Guides › Banking Scams and Fraud › Bank Account Frozen or Payments Blocked
Bank Account Frozen or Payments Blocked
Banks may freeze an account if they spot unusual activity that could be fraud, or if the terms have been broken. You are usually contacted to approve or decline a payment. If you are unsure a message is real, call 159 to reach most banks. If you are unhappy, complain; the bank has eight weeks, then you can go to the Financial Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Why Accounts Are Frozen
Freezes and Blocks
Your bank might freeze your account if it spots unusual activity that could be fraud, or if terms have been broken, such as not using it for a long time. You will usually be contacted with a way to respond, such as approving or declining a payment. If unsure a message is genuine, you can speak to most banks by dialling 159. Any joint account holder can ask to freeze a joint account; it is unlocked once everyone agrees how to split the money, or a court decides. source
Complaining
Complaining to the Ombudsman
If your bank refuses or you are unhappy with how it handled a scam, you can complain to the bank and then to the Financial Ombudsman Service, which is free. Its compensation limit is 430,000 pounds, and it can look at cases where losses are over 85,000 pounds. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksBank answers your complaintThen the Financial Ombudsman Service
Steps to Take
Step 1 of 5
Contact your bank using the number on your card or by calling 159.
Step 2 of 5
Answer any security checks it asks for.
Step 3 of 5
Ask what it needs to unfreeze the account and when.
Step 4 of 5
If you need money urgently for essentials, say so.
Step 5 of 5
Complain formally if it takes too long, then go to the Financial Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Bank's Complaints Team
Always start here, in writing, once your bank has refused or not replied.
Financial Ombudsman Service
You are unhappy with your bank's final response. It is free, and its limit is 430,000 pounds.
Good to Know
Small things that make your complaint stronger.
Never move money to a "safe account" because someone tells you to: that is a scam.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- moneyhelper.org.uk/en/everyday-money/banking/how-to-sort-a-problem-with-your-bank-account Checked 13 October 2026
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026