Kroo Bank Ltd is a financial institution that offers a modern banking experience through its current account and savings products. Targeting individuals seeking straightforward banking solutions, the company allows customers to open a current account that earns interest at a competitive rate of 2.65% AER (variable) on their balance. Additionally, Kroo Bank provides a Flexible Cash ISA, which offers an interest rate of 3.80% AER (variable) for customers looking to enhance their savings. The bank focuses on providing a user-friendly platform with real-time spending insights, enabling customers to track and categorize their transactions effortlessly. With no monthly fees and zero fees on spending abroad, Kroo Bank aims to simplify personal finance management while ensuring that customer deposits are protected under the Financial Services Compensation Scheme up to £120,000.
Kroo Bank Ltd receives mixed feedback from its customers, with a notable divide in experiences. Many reviewers appreciate the easy and quick process of opening an account, highlighting the user-friendly app and prompt responses to inquiries.
However, a significant number of customers express frustration over account management issues, particularly regarding frozen accounts and poor customer service. Complaints about intrusive inquiries into small transactions and a lack of human support exacerbate these concerns. While some users report satisfaction with their banking experience, others warn potential customers to avoid the bank due to these persistent problems. Overall, Kroo Bank Ltd has both its advocates and detractors, reflecting a divided sentiment among users.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.4 | 60 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Sep 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 25 | 3.9 | 37 |
| Sep 25 | 2.7 | 23 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“I found the whole process of opening my account very straightforward”
“Once again for the 13 day in a row I’ve not a human reply to my account being frozen which I’ve rang their customer s...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Finance & Insurance.
| Company | Overall | Legit | Service | Website & app | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 3.4 out of 5 (fair) | 100 out of 100 | 2.3 out of 5 (poor) | 2.7 out of 5 (poor) | 5.0 out of 5 (good) | — | 60 |
| 4.2 out of 5 (good) | 100 out of 100 | 3.3 out of 5 (fair) | 3.0 out of 5 (fair) | — | — | 1,200 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.6 out of 5 (good) | — | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | — | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.0 out of 5 (good) | 4.8 out of 5 (good) | — | 1,060 |
Bottom line: Kroo Bank Ltd is #5 of 5 on overall rating in this group. On service, JustCover Travel Insurance scores higher (4.9 vs 2.3).
60 reviews of Kroo Bank Ltd. Filter by what matters to you.
Over a year ago
I found the whole process of opening my account very straightforward.
Over a year ago
Very easy app to use Quick response to inquiries No hassle no paperwork
Over a year ago
Avoid this bank at all costs!! Husband had his bank account frozen over two weeks ago! Bank requested supporting evidence for payments that were made in to the account.. everything provided. Message... See more
Quick answers to the questions people ask most.
Kroo Bank Ltd has a mix of customer experiences, with a significant number of reviews highlighting an easy account opening process and user-friendly app. However, it's important to note that there are also numerous negative reviews regarding customer service and account management.
Kroo Bank Ltd is not identified as a scam, but safety concerns have been raised by customers regarding account freezes and slow customer support. Verified reviews indicate a pattern of dissatisfaction, especially related to timely responses.
Kroo Bank Ltd primarily offers banking services including personal accounts and ISAs. Customers have noted the ease of setting up accounts and using the mobile app.
Kroo Bank Ltd allows various payment methods through its mobile app, although specific details on payment types may vary. Customers have expressed satisfaction with the app's usability.
You can reach Kroo Bank Ltd's customer support through their app or website. However, customer feedback indicates that response times may be slow, with some users reporting frustration over unaddressed inquiries.
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Polarized pattern: few middle ratings. 62% of recent reviews are 4–5★ and 38% are 1–2★.
I found the whole process of opening my account very straightforward.
Very easy app to use Quick response to inquiries No hassle no paperwork
Once again for the 13 day in a row I’ve not a human reply to my account being frozen which I’ve rang their customer support every day and all I get is they will pass it on the the relevant department. So with the on line chat you just get the same reply a bot. They frozen my account which I give all my paperwork and evidence and 13 days later still no reply to what is going on. I’m currently on benefits which were put into my Kroo account and returned to DWP so until this is dealt with I’m unable to access any money. This a disgrace of an online bank. So please take note and avoid them. The reply I will get on here will be another excuse to say with haven’t got your name and email address which they know you can’t put on these reviews. Or the reply will be we are sorry about this and our company works hard to deal with this ASAP. This is a total scam and with holding my money without good reason is against the law but Kroo bank seem to just do what they want. I’ve asked them to close my account and withdraw my money which I’ve been totally ignore. I’ve asked them on three different phone calls and written in the online chat and same old excuses we will get the relevant department to contact you and all you get on the online chat is a bot responses saying we will get someone back to you.
Avoid this bank at all costs!! Husband had his bank account frozen over two weeks ago! Bank requested supporting evidence for payments that were made in to the account.. everything provided. Messages the bank daily regarding this matter and all you get is automated responses! Even called customer service & they are about as much help as a chocolate tea pot! Have literally left a family having to borrow money to survive right on top of the kids returning back to school! AVOID AVOID AVOID
Was going fine until kept recieving messages demanding where tiny sums of money were coming, very intrusive and bullying, I'm talking about literally 2 or 3 pounds
As totally money direct me for a loan with 5.9% apr which was showing me I’m preapproved. However app took me to the KrooBank web page to connect my bank to be able to complete loan application. Suddenly system was giving error and apr changed to 10.9% So I found it basically it’s a scam and suddenly opened me a bank account with my details without my permission. Do not get trapped by KROOBANK APR LIES
App very easy to use
My funds have been frozen for abut 5 days not having the correct response from you to unblock my account its a new account to me and i am extremely unhappy so far
I’ve been trying to join the bank but they refuse to elaborate on why an application has been rejected. I have no CIFA markers. They didn’t want me 9 months ago, and they still don’t want me now. Support is saying you can’t reapply if you’ve ever been rejected no matter how long it has been. My credit score and history is very good compared to the average person so it really makes no sense. Kroo would have been my main bank as it has many features that make it compelling (at least from research), but if you don’t want customers then why bother advertising?
Have had a Kroo Account for a while now. Never had any issues. Most banks will make you go premium to get interest on the current account, not them. I'd like to see them offer more financial services.
I have got a savings account and an ISA with Kroo bank and have been a customer for approximately three years. During this time I was really pleased with the service and everything was great. However, out of the blue on 4th July 2025 I received a note to say that my account was no longer wanted and they couldn’t offer me banking facilities anymore and my account will be closed on 2nd October. As you can imagine, as a shareholder and an account holder of over £40,000 in an ISA with them I was horrified. I instantly replied to the messages and continue to reply for approximately six more times but never once even got the courtesy of a reply. I also emailed to ask why this was and what I could do to prevent this Especially due to the amount I have invested and being a shareholder. I didn’t receive any replies and as of yet still not had a reply. I have opened another chat line and was assured that somebody would get back to me about this but nobody has. Time is now ticking and I have absolutely no idea what will happen to my money or even if the account will be closed. Basically, Kroo are very good until they aren’t. I haven’t lost hope because as a shareholder I like the Kroo ethos but simply reaching out would be a start. Hopefully a more public request like this will help. EDIT - The response says to contact them via the in app chat or email. Herein lies a perfect example - You may want to re-read the issue above.
Opening an account went without a hitch and was quickly done.
Quick and simple setup of account
I found joining this bank relatively easy, especially as I normally struggle with IT. I also applied to have an ISA transferred and although it hasn’t gone through yet I managed to follow the process easily.
Crap, impersonal
I strongly advise against using Kroo Bank after a shocking experience with fraud and their complete failure to deal with it properly. On 13 August 2025, I received a notification for a fraudulent £9.99 transaction to PureGym in Leeds. At the time, I was abroad (and can prove it) and have never been to Leeds or used PureGym. Immediately after, I received a phone call from someone claiming to be from Kroo’s fraud department who already knew my full name, address, phone number, and email, and had real-time knowledge of my transaction. This is not typical card fraud – it suggests a serious security breach. I froze my card and reported it straight away. Kroo’s response has been appalling. They claimed they were “unable to confirm” if the transaction was fraudulent – despite the fact I was out of the country and could not possibly have made it. They denied any security breach without providing a shred of evidence. They also contradicted themselves by saying their investigation is still “ongoing” while at the same time issuing a final response dismissing my complaint. Their only “solution” was to cancel my card, leaving me stranded abroad without access to funds. The amount involved may have been small, but the principle and the handling of it is shocking. If fraudsters can obtain all my personal details and Kroo simply shrugs it off, how can any customer feel safe banking with them? I am now escalating this to the Financial Ombudsman Service. Think very carefully before trusting Kroo with your money or personal information. If this is how they treat a clear case of fraud and a potential data breach, I dread to imagine what would happen in a more serious case.
I had an issue transferring funds due to an error with their mobile app, which meant I couldn't pay for a service. This caused both some inconvenience and embarrassment, so I raised a complaint. This is a payment service complaint, therefore I should have had a response within 15 days, 6 weeks later still nothing, despite my attempts to highlight to Kroo they are non compliant. I have read the 1 star reviews which are indicative of my experience, whilst things generally run well, when anything goes wrong, the lack of customer service is attrocious. I have to consider my next action once I finally get a reply to my complaint, regardless of what this is, they are not adhering to complaint compliance and this needs raising potentially via the FOS. Wish me luck!
So I closed my account and made an official complaint due to the lack of customer support and response times. My complaint was upheld and they offered compensation. As I had closed my account, they asked me for a PDF statement of my current bank account to be able to pay the compensation in to. This was sent days ago and I’ve still not had a response. In conclusion, I’m glad I closed my account when I did as they obviously haven’t improved their customer service or response times and it’s unacceptable. There are many challenger banks and I find Chase and Starling much more proactive in dealing with their customers. I’d avoid Kroo unless you want to wait days ( or in my first case, weeks ) for a response to your bank account queries !
Today I'm forced to leave a negative review for Kroo Bank. The reason is their very slow customer service. I had a problem with a money transfer. I filed a dispute over 10 hours ago and haven't received any help. This morning around 8:20, someone named Sam showed up, just said hello, and then disappeared.
Kroo Bank Ltd is a financial institution that offers a modern banking experience through its current account and savings products. Targeting individuals seeking straightforward banking solutions, the company allows customers to open a current account that earns interest at a competitive rate of 2.65% AER (variable) on their balance. Additionally, Kroo Bank provides a Flexible Cash ISA, which offers an interest rate of 3.80% AER (variable) for customers looking to enhance their savings. The bank focuses on providing a user-friendly platform with real-time spending insights, enabling customers to track and categorize their transactions effortlessly. With no monthly fees and zero fees on spending abroad, Kroo Bank aims to simplify personal finance management while ensuring that customer deposits are protected under the Financial Services Compensation Scheme up to £120,000.
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