A couple’s house purchase in Oxfordshire has been jeopardized after one partner’s Revolut account was frozen amid what the company described as a “routine security review.” The account suspension, which began more than a week ago, has indirectly restricted access to their joint savings deposit of £37,000, putting the completion of their property transaction at risk.

The account holder’s wife has not been asked to provide identification, documentation, or information about the source of funds, yet the restrictions remain in place. The couple has already given notice on their rental home, and with direct debits failing due to the locked accounts, they have expressed concerns about potential impacts on their credit records. At one stage, the man’s personal Revolut account was also restricted, leaving the family without access to any funds.

Efforts to resolve the issue have been complicated by missed deadlines set by Revolut for lifting the restrictions. When contact was made with the company’s call center, frontline staff reportedly had limited ability to provide updates or effect changes to the account status.

Under anti-money laundering (AML) regulations, financial institutions have the authority to freeze accounts if transactions raise suspicion, such as sudden large deposits, overseas payments, or unusual activity. These measures are designed to prevent illicit financial flows but do not require banks to alert customers in advance or detail the reasons for the freeze. Customers who believe their account has been unfairly restricted may seek recourse through the Financial Ombudsman Service.

In this case, Revolut indicated that regulatory requirements limited the information it could share during the ongoing security review. The company acknowledged that the process took longer than usual and apologized for communication shortcomings, particularly given the timing coinciding with a significant life event for the customer.

After intervention by a third party more than two weeks after the initial suspension, the accounts were reinstated. Revolut offered the affected customer a goodwill payment of £175 as compensation for the inconvenience caused. There has been no indication that any wrongdoing was suspected in the account holder’s circumstances.