Guide · United Kingdom · checked 24 Oct 2026
The ombudsman reads ledgers too.
A UK business whose payouts are frozen can take its complaint to the Financial Ombudsman Service (FOS), free, if it is small enough. Two published decisions show how it has treated Stripe holds.
Who can complain
- Micro-enterprises: fewer than 10 employees and annual turnover or balance sheet of no more than €2 million.
- Small businesses: annual turnover under £6.5 million and either a balance sheet under £5 million or fewer than 50 employees, for things that happened on or after 1 April 2019.
Source: FOS: can we help?
The time limits
- Step 1
Complain to the processor first
In writing, using the word “complaint”. The UK letter does this.
- Up to 8 weeks
Wait for the final response
The business has up to 8 weeks to send its final response.
- Within 6 months
Refer it to the ombudsman
After a final response you disagree with, or after 8 weeks with none, and within 6 months of the final response.
Source: FOS: how to complain.
Two Stripe decisions
DRN-6072193 (Stripe Payments UK Ltd)
The ombudsman treated holding funds for 120 days from closure as reasonably standard, but found Stripe had not justified holding them beyond 19 June 2025. It directed 8% simple interest a year from 19 June 2025 to 1 December 2025, and £250 compensation. Read the decision (PDF).
DRN-5641123 (a sole trader)
The ombudsman directed 8% simple interest for the period funds were held beyond 120 days, and £100 compensation. Read the decision (PDF).
Each decision turns on its own facts. They show the questions the ombudsman asks, not a guaranteed result.
What to put in the complaint
- The date of the first hold notice and the amount held.
- Your refund and dispute rates, from the evidence pack.
- What you want: release of the balance less chargebacks received, 8% simple interest beyond a reasonable hold, and an explanation of anything kept.