Not upheld: account closure complaint against National Westminster Bank Public Limited Company
Financial Ombudsman decision DRN-6367248 of 2026-06-04T00:00:00+00:00. account closure complaint against National Westminster Bank Public Limited Company. Outcome: Not upheld.
Decision detail
| Reference | DRN-6367248 |
|---|---|
| Decision date | 2026-06-04T00:00:00+00:00 |
| Firm | National Westminster Bank Public Limited Company |
| Product | Current account |
| Claim type | account closure |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. |
Summary
Mr A complained that NatWest unfairly closed his account with immediate effect in mid-March 2025. NatWest returned his funds without undue delay. Mr A claimed he raised a complaint immediately after closure but received no response, though NatWest has no record of such a complaint. The ombudsman found that NatWest's decision to close the account was fair and reasonable, complying with account terms and regulatory obligations. After reviewing NatWest's confidential reasons for closure, the ombudsman determined no further action or compensation was warranted.
The Ombudsman's reasoning
The ombudsman determined that NatWest is entitled to close accounts as long as it does so fairly, without unlawful discrimination or unfair bias, and in keeping with account terms and conditions. The account terms permit immediate closure in certain circumstances. NatWest provided reasons for the closure which, after confidential review, the ombudsman found to be fair and reasonable. The ombudsman noted it is not within the FOS remit to dictate NatWest's policies or risk appetite, only to determine whether customers were treated fairly.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Westminster Bank Public Limited Company, all decisions | 1,179 | 14% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website