Not upheld: account closure without stated reason complaint against Yorkshire Building Society Ltd
Financial Ombudsman decision DRN-6110936 of 2026-06-08T00:00:00+00:00. account closure without stated reason complaint against Yorkshire Building Society Ltd. Outcome: Not upheld.
Decision detail
| Reference | DRN-6110936 |
|---|---|
| Decision date | 2026-06-08T00:00:00+00:00 |
| Firm | Yorkshire Building Society Ltd |
| Product | Savings / ISA |
| Claim type | account closure without stated reason |
| Outcome | Not upheld |
| Remedy | None. No reactivation of account or compensation ordered. |
Summary
Mr N and Miss T complained that YBS closed their savings account without providing any reason or explanation. YBS notified them on 23 September 2025 that the account would close within seven days and issued a cheque for the balance. The ombudsman found that YBS fairly relied on its terms and conditions to close the account and was not obliged to disclose its reasons, which were based on commercial appetite criteria. The complaint was not upheld and no remedy was ordered.
The Ombudsman's reasoning
The ombudsman found that YBS fairly relied on its terms and conditions to close the account and had a legitimate basis for doing so. YBS is under no regulatory obligation to disclose the reasons for account closure to customers, and the ombudsman accepted YBS's confidential explanation of its decision-making criteria related to commercial appetite. The account closure was conducted in accordance with applicable terms and regulatory requirements.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Yorkshire Building Society Ltd, all decisions | 1 | 0% |
| Savings / ISA, all decisions | 7,604 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website