Not upheld: security block application / account restrictions complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Mr H complained that Tesco Bank incorrectly applied a security block to his credit card following a genuine £100 purchase on 5 October 2025. The payment triggered an automated fraud alert. Tesco Bank attempted to verify the payment on 8 October 2025 but the call was inconclusive, and sent a letter asking Mr H to call back. On 9 October 2025, Mr H's payment was declined while shopping. The block was removed on 13 October 2025 after Mr H confirmed the payment was genuine. Mr H argued the block was a mistake and caused particular inconvenience due to his health vulnerability. The ombudsman found the security block was reasonably applied in accordance with the credit card terms and conditions to protect against fraud, and that Tesco Bank's process was appropriate.

The Ombudsman's reasoning

The ombudsman found that whilst the £100 payment was genuine, Tesco Bank's fraud prevention systems legitimately flagged it as a suspected fraud. The terms and conditions permit Tesco Bank to apply security blocks to protect accounts from fraud. The bank's approach of attempting to verify the payment on 8 October 2025 and sending a letter was reasonable. Although Mr H experienced inconvenience due to his vulnerability, this must be balanced against Tesco Bank's obligation to protect his account from fraud. The security block was removed once the payment was verified on 13 October 2025.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website