Part 3 of the Order requires Business Current Account (BCA) providers with 20,000 or more SME (small to medium-sized enterprise) 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. Participating providers must supply the market research company which carries out the independent survey with a list of SMEs to take part in the survey. That list should include all SMEs that hold BCAs.



Starling Bank breached Part 3 of the Order by failing to provide the market research company with data on all the required businesses for the BCA survey for Great Britain. The data provided to the market research company by Starling Bank did not include holders of the Starling Sole Trader Account.

CMA Investigates Starling Bank for Breaching Retail Banking Order

The CMA has notified Starling Bank of breaching Part 3 of the Retail Banking Order, which mandates BCA providers with over 20,000 SME customers in Great Britain to participate in a survey measuring customer recommendations. The survey results, including provider scores and rankings, are made public.

 Starling Bank allegedly failed to supply the market research company with a complete list of SMEs for the survey, omitting holders of the Starling Sole Trader Account from the data provided. This non-compliance with data submission requirements constitutes a violation of the Order.



CMA Investigates Starling Bank for Breaching Retail Banking Order

The Competition and Markets Authority (CMA) has raised concerns over Starling Bank's failure to comply with a survey requirement under the Retail Banking Order.