We will try to let you know the outcome of your application as soon as we are able, but no later than 20 working days after we receive a valid Financial Hardship application from you, provided we do not need any further information from you.

Sometimes, we may require further information from you to assist us to consider your application. If we do, we will request this further information within 10 working days from the date we received your application. In this case, we will try to let you know the outcome of your application as soon as we are able, but no later than:

  • 10 working days after receiving the additional information requested, or...
  • 20 working days after making the request for further information,

Whichever is the later.