Clarien Bank yesterday apologised to customers after their accounts were frozen.

Clients of the bank who had not updated their personal information were left without access to their cash after the bank blocked customer accounts.

A spokeswoman for the bank said: “We apologise for any inconvenience that Clarien customers may experience as a result of this process and we urge any customers who have had their accounts blocked pending receipt of documents to call 294-2470 or e-mail middleoffice@clarienbank.com immediately and we will be very happy to assist you to make the process as smooth as possible.”

The bank said they had a legal obligation, under Bermuda and international law, to ensure that customer information was accurate and up to date.

The spokeswoman said: “From time to time, we must ask customers for current, documented proof of their identity and residence — even if they have previously provided that information and the details have not changed.

“We realise that this can be a tedious and time-consuming exercise for our customers which is why customers have been notified by mail and/or by secure message through Clarien Bank.”

She added: “This is not only a Bermuda legal requirement but it is an integral part of Clarien’s client service dedicated to keeping our customers’ money safe, protect us both and Bermuda against fraud and financial crime.”

Clarien spoke out after a furious customer found his accounts frozen — and hit with a late payment charge for his mortgage because the money could not be transferred.

The bank said that letters to customers advising them of the need to bring identification into the bank had been sent out at the start of May — but the man, who asked not to be named, said he had never received it.

He added he had visited the bank’s Reid Street branch on Tuesday, which was packed with customers, many of them in the same position as him.

And he pointed out that joint accounts, if one of the holders was overseas, could not be updated until they came back with their passport.

Information about customer information updates, including the required forms, can be found at clarienbank.com under customer protection.