Shocking Service

I have been a client of the bank for MANY years. This week they froze my account because I haven't completed a self certification. Up until this point, I still have not received ANY communication from the bank to tell me that this is required. They just went ahead and froze the account, which means that my debit orders did not go through - obviously at my cost... Absolutely SHOCKING service from a bank, who is supposed to be customer focused!!!!