How do I close my account?
You can close your account by sending us a secure message after you've logged into your online banking. Alternatively you can call us on +44 (0)3457 212 212 - available 8am - 8pm, 7 days a week (Call Charges), where one of our customer service advisers can help you.
From 2 February 2018, as part of the Competition and Markets Authority Retail Order, we are required to provide you with up to five years’ worth of your payment transaction history, following the closure of your account. This information will show all of your payment related transactions that have been made through your account up to a period of five years.
We won’t provide this for any period where there has been no payment related transactions i.e. your account has only attracted charges or if the account was closed due to:
• fraud or other unlawful activity
• the death of the account holder
Before we send this information to you, we firstly need to verify your identity. At the point your account is closed, we will write to you and ask you to complete a form and provide a copy of one proof of identity document.
Once we have received this information and have been able to successfully verify your identity, we will send the payment transaction history to you within 10 working days. This will generally be sent to the address we held on file for you at the point your account was closed, unless requested otherwise by you or we require further information. In the case of a joint account, this will be sent to each account holder if you both reside at a different address.
If you do not require this information you can tick the appropriate box on the form and return this to us.
Please note: Unless we are able to verify your identity by you supplying the required information or any additional documents that we may require, your payment transaction history will not be sent to you.
If you changed your current account product and retained the same account details or if your deposit account converted to a current account within the time period provided, your payment transaction history will cover all transactions made during that period. If your account has been open for less than five years, your transaction history will only cover this period.