Not upheld: account suspension and deactivation following KYC review complaint against Amazon Payments UK Limited (APUK)
Financial Ombudsman decision DRN-6215383 of 2026-05-29T00:00:00+00:00. account suspension and deactivation following KYC review complaint against Amazon Payments UK Limited (APUK). Outcome: Not upheld.
Decision detail
| Reference | DRN-6215383 |
|---|---|
| Decision date | 2026-05-29T00:00:00+00:00 |
| Firm | Amazon Payments UK Limited (APUK) |
| Product | payment processing account |
| Claim type | account suspension and deactivation following KYC review |
| Outcome | Not upheld |
| Remedy | None. The ombudsman does not require APUK to reinstate G's account or take any other action. |
Summary
G complained that APUK unfairly suspended and deactivated its seller account following a KYC review in June 2025. G's director claimed he had provided all requested documents multiple times and that the closure caused him to miss sales over several months. APUK maintained that the documents provided did not meet its KYC criteria and that it was entitled to close the account. The ombudsman found that APUK's KYC criteria were reasonable, that the documents provided did not meet those criteria, and that APUK fairly applied its process. The complaint was not upheld.
The Ombudsman's reasoning
APUK is strictly regulated and must conduct KYC reviews to meet legal and regulatory obligations. The ombudsman reviewed all evidence and concluded that the documents provided by G's director did not meet APUK's reasonable KYC criteria. Therefore, it was reasonable for APUK to suspend and then deactivate the account. The ombudsman was satisfied that APUK treated G fairly throughout the process.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Amazon Payments UK Limited (APUK), all decisions | 4 | 0% |
Source
Read the original decision on the Financial Ombudsman Service website