Not upheld: Account closure without notice complaint against HSBC UK Bank Plc
Financial Ombudsman decision DRN-6259899 of 2026-06-17T00:00:00+00:00. Account closure without notice complaint against HSBC UK Bank Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6259899 |
|---|---|
| Decision date | 2026-06-17T00:00:00+00:00 |
| Firm | HSBC UK Bank Plc |
| Product | Current account |
| Claim type | Account closure without notice |
| Outcome | Not upheld |
| Remedy | None - complaint not upheld |
Summary
Miss S complained that HSBC blocked access to her account in November 2025 while conducting a review. HSBC subsequently completed the review and closed the account. The ombudsman examined whether HSBC's decision to block the account and the duration of the block were fair and reasonable. The ombudsman found that HSBC's actions were in line with its legal and regulatory obligations, which permit account monitoring, reviews, and fund restrictions without providing reasons. Although acknowledging the serious impact on Miss S, the ombudsman found no evidence that the delay was avoidable or that HSBC could have communicated more about timescales. The complaint was not upheld.
The Ombudsman's reasoning
HSBC's legal and regulatory obligations permit it to monitor accounts, conduct reviews, and restrict access to funds during such reviews without providing reasons. The ombudsman was satisfied that HSBC acted in line with these obligations. While acknowledging the serious impact on Miss S, the ombudsman found no evidence that the delay during the review was avoidable or that HSBC could have provided more information about timescales.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| HSBC UK Bank Plc, all decisions | 7,578 | 23% |
| Account closure without notice, all decisions | 11,926 | 18% |
| Current account, all decisions | 52,014 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website