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Starling Bank Limited

Financial Ombudsman decision DRN-2825231 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

Starling Bank accepts it made these errors. Through listening to the calls, it’s also clear that Mr B was frustrated by the actions of Starling Bank and on some occasions, Mr B let this frustration out on the agents of Starling Bank. So I can understand why some calls were terminated by Starling Bank due to the comments made by Mr B to its agents. Overall, Starling Bank accepts its customer service fell short of what it would expect and apologised to Mr B.Complaint handling

I’ve listened to a number of calls that took place between Mr B and the agents of Starling Bank. I’ve also seen call notes and correspondence between Starling Bank and Mr B. Having reviewed this information, I agree that incorrect information was provided by Starling Bank on a number of occasions. It also didn’t call Mr B back when it said it would and calls were terminated prematurely by its agents.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2825231.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.