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Frozen accounts and blocked payments
For businesses / Complaints we deal with / Banking and payments
Are you dealing with complaints from customers whose current accounts have been frozen, or whose payments were blocked?
Published 10/12/2025 Last updated 10/12/2025
Melanie’s current account switch didn't go as smoothly as she expected
Decisions and case studies / Case studies
Melanie moved her bank account after seeing a current account switch offer with an attractive financial reward – and a set of conditions.
Published 10/12/2025 Last updated 10/12/2025
Keith complains after e-money business reverses ticket payment
Decisions and case studies / Case studies
Keith needed help after an e-money business reversed a payment related to a concert ticket sale, leaving him out of pocket.
Published 31/05/2019 Last updated 10/12/2025
Banking and payments
For businesses / Complaints we deal with
Do you deal with customer complaints about bank account closures? Read about the complaints we see and how we approach them.
Published 11/02/2019 Last updated 10/12/2025
Josh’s complaint about a bank error and a wrongly bounced cheque
Decisions and case studies / Case studies
Josh, the owner of an industrial unit, asked us to review his case after a banking error disrupted his business operations and cash flow.
Published 21/06/2019 Last updated 10/12/2025
Bank sold Mamie a packaged bank account with benefits she couldn’t use
Decisions and case studies / Case studies
Mamie brought her case to us because she felt the packaged bank account that her bank had persuaded her to open, didn’t meet her needs.
Published 27/04/2021 Last updated 10/12/2025
Board meeting minutes
Who we are / Governance and funding
Download minutes from our board meetings.
Published 04/03/2019 Last updated 10/12/2025
Sending money abroad
For consumers / Complaints we can help with / Banking and payments
Do you have a complaint about what happened when you sent money abroad using an international money transfer?
Published 10/12/2025 Last updated 10/12/2025
Regular payments
For consumers / Complaints we can help with / Banking and payments
Are you unhappy about a regular payment, standing order or direct debit?
Published 10/12/2025 Last updated 10/12/2025
Joint statement by the FCA and Financial Ombudsman on targeted support
News
Today we have published our joint statement with the Financial Conduct Authority (FCA) following their new guidance on targeted support.
Published 11/12/2025 Last updated 11/12/2025
