Get a Refund for Unauthorised Starling Bank Transactions
If you spot a payment on your Starling Bank statement that you didn't make or approve, you have strong consumer rights. Banks are generally responsible for protecting your money from fraud. Don't let unauthorised transactions go unchallenged.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Want a number first? Check the Ofgem deadlines and £40 payments your energy supplier owes, or see every provider's 2026 price rise and who can leave free.
Your rights
Under the Payment Services Regulations 2017 (PSRs 2017), your bank must refund you for unauthorised payments. This applies unless they can prove you acted fraudulently or with gross negligence. You must report the transaction without undue delay, and within 13 months from the payment date. If you do not notify Starling within 13 months, you cannot claim a refund. The Financial Ombudsman Service states that a customer is generally not liable for an unauthorised transaction unless they failed to keep security information safe through gross negligence.
Step by step
- 1Check your transactions immediately: Log into your Starling app and review your recent transactions. Identify any payments you do not recognise.
- 2Report the unauthorised transaction to Starling: Contact Starling Bank's fraud team as soon as possible via the in-app chat, phone, or their dedicated fraud line. Clearly explain which transactions were not authorised by you.
- 3Provide requested information: Starling may ask for details about the transaction, your card, or any recent account activity. Cooperate fully and provide all necessary information.
- 4Await Starling's response: For payment service complaints, Starling aims to send a final response within 15 calendar days. In exceptional circumstances, this can extend to 35 business days.
- 5Escalate to the Financial Ombudsman Service (FOS): If Starling does not resolve the issue to your satisfaction within their stated timelines, or within 8 weeks for other complaints, you can complain to the FOS.
What they'll say, and your comeback
“You must have shared your PIN or account details.”
Comeback, Unless gross negligence can be proven, the Payment Services Regulations 2017 state the bank is liable for unauthorised transactions. I did not authorise this payment.
“You didn't report it fast enough.”
Comeback, I reported this as soon as I became aware of it, and well within the 13-month limit as stipulated by the Payment Services Regulations 2017 and Starling's terms.
What actually happens
In practice, most unauthorised transaction refunds are processed quickly if reported promptly. Starling's terms and FCA guidance state you must report within 13 months of the payment date. Once reported, the bank should refund the money by the end of the next business day, including any associated charges or lost interest. If Starling suspects customer fraud or gross negligence, they may investigate. For payment service complaints, Starling aims to respond within 15 calendar days, or 35 business days in exceptional cases. If Starling does not resolve the issue to your satisfaction, or exceeds these timelines, you can escalate to the Financial Ombudsman Service. Most cases are resolved directly with the bank, often at the initial reporting stage, for amounts ranging from small to significant.
FAQ
How long does Starling have to refund me?
Under the PSRs 2017, once an unauthorised transaction is reported, the bank should refund it by the end of the next business day. This applies unless they have reasonable grounds to suspect fraud by the customer. You should also be refunded any charges and interest paid, or lost credit interest, because of the payment.
What if I accidentally authorised a payment to a scammer (APP fraud)?
This is different from an unauthorised transaction. While not strictly covered by the PSRs 2017 for mandatory refunds, Starling Bank is a signatory to the CRM Code, which may offer reimbursement if the bank failed in its duties to protect you. You should still report it immediately.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-17.