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).
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. Prepare them for the debt advice process
  3. Refer them to us for help

Download our referral guide (PDF) for your organisation.

1. Identify a customer who needs help

Some customers may clearly be struggling right now, while others may need our help to stop their financial situation from deteriorating.

  • They're struggling with the financial effects of coronavirus
  • They're managing right now, but worried about their debts spiralling out of control
  • They've had a sudden change in circumstances such as an illness, pregnancy, relationship breakdown, or bereavement
  • They're being made redundant or their hours have been reduced
  • They’re missing payments, or can’t stick to a payment arrangement
  • They’re using credit for their everyday living expenses
  • They're regularly incurring fees
  • They have priority arrears such as missed mortgage or utility payments
  • Their account is in persistent debt

2. Introduce the charity

StepChange are the UK's largest provider of free, impartial budgeting and debt advice.

  • Every year they help over 635,000 people
  • They have over 27 years' experience
  • They offer a range of services tailored to your needs, including budgeting advice, help with persistent debt, and debt advice.

Ask them to gather details of their finances. Having these details will speed up the process allowing us to find the right support for the customer, create a budget or complete a full debt advice session if they need it:

  • Income - any wages or benefits
  • Outgoings - such as rent, utilities, food, housekeeping and travel costs
  • Debts - credit cards, loans, and arrears on rent or utilities
  • Assets - such as a house or car, and their estimated value

3. Refer them to us

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

  • Use the easy referral form - If they don’t have time right now, or need time to gather their details you can make a referral using our new easy referral form. We can arrange a call-back at a time that suits them or send them an email or SMS so they can engage with us online at their own pace. Find out more and start using the form.
  •  Direct them to online advice - By directing your customer to the website, they can get more information about the charity, and then engage with us when they’re ready. Our online services are available 24/7. Advise them to visit our website at www.stepchange.org
  • Get the conversation started and warm transfer them to us now - if the customer has their financial details to hand and wants to get started straight away, warm transfer the call to us.
  • Alternatively, customers can also call us directly for free on 0800 138 1111, Monday to Friday 8am to 8pm and Saturday 8am to 4pm. Calls are free including all mobile networks.

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