Upheld: service failure in funds transfer and account closure processes complaint against National Westminster Bank Public Limited Company trading as Ulster Bank Limited
Financial Ombudsman decision DRN-6275764 of 2026-04-15T00:00:00+00:00. service failure in funds transfer and account closure processes complaint against National Westminster Bank Public Limited Company trading as Ulster Bank Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6275764 |
|---|---|
| Decision date | 2026-04-15T00:00:00+00:00 |
| Firm | National Westminster Bank Public Limited Company trading as Ulster Bank Limited |
| Product | savings account |
| Claim type | service failure in funds transfer and account closure processes |
| Outcome | Upheld |
| Remedy | Ulster Bank must pay Miss F £100 compensation for distress and inconvenience caused by service failings. |
Summary
Miss F complained about difficulties making a transfer from her Ulster Bank Limited Edition Saver account and the failure to action her account closure request. On 1 December, she attempted a transfer but was limited by mobile app restrictions; the bank offered biometric security to increase limits or online transfer via card reader as alternatives. Miss F declined biometrics and reported difficulty ordering a card reader. She also requested account closure without providing settlement account details, and the bank's email notification of this issue was not received or not clearly communicated. The ombudsman found Ulster Bank's terms and conditions were clear and transparent, and the bank was entitled to its policies, but identified service shortfalls in agent knowledge and system documentation. The complaint was upheld and £100 compensation ordered.
The Ombudsman's reasoning
The ombudsman found that Ulster Bank's terms and conditions were clear and transparent regarding account access methods and limitations, and that Miss F, as an experienced saver, should have reviewed them before opening the account. The bank was entitled to set its own policies regarding biometric security and self-service account design. However, the ombudsman identified specific service shortfalls: agents should have explained the self-service-only design, the agent should have acted when Miss F mentioned the incomplete closure request, and reassurance about biometric security could have been offered. The ombudsman rejected Miss F's argument that she was forced into biometrics, noting she had alternative options and could have used biometrics temporarily. The ombudsman found Ulster Bank likely did email Miss F about the failed closure request based on internal system evidence.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Westminster Bank Public Limited Company trading as Ulster Bank Limited, all decisions | 1 | 100% |
Source
Read the original decision on the Financial Ombudsman Service website