Life happens, we get it. We know there can be challenging times for people that can impact how they handle their Loqbox membership, and its features. And the team at Loqbox are committed to supporting and assisting everyone in a fair and appropriate way when times are tough.

As a financial wellbeing service, our members come to us for  help relating to some of the characteristics that may make us feel vulnerable. These may be a lack of access to the financial system, little knowledge or capability when it comes to knowing how credit works, or  low resilience to withstand financial shocks.

We offer products, features and services to help people gain the knowledge and form the habits they need to enjoy a happier, healthier relationship with money. We give choice and flexibility to people, recognising that different features will be of use to different people at different times in their financial journeys.

But, there are many things that life can throw at us that can make us feel  vulnerable either on a temporary or longer term basis. These can be driven by health, life events and changes in  levels of resilience and capability. For example, losing your job, suffering a family bereavement, becoming ill, experiencing mental health issues or some other change in your circumstances.

Our products are designed to help prevent any harm or hardship — you can cancel a feature without any fee or  penalty, or downgrade your membership to our free Lite version. You can still access our learning and educational materials, and upgrade your membership or restart a feature when you are ready.

We recognise that each member is different, and we aim to take a flexible and sympathetic approach to work with each individual’s needs. We know it can be challenging to talk about things, especially where money is concerned, but if you tell us about your situation, we can help you.

Some actions we take to provide the best outcomes for vulnerable members are:

Tailoring our methods of communicating with a member to better suit their needs Our friendly support team will help you if you are unsure about anything or want to check your understanding of a feature or service Not assuming that a vulnerable member will be ineligible to use Loqbox (we ultimately seek to help and empower members to make the best choice for them)Acting promptly on your instructionsCommitting to finding fair and balanced outcomes if things don’t go to planWe recognise that money can be an emotional and stressful topic. We are always sensitive and understanding in how we talk about with people. If you have any questions about Loqbox, and how it can support you, please contact our support team here.

We recognise that money can be an emotional and stressful topic.  We are always sensitive and understanding in how we talk about with people. If you have any questions about Loqbox, and how it can support you, please contact our support team here.