We aim to make our website as accessible as possible. However if you use a screen reader and require debt advice you may find it easier to phone us instead. Our phone number is 0 8 0 0 1 3 8 1 1 1 1. Freephone (including all mobiles).

Our new tool: StepChange Direct

Digital triage, signposting and referrals aligned to your customers’ individual circumstances


In an increasingly digital world, customers expect seamless journeys and channel flexibility in all areas of their lives – and accessing debt help should be no exception.

StepChange Direct is an innovative new digital tool which can be embedded into multiple touchpoints within your collections journey, whether that’s your website, mobile app, email or SMS communications. StepChange Direct provide a warm transfer to our quick money health check which enables your customers to understand their financial situation and begins engaging them in the debt advice process.

After answering a few simple questions, StepChange Direct then directs them to the right support based on their individual circumstances, which could include our award-winning debt advice, budgeting help, our online tools or sending them back to get additional help from you or their other creditors.

Whatever the outcome your customers will have the support they need at their fingertips, and you’ll receive detailed monthly MI to help you understand how your customers are engaging and the support that we’re recommending, enabling you to provide the right support to meet their individual needs. 

StepChange Direct could help your organisation to:

  • Support more customers to engage with and complete their debt advice journey faster and earlier
  • Better understand your customers support needs and provide them with the tailored support they need
  • Provide a smoother customer experience, enabling customers to self-serve through their preferred channel
  • Achieve operational efficiencies, enabling your team to focus on supporting customers with the most complex needs

Improving engagement for NewDay customers

We trialled StepChange Direct with credit card provider NewDay, who subsequently decided to adopt the tool across their entire portfolio of credit cards. Read our case study to find out more about how StepChange Direct helped NewDay.

Find out more

Find out more

To find out how StepChange Direct could help your organisation or to arrange a demo of the tool, get in touch with us using the form below, or contact your Relationship Manager if you already have one.