Important information

Freezeline gives general information to help you act fast after a phone theft or fraud. It is written in plain English for a stressful moment. Please read this before you rely on it.

This is not advice about your situation

Freezeline is not legal, financial or debt advice, and it is not a claims-management service. We do not make claims for you, we do not contact your bank, your network or the Financial Ombudsman on your behalf, and we never take a fee or a cut. For advice on your specific case, speak to your bank, the free Financial Ombudsman Service, Citizens Advice, or a qualified adviser.

Check before you call

We check every phone number against each organisation’s own official website and show you the date we last checked it. Numbers and procedures can still change between our checks. Where we couldn’t confirm a number, we flag it. Please confirm a number on the organisation’s own website before you call, especially before sharing any personal or account details. How we verify.

The rights we describe are general summaries

UK rules on refunds, reimbursement and time limits change over time, and your own circumstances may differ — exceptions apply (for example where a bank can show gross negligence). Treat what you read here as a starting point, not a guarantee of any outcome.

We are independent

Freezeline is not affiliated with, endorsed by, or acting for any bank, mobile network, the police or any ombudsman. We name them only to tell you who to contact. Those names are the trade marks of their respective owners.

In an emergency, call 999

If you or someone else is in immediate danger, or a crime is happening now, call 999. Freezeline is not an emergency service.

Our responsibility to you

We take reasonable care to keep this information accurate and up to date, but we provide it free and “as is”, and we can’t promise it is complete, current or suitable for your exact situation. To the extent the law allows, we are not responsible for any loss arising from relying on this general information without checking it independently. Nothing here limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded under UK law.

Contact

Freezeline is an independent service, run under the name Freezeline. If something doesn’t work, is hard to use, or looks out of date, email us at hello@freezeline.co.uk and we’ll fix it.

This page is general information, not legal advice. See also our privacy notice and terms of use.