Not upheld: Account closure without notice complaint against ICICI Bank UK Plc
Financial Ombudsman decision DRN-5948636 of 2025-12-11T00:00:00+00:00. Account closure without notice complaint against ICICI Bank UK Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-5948636 |
|---|---|
| Decision date | 2025-12-11T00:00:00+00:00 |
| Firm | ICICI Bank UK Plc |
| Product | Current account |
| Claim type | Account closure without notice |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. ICICI was asked to notify Miss O if the position changes. |
Summary
Miss O complained that ICICI Bank UK Plc blocked her account in July 2025 following a review of account activity. ICICI stated it was acting in accordance with legal and regulatory obligations. The ombudsman found that ICICI was entitled to conduct account reviews and block accounts as part of its regulatory compliance obligations. The ombudsman accepted ICICI's confidential information about the reasons for the block and determined that financial businesses need not provide full disclosure in such circumstances. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that ICICI, like all financial businesses, is subject to legal and regulatory requirements that permit account reviews at any time. The ombudsman was satisfied that ICICI acted in line with its legal and regulatory obligations when blocking the account. The ombudsman accepted that ICICI's confidential information was sensitive and could not be shared with Miss O, and determined that financial businesses in these circumstances may not need to give reasons for account blocking.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| ICICI Bank UK Plc, all decisions | 47 | 21% |
| Account closure without notice, all decisions | 11,650 | 19% |
| Current account, all decisions | 48,245 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website