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.
Reviewers consistently report positive experiences with Kroo Bank Ltd. Customers often highlight easy, account, great, quick.
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A minority mention drawbacks around account, bank, kroo, money. Overall sentiment is strongly positive with an average rating of 3.4 stars across 60 reviews.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
3.4
60
100%
● Low
3.4 / 5 overall
=
60 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Sep 2025.
Last 3 months
3.4
12-month avg
3.4
All-time
3.4
Category avg
3.9
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 25
3.9
37
Sep 25
2.7
23
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
Top praiseof 37 positive reviews
Easy to use49%
18 mentions
Fast & efficient30%
11 mentions
Delivery14%
5 mentions
Website & app11%
4 mentions
“I found the whole process of opening my account very straightforward”
On “Easy to use” · Sep 15, 2025
Top complaintsof 23 negative reviews
Customer service61%
14 mentions
Account issues61%
14 mentions
Payment issues39%
9 mentions
Response time30%
7 mentions
“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...”
On “Customer service” · Sep 15, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Finance & Insurance.
Overall rating and review count for this company and similar companies
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
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.
Is Kroo Bank Ltd a scam?
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.
What services does Kroo Bank Ltd offer?
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.
What payment methods does Kroo Bank Ltd accept?
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.
All 5 questions →Show fewer questions
How can I contact customer support at Kroo Bank Ltd?
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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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
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?
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.
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!
Unacceptable response times and non existent customer support !
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 banks security procedure is pathetic they will allow a clearly fraudulent company to continue to take money out of your account stick with Barclays they are above and beyond
Having held the Kroo account for just over 2 years and operating it much like my accounts with Nationwide over more than 60 years I have received a notification today informing me that they are closing my account. They tell me to consult their terms and conditions to find out why but having done so I am none the wiser. My advice . Stick to the long-standing banks and avoid these Mickey Mouse outfits. And read all the poor reviews all citing the arbitrary closure of accounts.
worst bank ever, they work with the scammers won't protect you
I got scammed multiple times using their card, each time they had an excuse not to help me file a transaction dispute, the most recent one was outrageous, they stayed silent for months after receiving information from me, then i had to chase them on it, they finally started working on it as if they previously forgot about the case, and they also kept needing me to repeat everything i already said MONTHS ago, i said i couldn't risk it because they had the information and I shouldn't re file it out of my thin memory today, they then tried not to process my case, each time I threatened to take them to financial ombudsman they took a step back, but eventually they still needed me to "make up" information for them to do their job, and once i gave them this information for the 100th time, they immediately came with outcome - cant be processed as passed 120days limit, that was a delay by their side and if they knew this was the case the whole time, why bugging me day in day out for weeks? With this I'm now asking for a final response so i cant sue them at the financial ombudsman, but these lawless bastas won't process my formal complaint
-----------------------------
they lied about having no details to verify my review, i've just given them my name and number, only info i couldn't give was ref no as there wasnt one, Kroo is always lying, they lied about the dispute was only recently raised as well when it was raised months ago, liar bank
———————————
1st September
This dodgy bank has closed my account in retaliation for this review
I had received a payment of £1,090 from my Aunt to help with a purchase I was going to make, the second I had received the funds into the account. My account was immediately placed into a lockdown, a representative called 'Tristan' had requested information on the payment which I had happily provided, after realising the evidence was sufficent and worthy of releasing the payment he does so but then immeditaely restricts my account for a 'review' this review has been ongoing for over a month. I do not understand what is so complictaed about this review for a payment of £1,090 to take over a month, this says everything about the bank that you need to know. No responses from the chat and the customer service via the phone line have openly admitted that they cannot help with this only push a 'complaint' further so the team can see it. This bank is an absoloute shambles of a bank needless to say with a very murky background I encourage whomever may be banking with this bank or thinking of to swiftly switch as this bank is a helpless bank. Evidently I am not the only person who is going through this issue as many others are which you can see by the reviews I also encourage viewing the news articles published which show their uncooperative behaviour with many others.
EDIT : I have been in contact with Kroo countless times and still no result! Its been 2 months! How long does it take to conclude an investigation over a grand!? This bank is full of lies and to whomever is once again looking to bank with them AVOID!
After 2 months finally they closed my account now i call customer service they say my money in trust account, when i ask for my money they tell me that i have to wait for special team to send me form for balance transfer, what a scam strongly believe they gonna scam me and not pay my money at all. Even all money went into my account came from my employee Never ever use this bank.
Account suspended abruptly and funds stuck!! No straight communication
I have been a Kroo customer for over 3 years and until recently, my experience was fairly satisfactory-aside from occasional minor delays in payments, which I didn’t mind much.
However, my recent experience has been a nightmare. I was transferring a significant amount from my Kroo account to another bank as financial help for my parents. The transaction was first put “under review,” then cancelled, and shortly after, my account was suspended. I was immediately asked for ID documents and the reason for the transfer, which I provided without delay.
Despite doing everything requested, two days later Kroo closed my account without giving me a clear reason. Worse, they have withheld my funds. I even provided an alternate UK bank account (on 15th August) as instructed, but as of today (19th August) I have received zero communication from Kroo. My money is stuck, my parents urgently need these funds, and the stress and anxiety this has caused me and my family is beyond words.
Reading through many other reviews, I now realise this is not an isolated case. It seems Kroo has a pattern of freezing customer accounts and withholding money under the pretext of “reviews” or “trust accounts.” This is unacceptable and feels like nothing less than a scam.
I don’t mind if they close my account—that was something I was considering anyway. But withholding my hard-earned money, even after providing every single document and explanation they asked for, is unethical and cruel.
Kroo, release my funds immediately. If this issue is not resolved soon, I will have no option but to take legal action. Customers put their trust in banks to safeguard, not seize their money. Right now, Kroo is doing the exact opposite.
Customer service is now AI only, and not very “I” either!
I have been receiving sporadic payments from a U.K. company for several years and recently I decided to get them sent to Kroo to save for a trip. I was aware the company used Hyperwallet, but there was no warning on Kroo against similar third party wallets, so I proceeded. The payment was rejected and it went back to the payer’s account, which charged me £8.50 as for their T&C. In the support chat, the Kroo agent said the payment was rejected because it came from a non UK account, and confirmed they had no issues with Hyperwallet as long as the payment was originated from a U.K. account. I took it to the company which insisted the payment came from a UK account. I gave them a different account, this bank confirming they accepted Hyperwallet but also to make sure it was a U.K. account. This time the payment went through, minus the £8.50 charge.
I went back to Kroo unhappy and asking them to cover the charge, as the originating account was confirmed to be a U.K. one and nowhere on their site - as also confirmed by their customer service agent - stated that Hyperwallet was not accepted. They got back to me the next day.
After a very detailed explanation of what happened, this was the (obviously automated) reply I got the next day:
“Sam: Sadly, we don’t currently support international payments, but we hope to do so in the future. We also don’t accept incoming international payments or any payments originating from outside the UK.
It’s worth noting that if an international payment is sent to your Kroo account in error, these funds will be returned to the beneficiary as soon as possible.”
So dear “Sam”, this is why I’ll be moving my business elsewhere. Mistakes happen and can be rectified. But when there’s no will to rectify them, it makes you worried about what the next mistake might be.
Stay clear!
Edits following replies on here. It’s worth noting I sent my phone number as well but they never bothered calling…
1 - There. See below. They can’t even bother reading.
IT. WAS. NOT. INTERNATIONAL.
You bloody waste of space.
Now you can all clearly see why you don’t want an account with this bank.
2 - It was a U.K. account. If it wasn’t, I wouldn’t have received it on my new account either. And I can forward you the replies from the company in question assuring me repeatedly that the originating account is most definitely a U.K. account. Evidently your system perceives Hyperwallet payments as foreign accounts. In which case, you should warn your clients against using third party services, not just foreign accounts. And most of all, stop dismissing your customers like idiots! If I take this much time to tell you it’s a U.K. account, it IS a U.K. account and you could at least properly check that your system doesn’t have an issue with third parties as it’s obviously the case here.
But hey, I cleared my account and it’s all ready for closing, which I can’t find how to do from the app. So hopefully one day you’ll have a proper look and add Hyperwallet to the list of non accepted payments. Meanwhile, I’m out of here, and I definitely won’t recommend you to anyone.
Whatever you do don’t bank with these clowns. If you can call them a bank that is!
I got scammed in my account and money was taken contacted them to let them know and request my money back - they replied implying I was a liar by telling me I’ve made this transaction before so we don’t see it as a scam which is absolute bs it’s been a week now and nobody is responding it’s only £15 not a million! Any decent bank would rerun the funds immediately and not argue the situation. Insinuating I’m a liar. The whole point in a bank is for your funds to be insured from situations like this. These guys are a joke. Just a wannabe infant bank. They’re pointless and useless, and the account will be getting closed. Stay clear
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.
