Issues ›
Funds blocked or frozen
Account or funds restricted while the firm carried out checks.
6,397banking decisions on this issue
29.8%upheld where an outcome is recorded
36firms with 20+ decisions here
Rules the ombudsman applied
Derived from the rules actually cited in these decisions, ranked by how often they appear — not from an editorial view of which rules matter.
FCA DISP (Dispute Resolution) · cited in 253
How firms must handle complaints and how the Ombudsman decides them.
Equality Act 2010 · cited in 145
Duties toward customers with protected characteristics, including reasonable adjustments.
Money Laundering Regulations 2017 · cited in 50
Anti-money-laundering duties that drive account checks, freezes and closures.
FCA Consumer Duty (PRIN 2A) · cited in 40
Requires firms to deliver good outcomes for retail customers.
Payment Services Regulations 2017 · cited in 37
Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions.
Consumer Credit Act 1974 · cited in 26
Consumer credit rights, including Section 75 joint liability for card purchases.
Which firms lose on this
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
the account was blocked while the bank asked Mr V to provide documentation that proved Mr V was entitled to the benefit of both of the payments.
Mr D complains that PayPal Sarl & Cie, SCA froze his account
passed her accounts to its recoveries department
Mr N complains Vanquis Bank Limited restricted the use of his credit card after her tried to make a payment in May 2018.
Quotes are shown only where the exact wording was verified against the decision text.