If your bank switch bonus has not been paid, the most likely reason is that the bank's payment window hasn't closed yet, and the next most likely is that one condition was missed by a small margin. Both are easy to check in ten minutes. This guide shows you what to look at, what to say to the bank, and how to escalate if it still refuses.
Foundations
Bank Switch Bonus Not Paid? What to Do
Bank switch bonus not paid? Check the payment window, Direct Debits, pay-in and eligibility rules, then complain the right way to get your money.
In this article
- 01Key takeaways
- 02Why hasn't my bank switch bonus been paid?
- 03How long does a switching bonus take to arrive?
- 04Did you do a full switch or a partial switch?
- 05Did your Direct Debits count?
- 06Did your pay-in and other conditions count?
- 07Were you eligible in the first place?
- 08How do I complain if the bank won't pay?
- 09Is there a bonus that doesn't need a switch?
- 10FAQ
- 11The bottom line
Key takeaways
- Check the payment window before chasing. HSBC allows up to 60 days after you meet every condition to pay its £220, so a missing bonus after a month may simply not be due yet (HSBC).
- A partial switch never counts. Every current offer needs a full switch through the Current Account Switch Service (CASS), which closes your old account. Nationwide's terms say a manual or partial switch "won't count for this offer" (Nationwide).
- Direct Debits must be active and moved by the switch. Lloyds needs at least 3 Direct Debits that have been paid in the last 13 months, and ones set up after the switch starts don't count (Lloyds).
- Previous bonuses rule people out. Lloyds excludes anyone who has had a Lloyds, Halifax or Bank of Scotland switching offer since 1 January 2023.
- You can escalate. Unpaid switching incentives are a named complaint type at the Financial Ombudsman Service, and it can tell a bank to pay a bonus you were entitled to.
Why hasn't my bank switch bonus been paid?
Most unpaid switching bonuses come down to one of six causes. Work through them in this order, because the first two are the most common and the quickest to rule out.
| Likely cause | How to check | What you can do |
|---|---|---|
| The payment window hasn't closed | Note the date you met the last condition, then add the bank's window | Wait until the window has passed before chasing |
| It was a partial switch, not a full CASS switch | Is your old account closed? Did you get a CASS switch date? | Usually not fixable for this offer |
| Too few active Direct Debits moved | Count the Direct Debits that moved across with the switch | Ask the bank to confirm what it counted |
| Pay-in missed or too low | Add up qualifying credits inside the time limit | Check whether transfers from your own accounts were excluded |
| You'd had a bonus from that bank group before | Check old statements for a switching credit | Usually not fixable |
| A step was missed (app login, card payment, app-only opening) | Re-read the offer conditions | Ask whether the bank will make an exception |
Take Action: Before you contact the bank, write down your account opening date, the switch date, the date of each pay-in and the Direct Debits that moved. It turns a long call into a short one.
How long does a switching bonus take to arrive?
It depends on the bank, and the clock usually starts when you've met the last condition, not when you opened the account. These are the payment windows on each bank's own offer page today.
| Bank and bonus | What you must do | When it's paid |
|---|---|---|
| Nationwide £175 | Full switch completed within 28 days, 2+ Direct Debits, pay in £1,000 and make one debit card payment within 31 days | Within 10 days of meeting all the requirements |
| Lloyds £200 | Full switch to Club Lloyds, Silver, Platinum or Premier with 3+ active Direct Debits, started by 9 December 2026 | Within 14 working days of the switch starting |
| NatWest £200 | Full switch to Select or Reward, pay in £1,250 and log in to the app within 60 days | Within 30 days of meeting the conditions |
| HSBC £220 | Open in the app, full switch with 2 Direct Debits, pay in £2,000 and spend £500 on the card within 60 days | Within 60 days once all criteria are met |
Sources: Nationwide, Lloyds, NatWest, HSBC, all checked 12 November 2026. Every bank says its offer can be changed or withdrawn at any time, so what counts is the version you applied under. For every live deal, see our bank switching offers page.
So if you switched to HSBC, hit the £2,000 pay-in and £500 card spend on day 20, the bank can pay as late as day 80 and still be within its terms. With NatWest the worst case is 60 days to qualify plus 30 days to pay.
Take Action: Put a reminder in your calendar for the day after the payment window ends. Chasing before then usually gets a "please wait" reply.
Did you do a full switch or a partial switch?
A full switch uses the Current Account Switch Service to move everything and close your old account. A partial switch, or just opening a new account and moving money yourself, doesn't qualify for any of the current bonuses.
CASS moves your balance, Direct Debits, standing orders and incoming payments in 7 working days, and the new bank takes responsibility for the switch. The Financial Ombudsman Service says the new bank is "responsible for fulfilling the conditions of the switch guarantee within seven working days".
Signs it wasn't a full switch:
- Your old account is still open.
- You never chose a switch date or got a switch confirmation.
- You moved your salary and bills by hand.
If you're unsure, ask the new bank: "Was my account opened with a full switch through the Current Account Switch Service, and on what date did it complete?" Our guide to switching bank accounts walks through the process step by step.
Did your Direct Debits count?
Only active Direct Debits moved by the switch count, and this is where many bonuses fail by one payment. Standing orders and recurring card payments don't count for Lloyds or Nationwide.
Lloyds defines an active Direct Debit as one paid to the company in the last 13 months, and says a Direct Debit whose first payment hasn't been taken yet doesn't count. Direct Debits "set up after your switch has been started" don't count either (Lloyds). So moving your mobile phone, council tax and energy bill works; a new gym membership set up the week after doesn't.
The Financial Ombudsman's own example is a customer who missed a £250 cash bonus because her bank said a Direct Debit wasn't paid in time. Timing matters as much as the number.
Take Action: Look at the Direct Debits list in your new bank's app. If one you expected is missing, ask the bank whether it arrived through the switch.
Did your pay-in and other conditions count?
Pay-in rules are stricter than they look. Nationwide counts money transferred by the switch but not money from your other Nationwide accounts, and needs at least one debit card payment, excluding gambling, cash withdrawals and money transfers. NatWest says the £1,250 can be several payments but must stay in the account for 24 hours.
Other easy misses:
- App-only offers. HSBC excludes Bank Account applications made online, in branch or by phone. The account has to be opened in the HSBC UK app.
- App login. NatWest needs you to log in to its mobile app within the 60 days.
- Wrong account. Lloyds pays on Club Lloyds, Silver, Platinum and Premier, not Classic. NatWest pays on Select and Reward.
- Closed too soon. Nationwide's terms say the account must be open when the bonus is paid.
Were you eligible in the first place?
If you've had a bonus from the same banking group before, you usually won't get another one, and that can't be fixed with a complaint. The rules on each bank's page today:
- Lloyds: no Lloyds, Halifax or Bank of Scotland switching offer since 1 January 2023, and you can't switch from Halifax or Bank of Scotland.
- NatWest: no NatWest current account on 6 May 2026, no previous NatWest Group cash switching incentive, and no switching from Royal Bank of Scotland or Ulster Bank.
- Nationwide: your first eligible sole switch offer since 2021 (and first joint one), and not switching from Nationwide or Virgin Money.
- HSBC: you mustn't have held an HSBC UK or first direct current account since 1 January 2023.
Joint accounts get one payment, not two.
How do I complain if the bank won't pay?
Complain to the bank first, in writing, and ask for a final response. For most complaints a bank has 8 weeks to respond, and complaints about payment services such as Direct Debits have a shorter 15-day limit, according to the Financial Ombudsman Service.
- Use the bank's chat or complaints form. Give your opening date, switch date and the condition you met on each date.
- Quote the offer terms. Screenshot the offer page if it's still live. The ombudsman says it may ask for screenshots of an online application.
- Ask for a final response. If the bank says no, or doesn't reply in time, you can take it further.
- Go to the Financial Ombudsman Service. You have 6 months from the date of the bank's final response.
If the ombudsman upholds your complaint, it can tell the bank to pay "an incentive or bonus that the customer may be entitled to", refund charges and interest, and sometimes pay compensation for distress or inconvenience.
Take Action: Keep everything in writing. A chat transcript or email is much stronger evidence than a phone call.
Is there a bonus that doesn't need a switch?
Yes. If a switch bonus went wrong, or you'd rather keep your main account, a referral bonus has fewer moving parts.
New to Lloyds? You can get £30 when you open a Lloyds current account through our referral link, with no switch, pay-in or card spend needed. You need to have no Lloyds current account, savings, credit card, loan or mortgage, and it's paid within 35 days of opening (Lloyds). Lloyds says it's separate from the switching offer, so if you qualify for both you can get both. It has to be a new account in your sole name, and Student, Under 19s, Smart Start, Money Smart and Expresscash accounts are excluded.
Monzo gives £10 and a free month of Monzo Extra if you're 18 or over, have never had a Monzo account and open one through a referral link, add money and make a card payment within 30 days. Monzo Extra is a paid plan after the free month, so cancel if you don't want it. Our Monzo referral guide covers the details.
The downside: these are much smaller than a £175 to £220 switch bonus. If you still want the bigger money, compare the best bank switching offers and pick one whose conditions you can easily meet.
FAQ
How long does it take to get a bank switching bonus?
It ranges from about 10 days to 2 months after you qualify. Nationwide pays within 10 days of you meeting every condition, Lloyds within 14 working days of the switch starting, NatWest within 30 days and HSBC within 60 days. Check the terms you applied under, because the window usually starts on the date you met the last condition.
Why didn't I get my switching bonus?
The most common reasons are a partial switch instead of a full Current Account Switch Service switch, too few active Direct Debits moved, a pay-in that was too low or excluded, or a bonus from the same banking group in the past. Missing an app login or opening the account through the wrong channel can also stop payment.
Do standing orders count as Direct Debits for a switch bonus?
Usually not. Lloyds and Nationwide both say standing orders and recurring card payments don't count towards their switching offers. Only active Direct Debits moved by the switch count, and Lloyds also excludes Direct Debits set up after the switch started. Check your new bank's app to see which Direct Debits actually arrived.
Can I complain to the Financial Ombudsman about a switching bonus?
Yes. Unpaid switching incentives are one of the complaint types the Financial Ombudsman Service handles. Complain to the bank first and wait for its final response, normally up to 8 weeks. You then have 6 months to refer it. If upheld, the ombudsman can tell the bank to pay the bonus you were entitled to.
Can I get a switching bonus twice from the same bank?
Usually not. Lloyds excludes anyone who has had a Lloyds, Halifax or Bank of Scotland switching offer since 1 January 2023, NatWest excludes anyone who has had a NatWest Group cash switching incentive, and Nationwide pays one sole and one joint switch offer per person since 2021. Read the exclusions before switching again.
The bottom line
If your bank switch bonus hasn't been paid, wait until the bank's payment window has closed, then check the switch type, Direct Debits, pay-in and eligibility against the terms you applied under. If you met every condition, complain in writing and use the Financial Ombudsman Service if the bank won't pay. For a simpler win, a referral bonus such as the £30 Lloyds current account offer needs no switch at all. To keep track of a new bonus once it lands, the UK Budget Planner helps you give it a job.
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