Our house purchase is at risk from a frozen Revolut account

My wife’s Revolut account was frozen in what it calls a “routine security review” over a week ago. Nothing has been requested from her – no documents, the source of funds, or ID – yet, as a result, our house deposit of £37,000 in a joint savings account is also restricted.

We’re approaching the completion of our property purchase and have given notice on our rental home. Direct debits are bouncing and we’re concerned about our credit records.

At one point Revolut also restricted my personal account, so we effectively had no access to any money. We keep being given deadlines for the restrictions to be lifted which are missed, and call centre staff, when we can get through, have little ability to find out what’s happening, or make anything happen.
XWF, Oxfordshire

Banks have legal powers, under anti-money-laundering regulations, to freeze accounts if a sudden windfall, overseas payment or unusual activity raises concerns. They are not required to warn customers or explain if they suspect foul play, although customers can complain to the Financial Ombudsman Service if they believe a bank acted unfairly.

There’s no suggestion foul play was suspected in your wife’s case and things progressed swiftly after I got involved. Accounts were reinstated, nearly three weeks after being suspended, and your wife was offered £175 as a goodwill gesture. Revolut says regulatory constraints prevented it explaining. “We’re sorry our review process took longer than usual, and our communication didn’t reach its usual standards, particularly given the inconvenience during an important life moment,” it says.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.