Not upheld: Account closure without notice complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr A complained that HSBC unfairly closed his current account without providing effective notice, leaving him unable to arrange alternative banking before his salary payments ceased. HSBC had sent a digital closure notice in November 2025 providing two months' notice, which Mr A claims he did not receive. The ombudsman found that HSBC was entitled to close the account as part of its commercial discretion, the digital notice met regulatory requirements and account terms, and HSBC had no obligation to use multiple notification channels. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that HSBC is entitled to close accounts as part of its commercial discretion and risk management. The closure notice was sent digitally in a durable medium, which met regulatory requirements. HSBC was not obligated to send notice through multiple channels. The ombudsman saw no evidence that HSBC's decision to close was unfair, and found HSBC had a legitimate basis for closure in line with its regulatory responsibilities and account terms.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website