Account Switching with Kroo Bank.

Kroo isn’t part of the Current Account Switching Service however, you can set up and cancel Direct Debits and standing orders as well as move money to and from your account all via the Kroo app. Click here to read more about this in our FAQs.

You can also ask Kroo or another provider to switch your account for you. If you would like to switch your personal current account to or from Kroo Bank, here’s how it works:

Switching Into Kroo

Once you’ve successfully opened your Kroo current account, you can apply to switch your existing current account to Kroo Bank:

Simply fill in our Switch Mandate, and we will do the rest. Any current account held with any UK bank can be switched to Kroo Bank providing:

It’s not a joint account.
The account being switched is held in the same currency (pounds only).
You complete a Switch Mandate.

You can complete a Switch Mandate here.

The Switch Mandate lets you tell us and your existing current provider which of your eligible payment types you want to switch and the date you want the switch to take place. The eligible payment types we can help you switch are:

Recurring incoming credit transfers, for example, your salary, received in the previous 13 months.
Direct debit payments and creditor-driven Direct Debits.
Standing orders.

You can also:

Tell us to switch all of these payments or only some of them.
Ask for your existing current account to be closed and any credit balance transferred to your Kroo Current Account.
Specify the date you want the switch to take place (known as the Switch Date).

The Switch Date must be at least 13 working days after we receive your fully completed Switch Mandate. An incomplete Mandate could delay the switch if we need to contact you for missing details or if your existing current account provider is not given all the information needed to identify your account.

Kroo Bank will send your Switch Mandate to your existing current account provider within 2 working days of you submitting it. Your existing current account provider must send us a list and all relevant information of the eligible payments you want to switch within 5 working days of our request. They will also send these details to you if you ask them to on the Switch Mandate. We may need to contact you or your bank if any of the details we receive are incomplete.

Within 5 working days of receiving the information, we will set up your payments on your Kroo Bank account. Please be aware that there could be a delay if we need to contact you or your existing current account provider for missing information or if you wish to switch only some of your payments.

If you ask us in the Switch Mandate, we will also write to any of your Direct Debit originators and to anyone you receive recurring credits from, such as your employer, to let them know they should use your new Kroo Bank details. We may need to contact you to ask for this information.

Alternatively, it could be easier to let your Direct Debit originators or people such as your employer know about the switch yourself. You should give them your new account number, sort code found in your app, and the Switch Date.

Your existing current account provider will stop making or accepting your payments on the Switch Date you give in the Switch Mandate. They will also send any credit balance to us and close your old account if instructed. It’s a good idea to choose a Switch Date that is not close to any important payment dates such as the date your mortgage is paid or you receive your salary.

From the day after the Switch Date, Kroo Bank will start making and accepting your payments on the existing regular dates. We will also send you a message to let you know that we have completed your switch. If possible, your existing current account provider will inform anyone they refuse a Direct Debit to, or recurring incoming credit transfer from, that you have switched your account. Your existing current account provider will let you know if there are any outstanding obligations that may prevent them from transferring any credit balance or closing your account on the Switch Date. We may also need to contact you regarding the contact details for your Direct Debit providers if your existing current account provider does not provide us with the required details.

Switching Out

If you want to move your current account from Kroo Bank to another UK bank or building society:

Instruct Your New Bank:
- Tell your new bank you want to switch away from Kroo Bank.
- Complete the instructions provided by your new bank.
Kroo Bank's Role:
- We will receive your mandate from your new bank.
- Within 5 working days, we will send your payment details to your new bank.
- We will notify you of any issues preventing account closure (if instructed).
Final Steps:
- Stop accepting or making payments from your account on your requested date.
- Transfer any credit balance to your new account.
- Close your Kroo Bank account, if requested.

Timelines

New Provider: Sends the customer switch mandate to the existing provider within 2 working days.
Existing Provider: Sends payment details to the new provider within 5 working days.
New Provider: Sets up the payments within 5 working days and is ready for the Switch Date.

Possible Delays

Missing information from the existing provider.
Unpaid debit balances.
New provider needing more information from you or the existing bank.
Clarification on specific payments if not all are being switched.

Important Information

Switches can only take place between accounts in the same currency (e.g. pounds to pounds).
The service is for Kroo Bank Personal Current Accounts only.
Switches are limited to accounts with other UK banks or building societies.

Complaints

Kroo Bank values high customer service standards. If you're dissatisfied with how we handle your complaint, you can contact the Financial Ombudsman Service for further assistance. Find their contact details here.

Switching your account with Kroo Bank is designed to be a smooth process. For more details, reach out to our customer service team.