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.
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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 of the debit date.
Step by step
- 1Check your transactions immediately: Log into your Starling app and review your recent transactions. Identify any payments you don't 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.
- 4Escalate if necessary: If Starling doesn't resolve the issue to your satisfaction within 8 weeks, you can complain to the Financial Ombudsman Service (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.
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, unless they have reasonable grounds to suspect fraud by the customer.
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.
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A self-serve tool, not a law firm. General information, not legal advice.