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Review of the Pockit, Account:

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STOLE OVER £6000

Customer: 561880473 FORMAL COMPLAINT – FINAL NOTICE BEFORE REGULATORY ESCALATION Subject: Final Formal Complaint – Unlawful Account Restriction, Withholding of Funds & Failure to Communicate Dear Pockit Complaints Team, This correspondence constitutes a formal complaint and final notice regarding the suspension of my Pockit account and your ongoing failure to provide any explanation, timeframe, or meaningful response. I have been a Pockit customer for nearly three years and have used this account consistently for legitimate personal banking, including receiving income, DWP government benefit payments, routine purchases, lottery transactions, and transfers. All activity conducted through this account is lawful and fully compliant with your terms and conditions. You have placed my account “under review” without justification and are currently withholding over £6,000 of my personal funds, causing significant financial hardship. ⸻ Your Failures • Suspension of my account without providing any reason • Complete lack of communication despite repeated attempts to contact you • No review timeframe or status updates provided • Continued restriction of funds despite full compliance and verification ⸻ Verification Fully Completed • I have uploaded full documentation covering all funds in and out of the account for the last 30 days • In February 2025, I completed enhanced verification to update my phone number, including submission of my driving licence and a live selfie, which was approved and verified by your team • There are no outstanding requests for information or documentation from me ⸻ Regulatory and Legal Position While I acknowledge your obligations under anti-money-laundering and fraud-prevention regulations, these obligations do not permit indefinite restriction of customer funds, nor do they allow a regulated financial institution to ignore a customer or refuse to provide basic information regarding account access. Your continued failure to communicate or resolve this matter may constitute a breach of FCA Principles for Businesses, including: • Principle 6 – Treating Customers Fairly • Principle 7 – Clear, fair and not misleading communications ⸻ Formal Demand I now formally demand that within 14 days of receipt of this complaint you: 1. Provide a written explanation for the account suspension 2. Confirm the status and expected completion date of your review 3. Restore full access to my account or release my funds in full ⸻ Notice of Escalation If this matter is not resolved within the above timeframe, I will immediately escalate this complaint without further notice to: • The Financial Ombudsman Service • The Financial Conduct Authority • Any other relevant regulatory or consumer-protection bodies I will also seek compensation for financial loss, distress, and inconvenience, and I am prepared to pursue further action to ensure this conduct is formally investigated and does not affect other customers. Reviewed on: 23rd December 2025

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