🇬🇧 UK

How should you handle a delayed or rejected ISA transfer?

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UKPublished 6 October 2026 · Written by BuyMeWhiskey Editorial Team · How we check facts

For a UK ISA transfer, use the new provider’s transfer process rather than withdrawing and paying the money in again. GOV.UK says cash ISA transfers should normally be completed within 15 working days and other ISA transfers within 30 calendar days, subject to exceptions.

Next question: How do I withdraw money from a Stocks and Shares ISA? →

Ask the new provider for the transfer status and the reason for any delay or rejection, then use the provider’s formal complaint route if the transfer is outside the expected process.

Read GOV.UK ISA transfer rules

Run your own numbers: Compound interest and savings calculator.

Use the ISA transfer process

An ISA transfer is different from withdrawing money and paying it into another ISA yourself. If you withdraw first, you can lose the tax-wrapper protection and may become subject to the annual subscription rules. The normal process is for the new ISA provider to request the transfer from the existing provider.

GOV.UK says a cash ISA transfer should normally be completed within 15 working days, while transfers involving other ISA types should normally be completed within 30 calendar days. These are process standards rather than a guarantee that every case is simple.

Why can a transfer be rejected?

A transfer request can fail because of mismatched personal details, an account that cannot be transferred in the requested way, an invalid instruction or a provider-specific process problem. Ask the new provider for the rejection reason and the exact correction required.

Do not close the old ISA just because the new provider says the transfer has started. Keep the original account open until the transfer is confirmed complete.

Cash ISA: 15 working days

The cash ISA timetable uses working days, so weekends and bank holidays are not counted in the same way as calendar days. If the transfer runs beyond the expected period, ask the provider where the delay occurred and what action is being taken.

Keep screenshots or written confirmations of the transfer instruction and the date it was accepted. This makes a complaint far easier to document.

Other ISA transfers: 30 calendar days

For transfers of stocks and shares ISAs and other non-cash ISAs, GOV.UK describes a 30-calendar-day expectation in the normal process. Investment transfers can take longer when holdings are being moved as investments rather than converted to cash, so ask whether the provider is transferring holdings in specie or selling and repurchasing.

What if the bank or platform is dragging its feet?

Complain to the firm that you believe is responsible for the delay. State the transfer request date, expected timetable, what the provider has said and what outcome you want. If the firm gives a final response and you are still unhappy, the Financial Ombudsman Service may be able to consider the complaint if the firm and issue are within its jurisdiction.

Can an ISA transfer cost money?

Some providers charge exit or transfer fees, although many modern products do not. Check both old and new provider terms before moving. A higher investment cost over many years can matter more than a one-off transfer fee, so compare the entire account rather than the fee alone.

What if an investment platform closes or forces a move?

First identify whether the firm is transferring your investments, selling them, or asking you to move the account yourself. Keep records of the holdings, dates and statements. If you need to liquidate investments unexpectedly, ask what tax wrapper protection remains and whether the provider is arranging an ISA transfer rather than an ordinary sale.

Do not solve a transfer problem by panic-withdrawing

The tax wrapper is the valuable part of an ISA. If a transfer is delayed, chasing the provider and using the formal complaint route is normally preferable to withdrawing the money because you are frustrated. A rushed withdrawal can create a problem that the original transfer delay would not have caused.

Worked example

Illustrative example: Noor instructs a cash ISA transfer on 1 October. The new provider confirms the request has been accepted. By the time 15 working days have passed, the money is still not showing.

Noor keeps the confirmation showing the transfer request date.
She asks the new provider whether the request is still with the old bank or has been rejected.
If the delay is unexplained, she raises a formal complaint rather than withdrawing the ISA.
If the firm provides a final response and the issue remains unresolved, Noor checks whether the Financial Ombudsman Service can consider it.

The dates and amounts are illustrative. The GOV.UK timetable is a guide to the normal transfer process, not permission to withdraw an ISA when a provider is slow.

How long should a cash ISA transfer take?#

GOV.UK says a cash ISA transfer should normally be completed within 15 working days. If it takes longer, ask the providers where the transfer is stuck and why. Keep the original transfer instruction and the provider’s confirmation in case you need to complain.

How long should a stocks and shares ISA transfer take?#

GOV.UK describes a normal timetable of 30 calendar days for transfers of non-cash ISAs. Investment transfers can involve moving assets rather than cash, so ask whether holdings are being transferred directly or sold. If the process runs late, request an explanation in writing.

Can an ISA transfer be rejected?#

Yes. Providers can identify mismatched details, incompatible transfer instructions or account restrictions. Ask for the rejection reason and the exact correction required. Do not withdraw the ISA simply because a transfer instruction has failed, because doing so can affect the tax wrapper.

Am I being ripped off by ISA transfer fees?#

Some providers can charge fees under their terms, although many accounts are designed to allow transfers without an exit fee. Compare the fee with the long-term cost of staying in a more expensive investment product. A formal complaint is appropriate if a firm charges outside its agreed terms.

Can I complain about a delayed ISA transfer?#

Yes. Start with the financial firm’s formal complaints process and give it the transfer date, evidence and outcome you want. If the firm sends a final response and the dispute falls within the Financial Ombudsman Service’s remit, you can consider an Ombudsman complaint.

What if my investment platform is forcing me to move my ISA?#

Find out whether it is arranging a direct ISA transfer, selling the investments or closing the account. Keep evidence of the holdings and transfer instructions. Ask the provider to preserve the ISA wrapper and explain any cashing-up or tax consequences before you agree to the move.

Can I just withdraw the ISA and open a new one?#

You can withdraw money, but that is not the same as a tax-free ISA transfer. Replacing withdrawn money can be limited by the annual ISA rules and the account’s type. Use the formal transfer route when you want to preserve the existing ISA tax wrapper.

Keep reading

Next question →How do I withdraw money from a Stocks and Shares ISA?

Sources

Figures were checked against these sources before publication. If a rule changes, we update the page and show the new date.

General information, not personal financial advice. Rules depend on your circumstances; check the official source or speak to a regulated adviser before acting.