Support and Contact Centre

We will only call you if at least one of these apply:

• You agreed with one of your creditors (say, a bank or energy company) that we could call you to discuss debt advice
• You are in the process of setting up your debt solution, or you are on your solution already
• You have asked us to call you

There are different ways you can ask us to call you:

• By sending us an email
• By providing details for a call back to discuss equity release and mortgage advice
• During a chat within our online advice service
• In a direct message on social media

We will not call you to:

Introduce our services to you for the first time

We would only do this if one of the companies we work with has spoken to you first, and you have agreed to a call from us.

Encourage you to start or complete a debt advice session

If you start debt advice and leave it for a while, we may send you an email or text to remind you. But only if you have said that is okay for us to do.

We will always give you time and space to complete your advice at your own pace.

Tell you about specific debt solutions

After a debt advice session, we will send you a ‘personal action plan’, based on what you have told us. This may recommend solutions that are available to you.

We may follow up with a reminder email or letter.

But we will not call you to ask you what solution you want to go ahead with.

When we call you:

• Our number may come up as unknown or ‘No Caller ID’ on your phone. This is so no-one else who accesses your phone will know we are in touch with you
• You can ask the advisor what number you could call us back on. It will be one of the numbers on this page
• You do not have to continue with the call if you do not want to. Hang up and call one of the numbers on this page, or on any emails or letters we have sent you
• We will ask you to confirm some personal details. This is for data protection purposes. To check we are speaking to the right person
• We will tell you how you can visit our website to raise a complaint and find out more about how we use your data
• We may send you an email, letter or SMS after, with follow up information

We are helping you set up your debt solution

At this point you would have already:

• Registered with us and been given a client reference number
• Completed your debt advice session
• Selected your solution and have been sent your ‘personal action plan’ with details about what to do next

We may call to ask for more information, to set up your plan or to complete your application. Such as:

• Bank account numbers
• Details about who you owe
• To set up a Direct Debit
• To check the source of funds

You are on a debt solution with us

This could be a debt management plan (DMP), an individual voluntary arrangement (IVA), a trust deed or Debt Payment Programme through DAS.

At this point you would have already:

• Completed the set-up process for your chosen solution
• Started making payments

We may need to call you to keep your solution on track and check information with you. Such as:

• To talk about an issue with your plan
• To deal with problems with payments
• To update bank details
• To issue a refund
• To arrange a review
• To follow up on a review
• To deal with a resolve a complaint or query about our service

We were asked by one of your creditors to call you

We work closely with companies, such as banks, to help their customers with their debt problems.

If you have been speaking to a creditor, they may have offered to pass on your details to us. This is so we can call you back, if you agree to this.