Not upheld: scam reimbursement - safe account fraud complaint against Starling Bank Limited
Financial Ombudsman decision DRN-6144438 of 2026-04-30T00:00:00+00:00. scam reimbursement - safe account fraud complaint against Starling Bank Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6144438 |
|---|---|
| Decision date | 2026-04-30T00:00:00+00:00 |
| Firm | Starling Bank Limited |
| Product | current account |
| Claim type | scam reimbursement - safe account fraud |
| Outcome | Not upheld |
| Remedy | No further remedy required; Starling has already reimbursed all losses in full |
Summary
Miss C complained that Starling Bank had not refunded all money lost to two scams. She fell victim to safe account fraud, losing £13,796.99 in the first scam and £12,018.34 in the second scam. Starling reimbursed all losses in full (£25,745.33 total), going beyond the standard remedy by reimbursing all scam payments rather than only those after intervention should have occurred. The ombudsman found this response fair and reasonable and did not uphold the complaint.
The Ombudsman's reasoning
The ombudsman found that Starling had reimbursed all money lost to both scams in full. The bank went beyond the standard remedy by reimbursing all scam payments rather than only those occurring after the point at which it should have intervened. Therefore, no further action was required.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Starling Bank Limited, all decisions | 992 | 25% |
Source
Read the original decision on the Financial Ombudsman Service website