It shouldn't be this difficult - should it? 29 November 2022 at 5:10PM in ISAs & tax-free savings 6 replies 326 views

Rusty190

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.

eskbanker

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

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

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

Wow, I have transferred out from Coventry twice recently, and both were completed within 2 days. Depends on the BS.

Rusty190

To or from @Ocelot?

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

masonic

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.