CMA: Directions issued to Starling Bank about breaches of the Retail Banking Order

CMA has issued directions to the firm to ensure it complies with Part 3 and Article 45 of the Retail Banking Order.  Part 3 of the Order provides the Service Quality Indicator (SQI) remedy. Article 16 requires banks to provide details of customers to a market research company, who will undertake the surveys. The firm breached Article 16 within Part 3 of the Order by excluding around 17% of Starling Bank’s Personal Current Account) customers from the data provided to the market research company in both December 2023 and June 2024.  Article 45 of the Order requires banks to provide the number of customers they have to CMA. The firm breached Article 45 of the Order between 2020 and 2023 by over-reporting the number of accounts held by their customers, as part of their annual report to CMA.