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Referring your customers for us

Referring your customers to us

Even when they’re really struggling, many people wait more than a year to get help with their debts. We estimate that a person’s debt can increase by an average of £2,300 in just six months if charges and interest continue to be added.

The three step referral process

We recommend three steps to our partners when they're dealing with a customer that they think may need debt advice:

  1. Identify a customer who needs help
  2. Explain the debt advice process
  3. Refer them to us for help

Download our three step referral guide (PDF) for your organisation.

1. Identify a customer who needs help

Our research suggest that there are some common signs that a person might need debt advice, look out for them:

  • They’ve had a sudden change in circumstances
  • They mention that they’re struggling with more than one debt
  • They might be regularly incurring fees
  • They’re missing payments, or can’t stick to a payment arrangement
  • They’re using credit for their everyday living expenses
  • They have priority arrears such as missed mortgage payments or utility payments
  • They’ve recently been declined credit
  • They’re using loans to pay off other debts or trying to consolidate their debts

2. Explain the debt advice process

Explain to the customer that we can work them to complete an income and expenditure statement, which will help us look at their situation. Using this information we’ll then recommend the most appropriate debt solution for them and give them a personalised action plan to address their debt problem.

If we’re unable to offer them a debt solution we will continue to advise them until their situation improves.

3. Refer them to us

There are three ways you can then refer a customer to us:

  • If they need to prepare first, or would rather use an anonymous online service then tell them to use the online debt advice tool
  • If they would prefer to speak to one of our advisors, or need extra support tell them to call us
  • If you become a partner we may also be able to help you set up a direct call transfer to us if the customer is ready for debt advice, contact the partnerships team for more details

We’re here to help

Find out more about referring to us, and how we can support you and your customers in our partner resources area.

Email our partnerships team

If you'd like to partner with us, we'd love to hear from you. Contact us for more information.

Email us

Helping you become debt free...

“I wish to thank your staff for all the great help they gave me when I was in so much debt.
They were a pillar of support to me.” (Leslie, Essex)

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.

We link to external websites where they contain relevant information for our visitors. We're not responsible for the content of these websites, or any infringement on your data rights under data protection regulations by any external website provider.

*This is the average rating of our service based on the StepChange reviews on Feefo by DMP and DRO clients three months into their solution.

© StepChange Debt Charity 2018