Not upheld: Account closure without notice complaint against Bank of Scotland plc trading as Halifax

Decision detail

Summary

Mr Z complained that Halifax unfairly closed his accounts and provided poor service. Halifax reviewed his accounts as part of its regulatory obligations and issued a notice to close in October 2024, with closure on 27 December 2024. Mr Z, a long-standing customer, disputed the closure and claimed poor service at the branch. The ombudsman found that Halifax's closure decision was made fairly in line with its regulatory duties and account terms, and that the £150 compensation already issued for poor service was adequate. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Halifax's account closure decision was made in line with its regulatory and legal obligations under UK financial regulation, which requires ongoing monitoring of business relationships. The decision was also consistent with the account terms and conditions which allow Halifax to review and close accounts. While the closure caused inconvenience and poor service was acknowledged, the ombudsman determined that Halifax acted fairly in reaching its decision and that the £150 compensation adequately reflected the impact of service delays.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website