04-01 to 2025-09-30 | 41.0% | 17,323 | 17,629 | — |
| FCA | 2025-H1 2024-10-01 to 2025-03-31 | 36.8% | 20,833 | 21,949 | — |
| FCA | 2024-H2 2024-04-01 to 2024-09-30 | 43.0% | 22,175 | 21,983 | — |
| FCA | 2024-H1 2023-10-01 to 2024-03-31 | 52.5% | 20,482 | 19,426 | — |
| FCA | 2023-H2 2023-04-01 to 2023-09-30 | 46.8% | 17,881 | 19,114 | — |
| FCA | 2023-H1 2022-10-01 to 2023-03-31 | 39.2% | 10,215 | 8,037 | — |
| FCA | 2022-H2 2022-04-01 to 2022-09-30 | 30.7% | 4,717 | 4,739 | — |
| FCA | 2022-H1 2021-10-01 to 2022-03-31 | 20.2% | 4,030 | 3,884 | — |
| FOS | 2025-H2 | 22.9% | — | — | 1,142 |
| FOS | 2025-H1 | 21.0% | — | — | 689 |
| FOS | 2024-H2 | 22.0% | — | — | 731 |
| FOS | 2024-H1 | 26.2% | — | — | 572 |
| FOS | 2023-H2 | 28.3% | — | — | 553 |
| FOS | 2023-H1 | 37.6% | — | — | 432 |
| FOS | 2022-H2 | 31.7% | — | — | 502 |
| FOS | 2022-H1 | 28.8% | — | — | 512 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 27 Sept 2024 | £28,959,426 | This Final Notice refers to breaches of Principle 3 and s.204A of FSMA relating to financial crime and breaching the conditions of a Voluntary Requirement (VREQ) in the retail banks sector. We imposed a financial penalty. |
Context
Current account switching
Net customers gained or lost through the switching service.
| Quarter | Gains | Losses | Net |
|---|---|---|---|
| Q1-2026 | 3,626 | 7,341 | -3,715 |
| Q4-2025 | 3,270 | 7,569 | -4,299 |
| Q2-2025 | 3,744 | 4,981 | -1,237 |
| Q1-2025 | 4,350 | 5,634 | -1,284 |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.