About • Overview
Raising the standard for smoother transfers.
STAR is an independent, regulator-backed programme that sets and measures good practice in the transfer of savings and investments across UK financial services.
STAR members submit management information each year, creating a transparent and comparable view of transfer performance - including speed, clarity and customer outcomes.
Regulator-backed
Supported by the Financial Conduct Authority (FCA) to raise transfer standards across the UK market.
Industry-led
Shaped and governed by the providers, platforms, fund managers and transfer agents involved in transfers.
Performance-based
STAR accreditation is awarded each year based on current MI, measured performance and independent review.
About • Governance
How STAR is governed.
STAR is delivered and maintained through defined governance groups, each with a clear remit. Together, they oversee the standards, accreditation process and management information framework that underpin STAR.
01 — Overview
STAR Governance Groups
STAR governance supports:
- Maintaining the register of organisations committed to STAR.
- Collecting and reporting management information against STAR standards.
- Governing, maintaining and developing the STAR standards framework.
- Liaison and accountability to regulators and other relevant stakeholders.
The STAR Board remains accountable for delivery. Any decisions that would change the core principles of STAR may be recommended by the STAR Steering Group, and require CTHS Board approval.
If you are a STAR member and would like to get involved in a STAR Group, please contact enquiries@star-transfers.co.uk.
02 — Steering Group
Steering Group
Individual participant Steering Group members have the following responsibilities:
- Understand the goals, objectives, and desired outcomes of STAR in line with the delivery principles.
- Understand and represent the interests of STAR stakeholders.
- Take a genuine interest in STAR’s outcomes and overall success.
- Consider whether STAR is making prudent decisions when responding to issues, risks and proposed changes.
- Consider STAR’s alignment with wider pensions and investments industry and regulatory strategy.
- Actively participate in meetings through attendance, discussion, and review of minutes, papers and other Steering Group documents.
- Support open discussion, debate and encourage fellow Steering Group members to voice their insights.
- Act as ambassadors for STAR and work actively to bring other organisations on board.
- Promote the benefits of participating in STAR across the industry, in line with communication guidelines set out within this document.
03 — Accreditation Steering Group
Accreditation Steering Group
The STAR Accreditation Group oversees the accreditation process and supports consistent, fair assessment across all product groupings.
Accreditation Steering Group members are responsible for:
- Agreeing the accreditation framework.
- Setting and managing the accreditation timeline.
- Reviewing accreditation thresholds each year.
- Validating accreditation levels for STAR members.
- Defining and managing STAR accreditation marks.
- Creating and supporting the appeals process.
04 — Implementation Group
Implementation Group
Responsibilities
Implementation Group members are responsible for:
- Reviewing target reportable MI and identifying key reporting areas.
- Supporting the approach and timeline for full MI submission.
- Considering and triaging requested changes to the process capture document.
- Escalating material issues or changes to the Steering Group where required.
- Helping to identify risks, issues, assumptions and dependencies.
Supporting
The group supports:
- A reporting approach document.
- Agreed change requirements.
- Documented risks, issues, assumptions, dependencies and change requests.
Participation in the Implementation Group is invitation-only and restricted to STAR members or confirmed prospective STAR members.
Frequently asked questions
Common questions about STAR
Find answers to common questions about how STAR works, who can take part and what accreditation involves.
Q. What is STAR?
STAR is the industry programme that provides the framework for improving savings, investment and pension transfers.
It brings organisations together to measure performance against agreed standards, share good practice and recognise excellence through accreditation.
Q. Why was STAR created?
Customers expect transfers to be completed accurately, consistently and without unnecessary delays.
STAR was created by the industry, for the industry, to help make that happen.
Q. Who runs STAR?
STAR is delivered jointly by Criterion and TeX through CT Holdings and Services Ltd.
It operates on a not-for-profit basis, with members helping shape its future direction.
Q. Does STAR regulate firms?
STAR is not a regulator and has no enforcement powers, but is supported by regulatory bodies such as the Financial Conduct Authority (FCA).
It provides an industry framework that enables organisations to measure and improve transfer performance.
Q. How does STAR support better customer outcomes?
STAR encourages consistent processes, transparency and continuous improvement across the industry. Organisations submit their transfer MI, which determines their award accreditation while also providing insight into performance and areas for further improvement.
The goal is simple: better transfer experiences for customers and advisers.
Raise the standard for smoother transfers
Join the organisations raising the bar on customer transfers and gain independent accreditation that proves it.