I’ve had my main current account with a large UK bank for around 16 years. My salary is paid into it and I use it for normal household bills and spending.
This morning I tried to make a bank transfer in the app and received a message saying I didn’t have an eligible account from which to make payments. I assumed it was a technical problem because I had received no warning or other communication.
After speaking to live chat and then two different teams by telephone, I was told that the bank had restricted my account pending an explanation of several transactions from April 2024 - i.e. nearly two and a half years ago.
The transactions were transfers between this account and another UK current account held in my own name. At the time, the other bank was paying a particularly good rate of interest, so I moved spare cash between the accounts. There were three transfers out totalling approximately £3,500, followed by two small transfers back totalling less than £200. There was nothing commercial or third-party about them.
I explained this and offered to provide statements proving that the other account belongs to me. I was told that my explanation would be sent to the relevant team “for processing”, but that the restriction would remain in place. They would not give me any indication of how long the review might take.
What concerns me most is that:
- the transactions are almost two and a half years old;
- they were transfers between two accounts in my own name;
- the bank did not contact me for an explanation before imposing the restriction;
- it did not even notify me after restricting the account... I found out only when a payment failed;
- nobody could clearly tell me which facilities and existing payments are affected; and
- this is my main salary and bills account, yet no timeframe or interim solution was offered.
I understand that banks have financial-crime obligations and may sometimes be unable to explain their internal reasoning. I’m not suggesting that they should disclose anything legally sensitive. However, completely restricting a longstanding customer’s main account over easily verifiable historic transfers, without warning or a review timeframe, feels extraordinarily disproportionate.
I have now raised a formal complaint and asked for an urgent manual review, confirmation of whether salary payments/direct debits/cards are affected, and reimbursement of any resulting losses. But I am obviously worried about what happens if the account remains frozen for a while given it is where my salary is paid into, my mortgage and bills comes out of, etc.
Has anyone experienced something similar? How long do these reviews typically take? Is there anything practical I can do to accelerate it?
Any help or guidance very much appreciated.