Existing clients

The help we provide doesn't end once you've chosen a debt solution. This section is your starting point for ongoing support, advice and information as you deal with your debt.

The answers to many of the questions you'll have during your time with us can be found here. Dealing with debt can be confusing, and that's why you'll find a wealth of information and resources in this section to keep you on track until your debt solution ends, and beyond.

  • This section is packed with the answers to the questions our clients ask us most often. Select your debt solution from the list below to start.
  • We're only ever a phone call away. Get in touch with us if you can't find the information you need here.
  • We've got 100s of money-saving and budget-boosting articles on our MoneyAware blog, to help keep your finances on track while you're aiming to become debt free.

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Five questions we're asked everyday

All of our clients are individuals, all with their own concerns and questions. However there are five questions we get asked more than any others...

You told me to open a 'basic' bank account. How do I do this?

Keep your money safe - open a new basic bank account.

You told me to make reduced payments. What happens now?

You need to use your budget and list of creditors (pages 4 and 5 of your personal action plan) and the example letter (in the resources section of your personal action plan) to offer reduced payments to your creditors.

Your creditors will contact you when you're make reduced payments to them. It doesn't matter whether you're making payments yourself or you've got a plan with us.

I've got a default notice. What do I need to do?

You'll get one of these from each of your creditors at some point. Find out what you need to do with your default notices.

I've got a letter from a collection agency. What does this mean?

If you’ve received a letter from a company you’ve not previously been in touch with it can be worrying. Find out what to do if you get a letter from a debt collection agency.

A lot of people get mixed up between a debt collector and a bailiff. Put your mind at rest with the differences between a debt collector and a bailiff.

How do I stop a payday loan company taking money from my bank account?

Stop a payday loan company taking money from your account by cancelling your continuous payment authority (CPA).

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© StepChange Debt Charity 2017

Foundation for Credit Counselling Wade House, Merrion Centre, Leeds, LS2 8NG trading as StepChange Debt Charity and StepChange Debt Charity Scotland. A registered charity no.1016630 and SC046263. It is a limited company registered in England and Wales (company no:2757055). Authorised and regulated by the Financial Conduct Authority.