How good is Starling's phone service?

Considering switching from First Direct for my current account as I've grown tired of the app and online banking - security is painful and they never seem to add any new features.
Only upside is excellent customer service. I use starling for business banking already and I love the app.
How good is their telephone line should I want to ring them for something? I'm used to lightning quick phone answers any time of day or night and I'd quite like that to continue.


  • pridehappy
    pridehappy Forumite Posts: 249
    100 Posts Name Dropper Photogenic
    There's not much data to support the theory of good telephone customer service from banks, but taking from Starling's overall service quality and the number of people who recommend them, I couldn't imagine it to be bad. 

    I'm sure you'll know that Starling Bank accounts are meant to be primarily managed through their app, although telephone support is available whenever needed.

    Which? Magazine has done some research a few years ago and found Starling Bank to be good in terms of its telephone service.

    First Direct:
    Minimum hold time: 10 seconds
    Maximum hold time: 49 seconds
    Starling Bank:
    Minimum hold time: 1 minute and 5 seconds
    Maximum hold time: 12 minutes and 56 seconds

    As you can see, Starling did take a little bit longer than first direct although still scored quite highly in the top half of their table.

    Personally, I'd definitely go for a switch to Starling Bank from first direct.

    Fraud victims facing lengthy waits and unwelcome phone bills when calling their bank - Which? News
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