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Complaints data

At Kroo our mission is to be the most trusted and loved bank in the UK.

Whilst we're working day and night to do everything we can to achieve this - things won't always go smoothly.

So when things don't go as expected, we do everything possible to listen to you, fix anything that has gone wrong and deal with your complaint as quickly as possible.

This allows us to improve the service we provide and how we do things. It also helps us improve our processes and products so we can do better moving forward.

The following table shows how many complaints we received and how we dealt with them.

We submit this data to the Financial Conduct Authority every six months.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at https://www.ombudsman-complaints-data.org.uk/

1 July - 31 December 2024


  • Provision (at reporting period end date)

  • Banking and Credit Cards

    Credit related

    6.6*

    N/A

  • Intermediation (within the reporting period)

  • Banking and Credit Cards

    Credit related

    N/A

    N/A

  • Number of complaints opened

  • Banking and Credit Cards

    Credit related

    1,246

    21

  • Number of complaints closed

  • Banking and Credit Cards

    Credit related

    1,265

    17

  • Percentage closed within 3 days

  • Banking and Credit Cards

    Credit related

    0.8%

    N/A

  • Percentage closed after 3 days but within 8 weeks

  • Banking and Credit Cards

    Credit related

    99.1%

    100%

  • Percentage upheld

  • Banking and Credit Cards

    Credit related

    38.4%

    70.6%

  • Main cause of complaints opened

  • Banking and Credit Cards

    Credit related

    Other, General, Admin / Customer Service

    Other, General, Admin / Customer Service

*Per 1,000 accounts

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Kroo Bank Ltd is a limited company registered in England and Wales with company registration number 10359002. Its registered address is Kroo Bank Ltd, 20 Farringdon St, London, EC4A 4AB, UK. Kroo is authorised as a bank by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (firm registration number 953772).


Kroo Bank Ltd specialises in financial services for retail customers. All eligible deposits are protected by the Financial Services Compensation Scheme up to £85,000 per customer.