Terms and Conditions

If you experience Difficult Financial Circumstances as defined in the glossary, and you request us to freeze your account by contacting us, we will, subject to the terms and conditions set out below, freeze your Account for as long as the difficult financial circumstance continues to apply, up to a maximum period of 12 months per event (or series of connected events).

If we freeze your Account that means that:

• You will not be able to make any further Withdrawals from your Account;
• We will not charge you interest on any Outstanding Balance under your Account;
• You will not be obliged to make any repayments under your Agreement (though, if you wish, you can make voluntary repayments to reduce the Outstanding Balance on your Account);
• We will contact you at least every 6 months to review your individual circumstances while your Account remains frozen.

After the Difficult Financial Circumstance ceases to apply or after 12 months (whichever is sooner), you will be able to use your Account, interest will start accruing again and you will be obliged to continue your repayments under your Agreement.

We will only freeze your Account if you provide us with reasonable evidence to show you first experienced the Difficult Financial Circumstance after you made Withdrawals. You must also continue to supply us, on request by us, with reasonable evidence of the continuation of the Difficult Financial Circumstance at any time while your Account is frozen. If you do not do so, we may terminate the freezing of your Account.