Got questions? We've got answers. See our FAQs below.

Frequently Asked Questions

Contact Us

Thanks for submitting!

Still have a question?

Get in touch using the contact form or to speak to one of our expert advisors immediately, use the live chat button.

Can Freeze write off my debt?


Certain debt solutions such as IVAs might write off a proportion of your debt, whereas other solutions such as bankruptcy and DROs will write off all of your debt. To find out which debt solutions you’re eligible for, you can download our app. Please note that eligibility is dependent on individual circumstances, and all have their own pros and cons.




How do I know which debt solution is right for me?


The debt solutions that are available to you will depend on your personal financial circumstances. These factors include: the amount of debt you owe, your disposable income and what assets you own. Other contributing factors such as dependents and partners can also come into play. To find out which debt solutions you’re eligible for, you can download our app.




Will my credit rating be affected if I take out a debt solution?


Yes. All formal and legally binding debt solutions will be recorded on your credit file, meaning that you may find it more difficult to obtain credit in the future. The length of time that your credit score will be affected depends on the sort of solution you decide to take out and your financial behaviours going forward.




Does it matter what type of debt I have?


The majority of debts can be covered by a debt solution, however this excludes mortgages, any secured loans on property, car finance and student loan debt.




If I take out a debt solution, will I lose assets like cars and property?


If you’ve taken out a DMP, DRO or an IVA, your solution won’t affect your car or property. However, if you choose to go bankrupt you will lose control of your assets including your car and property.




If I take out a debt solution, will I be asked to re-mortgage my home?


If you take out an IVA you will be asked in month 54 of your solution to look at re-mortgaging your property to see if you could release any potential equity to settle your debts. However, as your credit rating will be affected due to taking out a solution in the first place, it’s very unlikely that your request to re-mortgage would be approved.




If I've already taken out a debt solution can I take out another?


If you’ve taken out a DMP, as it’s not legally binding, you can look at other debt solutions such as an IVA, DRO or bankruptcy. If you have taken out a legally binding solution you will need to discharge yourself from the solution before being able to take out a different one. You will need to contact your solution provider to arrange this.




Can I take out a debt solution without my partner's knowledge?


If your debts are entirely in your name, you can take out a sole solution without your partner being involved. If your debts are in both your and your partner’s name and you choose to take out a sole solution, then we can only protect you from creditors and your partner will still be liable for the debts.




Will my partner be affected if I take out a debt solution?


If you choose to take out a sole solution, your partner’s credit score and assets will not be affected. If your debts are in both your names and you take out a joint solution, both you and your partner’s credit score and assets will be affected (dependant on which solution you take out).




If I've taken out a solution through Freeze but I'm struggling to make my monthly payments what can I do?


If you’re struggling to make your monthly payments you will need to get in touch with the insolvency practitioner or debt management company that you took out your solution with. Depending on your situation and your solution, you may be able to get help such as payment breaks or a reduction in your monthly payment.




Is the app free?


Yes. The Freeze Debt app and service always has been and always will be free to download and use. The download of and use of the app and our advice is free to you. However, depending upon the debt solution you enter into we may recieve a fee for the preparatory work that we do.




Do I need to be a UK resident to use Freeze?


Yes. At the minute, our app is only for use by UK residents. This is because each country has different rules and laws surrounding debt and debt solutions. We’re hoping to expand internationally in the future.




How do I complain?


We try our best to provide our users with the best service possible and our expert advisors are always available to help via in-app messaging. However, if you’re unhappy with our service, you can email us at complaints@freezedebt.co.uk. Our team will aim to get back to you within 24 working hours.

If I am not happy about your handling of my complaint, what can I do?

Although our aim is to always try and work with you to resolve any complaint, if you are unhappy with how we have handled your complaint or the outcome the you can contact our Principal (BlackBerry Finance Solution Limited) or the Financial Ombudsman Service (FOS). You should contact the FOS within six months of receiving a final response to your complaint. The contact details are as follows:

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange

London

E14 9SR

Web: www.financial-ombudsman.org.uk

Telephone: 0300 123 9123 or 0800 023 4567

Fax: 020 7964 1001

Email: ​ complaint.info@financial-ombudsman.org.uk




How does Freeze make money?


We make money from third-party providers who pay a referral fee for every user we refer to them. However, our app is completely free to download and our service is free to use, so access to debt advice and support has always been, and will always be, free.




Is the Freeze Debt service legitimate?


Yes, all Freeze Debt services are legitimate. The company is an Appointed Representative (AR) of FCA-regulated firm, Blackberry Finance Solutions Limited, and therefore, we adhere to FCA rules around debt advice.