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money, you can ask us for all available relevant information so you can file a legal
claim for repayment. We will provide this information to you (except where it
would be unlawful for us to do so).

If we don’t make money available in the times we have agreed
If you pay money into an NS&I account but we don’t make it available when
agreed, we will back-date the credit to your account so that it is as if you received
the money when you should have done.
If you receive money by mistake
If money gets paid into your account by mistake, you must tell us. We can take
it back and return it to the payer. If we are unable to get the money back from
you, we may have to give the payer relevant information to help them get the
money back from you. This includes giving them your personal information.

Carrying out your instructions
We’ll do our best to carry out your instructions without delay. There may be
some situations, however, when we can’t do this.

Stopping, suspending or restricting online and phone payments
If we identify a risk to the security of your account, we may stop, suspend or
restrict your ability to make payments out of your account online or by phone.
An example of a security risk could be if we suspect that someone else is
attempting to access your account without your permission.
We will try to let you know before we stop, suspend or restrict your ability to
make withdrawals online or by phone, and we’ll give you our reasons for doing
this. We will use the contact details we have for you.
We will not tell you if there are legal reasons that prevent us, or if telling you
would compromise security.
We will let you make withdrawals online or by phone normally again as soon as
we believe that there is no longer a risk to the security of your account.
When we can refuse instructions
We may refuse to carry out your instructions (including an instruction to make
a payment) if:
• we suspect fraud
• we believe the person giving the instructions is not entitled to give them
• the instructions are unclear, incomplete, or if you do not give them in the
way we ask you to
• carrying out the instructions would place us in breach of law, regulation,
or code of practice.
We’ll always try to tell you if this happens, and why – unless we’re legally
prevented from telling you.

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