What to do if your UK bank account is frozen

Katerina Galkina · EN · 07/10/2026

Establish what has been restricted

A declined card, login error, paused transfer and restriction on the entire account need different responses. Check the bank’s official messages and contact it through its app, the number on your card or a website you opened independently. Do not use a number supplied in a suspicious message.

Record when the problem began, which transactions are affected and the case reference. Ask whether incoming payments and Direct Debits still work, which documents are required and when you should expect the next update. The bank may be unable to disclose every reason for a review. Demanding an immediate explanation does not itself guarantee release of the funds.

Prepare a clear account of the money

If the bank requests evidence, submit it only through a verified channel. Useful preparation can include identification, current address evidence, statements and documents explaining a particular payment: a payslip, sale agreement, client invoice or evidence of a gift. This is a preparation checklist, rather than a mandatory document list for every bank.

Match dates, amounts and names across the documents. Add a brief factual explanation and keep upload confirmations. If a document is unavailable, ask which alternative is acceptable. Do not split transfers or use other people’s accounts to bypass the review.

Explain urgent living expenses

List rent, food, medication and imminent essential payments separately. Ask whether assistance with necessary expenses or another way to access money is available in your circumstances. Retain evidence of charges and missed payments.

If the bank says it will close the account, request the notice, arrangements for returning the balance and a list of unfinished transactions. The Financial Ombudsman considers ↗ issues including fairness of closure and resulting financial harm. Being able to complain does not mean the account will automatically be reopened.

Make a formal complaint

Send the bank a formal complaint containing a timeline, case references, evidence, losses and the specific outcome you seek. Separate demonstrated losses from estimates. Complaining directly to the bank is free.

Under the FCA’s complaint guidance ↗, the general response period is eight weeks. Certain payment complaints normally require a response within 15 business days, with a final response within 35 business days in exceptional circumstances. If you disagree with the response, or the relevant period expires, check whether the free Financial Ombudsman Service can consider the case. You normally need to refer it within six months of the bank’s final response. Keep the letter explaining your referral deadline.