<iframe src="https://www.googletagmanager.com/ns.html?id=GTM-WTMQ4QSL" height="0" width="0" style="display:none;visibility:hidden" title="gtm-frame"></iframe>Blocked or restricted account
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Why your account could be restricted

Zempler Bank will only ever restrict an account to protect our customers, or because of a legal obligation.

As a regulated financial institution, Zempler Bank is rightly required to comply with the UK’s money laundering regulations. This is common industry practice for the prevention of crime and protection of our customers.

To make sure we’re complying with these rules and, most importantly, keeping our customers’ money safe, we have automated systems and teams of experts who monitor accounts for suspicious and unusual activities. When these activities are ‘flagged’, a temporary restriction will be placed on the account in question while it’s checked.

Often, there’s an explanation, so we aim to clear these checks quickly, and the customer will often never notice. Sometimes, we’ll need to carry out further investigation. In these cases, we may need to ask a customer for documents, and sometimes we’ll need to close the account.

We’re also sometimes asked to place restrictions on an account by an outside agency like the National Crime Agency (NCA), which is responsible for investigating fraud and money laundering.

In both scenarios, we’re prevented, by law, from telling the customer in question why we have restricted their account. 

These regulations also prevent us from giving details to any third party that might enquire about account restrictions.


  • Social media can be a useful tool for keeping in touch with our customers, but it can also be a platform for people to apply pressure to companies, especially banks and financial institutions.

    Unfortunately, it’s also popular with financial criminals, who will sometimes try to whip up negative sentiment, or the perception of it, in the hope that the bank in question will, under pressure, release held funds.

    This can be frustrating, because the more time we spend dealing with this small minority, the less useful social media becomes as a way for us to update and interact with genuine customers with legitimate questions.

    These fraudsters can be very convincing, often picking up on and exaggerating legitimate customer issues and using highly emotional stories about urgently needing money for family reasons or to pay employees in an attempt  to force rushed decisions.

    We, of course, take claims like these very seriously, and take care to recognise when genuine customers need our help but, for obvious security reasons, we can’t service accounts through social media and a large majority of our customers use our customer service lines for advice or to tell us about a problem.

© 2024 Zempler Bank

Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK. 

For full website terms including information on Zempler Bank, Mastercard and use of trademarks, please see our full legal disclosures at https://www.zemplerbank.com/legal/. Zempler Bank Limited (“Zempler Bank”) is registered in England and Wales at Cottons Centre, Cottons Lane, London SE1 2QG (No.04947027). Zempler Bank is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Firm Reference Number 671140. 

Zempler Bank provides credit facilities subject to approval and affordability, and where accounts continue to meet Zempler Bank credit criteria.