Savings accounts - Account not closed as requested

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If you're unhappy with the service you've received, you should contact your bank via Resolver.

They should be able to resolve the matter for you. If they can't, you can consider taking your case through their internal complaint channels. All banks are required to have a complaint-handling department.

If they are unable to help, you may be able to escalate the matter to an external ombudsman. Generally speaking, you should expect a financial institution to take action on any account closure requests either on the day that it is requested or soon after.

Sometimes, problems may occur during the process – if they do, you should expect your bank to keep you fully updated at all times. Always ask for written confirmation of account closure – if you incur charges in the future because your account has not been closed, you will be able to provide evidence that you requested your account be closed.

You should know

Where available we include the Internal Ombudsman of a bank in the escalation process. This is in-line with the FCAC complaints process guidance:

If you already have a final response from your bank that is not to your satifaction, you can choose to escalate for a Third Party Review regardless of whether you have been to the Internal Ombudsman.

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