Starling Bank
From: Colin Garland
Director, Markets
3 September 2024
Starling Bank’s breach of the Retail Banking Market Investigation Order 2017 in relation to the Service Quality Indicator remedy
I am writing to you on behalf of the Competition and Markets Authority (CMA) concerning a breach by Starling Bank of Part 3 of the Retail Banking Market Investigation Order 2017 (the Order).
Part 3 of the Order requires Business Current Account (BCA) providers with 20,000 or more SME customers in Great Britain to take part in a survey which assesses how likely those customers are to recommend that provider. The results – showing each bank’s score and its ranking compared with other BCA providers – are then published on providers’ websites, on their banking apps, and in branches (as appropriate). This is part of the Order’s Service Quality Indicator remedy. Participating providers must supply the market research company which carries out the independent survey with a list of SMEs
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