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It shouldn't be this difficult - should it?

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Back in October (13th) I applied, by post, (no option as couldn't get on-line option to work for some reason) to open an ISA with Bank B to be funded with whole balance of previous years cash ISA funds  held at Bank A.
Bank A closed the account and transferred funds on 16th November.
Funds still haven't appeared in Bank B's ISA account.
Contacted Bank B yesterday to request an update.
They are waiting for a "transfer history form" from Bank A and they advised that "perhaps you would like to contact Bank A and request the form".
Thankfully, they have confirmed that they are in receipt of my money but they cannot fund my new account without this form apparently.
Is it not their job to chase up required documents they need if they accept transfers in?
It shouldn't be this hard should it?
I thought 15 working days was the time scale for this sort of transfer - am I wrong?
Anything else I could do to prompt some action here?
I have spoken to Bank A and requested said form and also sent a letter to them confirming this request.


Comments

  • eskbanker
    eskbanker Posts: 36,943 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    No, it shouldn't be that hard, and no, you're not wrong that cash ISA transfers should be completed within 15 working days.

    Unlikely that there's much you can do other than to complain to bank B (feel free to name them both btw) and to validate that they backdate interest correctly to the date the funds left bank A.
  • xylophone
    xylophone Posts: 45,600 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Is it not their job to chase up required documents they need if they accept transfers in?

    It is certainly not your responsibility to chase it. 


    See https://www.gov.uk/guidance/transfer-an-isa-if-youre-an-isa-manager


    Where the old ISA manager does not send the transfer history form to the new ISA manager when transferring the ISA he should:

    • notify the new ISA manager of the type of ISA (cash, stocks and shares, innovative finance, or Lifetime ISA) and the amount transferred
    • send the transfer history form to the new ISA manager within 30 calendar days of the date of transfer


  • Rusty190
    Rusty190 Posts: 212 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Bank A are probably waiting for the 30 calendar days to be up then @xylophone.
    I shall, in the meantime, practice my yoga chanting!
  • Ocelot
    Ocelot Posts: 625 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    Wow, I have transferred out from Coventry twice recently, and both were completed within 2 days. Depends on the BS.
  • Rusty190
    Rusty190 Posts: 212 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    edited 30 November 2022 at 10:20AM
    To or from @Ocelot?

    Edited: Ignore me Ocelot. You clearly stated transfer out in your post.

  • masonic
    masonic Posts: 27,128 Forumite
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    edited 30 November 2022 at 7:30AM
    The transfer history should be sent at the same time as the funds (either via electronic messaging if an online transfer is used, or in the same envelope as the transfer cheque). If the old ISA manager cannot provide the transfer history within 5 working days of receiving the transfer request, they should notify both the new ISA manager and the customer about the delay. In any case, the new ISA manager should backdate interest to the date the transfer was initiated or the cheque was produced (this being the date interest stops accruing on the old ISA). If the new ISA manager confirms that they intend to backdate interest, then it doesn't really matter how long it takes for the transfer to complete.
    While the above is based on HMRC best practice guidance and is therefore 'should' rather than 'must', it does form the basis for what is fair and reasonable should a complaint need to be made. The customer should not lose out on any interest due to an issue like this.
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