There can be multiple reasons as to why an account maybe closed and we are very sorry if this has happened to you. We appreciate how distressing it can be when you know you have money in your Shoal account but cannot access it.

Whilst we can't always tell you the specific reason for the closure of your account, we do want to reassure you that we never take those decisions lightly, and we always carry out an in-depth review before making the difficult decision to close any accounts.

Where accounts have been closed, we always aim to return any customer funds as soon as possible. This process can take several weeks, however, we always strive to resolve situations as effectively as possible.

While it isn’t possible to get this right 100% of the time, we will always continue to improve and evolve our ability to support users.
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Please rest assured, we’ll let you know if we have any further questions and you can contact us from the email you used to sign up for your Shoal account by sending us an email to support@shoalapp.co.uk but please avoid sending duplicate messages as this may slow down the review process.