My bank blocked my account and will not say why — who do I contact?
Banks may freeze an account for anti-money-laundering checks and often are not allowed to tell you the reason. What they must do is answer a written complaint within the legal deadline and give you access to enough money to live on. Write to Your bank — card and payment line's complaints department first; if there is no answer in the deadline or the block drags on for weeks, Banco de España — Departamento de Conducta de Entidades (reclamaciones) (900 545 454) — the financial ombudsman for Spain — takes the case for free. CNMV / Banco de España — advertencias (900 535 015) supervises the bank and takes complaints about the practice, not about your single case.
🗣️ What to say
"My account [number] has been blocked since [date]. I have not been told why or for how long. I ask you to lift the block or, if you cannot, to tell me in writing which documents you need and to release funds for rent and food in the meantime. Please treat this as a formal complaint."
🪜 Step by step
- Ask what they needMost blocks end when you deliver the documents they are waiting for: proof of address, source of funds, an explanation of a large incoming payment. Send them the same day.
- Complain in writingEmail or letter with the word "complaint", the account number and the date of the block. That starts the clock — banks must answer within a fixed period (usually 15 working days for payment issues).
- Ask for a living allowanceEven a frozen account should release money for essentials; ask explicitly.
- Escalate to Banco de España — Departamento de Conducta de Entidades (reclamaciones)When the deadline has passed or the answer is a refusal. Free, in writing, and banks follow the outcome.
- Open a basic account elsewhereEvery EU resident has the right to a basic payment account at another bank. Do not wait for the block to end to get your salary somewhere.
📇 All contacts
❓ Frequently asked
Can they close my account without a reason?
With notice, usually two months, yes — but not without paying out your balance. Refusing to pay out the balance is what the ombudsman is for.
They say it is "the law" and cannot say more
Under anti-money-laundering rules they cannot tip you off about a suspicious-activity report. They still have to answer your complaint and cannot keep your money indefinitely.
Can I get compensation for the delay?
If the block was unjustified or lasted far longer than the check needed, the ombudsman can award compensation for costs and inconvenience. Keep receipts of late fees and missed payments.
📎 Sources
- Banco de España — Departamento de Conducta de Entidades (reclamaciones) →
- CNMV / Banco de España — advertencias →
- Colegio de Abogados — turno de oficio / justicia gratuita →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “bank blocked my account no reason Spain”
- “financial ombudsman Spain complaint bank”
- “account frozen how long can bank”
- “bank will not release my money”
- “basic payment account right”
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