We set out our findings from follow-up work on payment account access and closures. We also set out our expectations of firms and proposed next steps.
We have also published independent, qualitative research on the experiences some of the most financially excluded consumers face when accessing and using financial products and services.
Read the research report (PDF)
Why we are publishing this report
This report follows on from our 2023 report, UK Payment Accounts: access and closures, which detailed our findings from an initial review of issues relating to payment account access. We published that report amid concerns that account providers might have closed customers’ payment accounts because of their political beliefs or lawfully expressed views.
In the 2023 report, we noted that the information we had received did not suggest that account providers had closed customers’ accounts because of their political beliefs or other lawfully expressed views. But we also said that we intended to do follow-up work.
Who this is for
- firms providing payment accounts
- trade associations representing providers of payment accounts
It may also interest:
- firms who wish to consider good practice for oversight and governance of consumer access in their business
- charities and bodies representing consumer groups impacted by account access difficulties
- consumers who have had a payment account denied, suspended or terminated
Next steps
We expect payment account providers to take note of the detailed findings, expectations of firms, and next steps, as set out in our report.