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).

This solution is available throughout the UK. 

What documents do you need to set up my DMP?

Once a DMP’s been recommended for you, we’ll need several documents in order to activate your plan.

We'll talk through what documents we need from you, why we need them, and how you can send them to us so we can set up your debt management plan.

Need help with a specific problem? Please choose from the list below:

1. What documents do I need to send to you?

Now we've recommended a DMP for you, there are just a few more documents we need to get it activated. Please send the following documents to us as soon as you can: 

a) Your signed DMP agreement 

This document lays out the terms and conditions of your DMP. You can find it in your DMP welcome pack, or you can download a blank DMP agreement template from our website (PDF)

Why we need this document: We can only activate your plan and speak to your creditors on your behalf once you give us your permission in writing.

Read through the DMP agreement carefully. If you're unsure about anything, please email us and we'll talk you through it. 

If you need a reminder of what a DMP entails, please read our DMP clients page.

Once you're happy with the terms of your DMP, please complete the following fields on the form:

  • Your name 
  • Your partner's name (if this is a joint DMP, leave blank if not) 
  • Your StepChange client reference number

Once this is done, you need to sign the agreement and send it back to us as soon as possible.

We can't activate your plan or talk to your creditors until you send us your signed DMP agreement.

b) Your signed Direct Debit agreement

This document is in your DMP welcome pack. You can also download a copy of the Direct Debit form on our website (PDF).

Why we need this document: We can only start paying your creditors once you authorise the Direct Debit for your monthly payment. Once your DMP is set up, we'll confirm how much your monthly payment will be, and when it's due.

Please complete the Direct Debit agreement form with the following details:

  • Your full name 
  • Your address and post code 
  • Your sort code 
  • Your account number 
  • Your bank's address and post code, and 
  • Your StepChange client reference number (it's usually seven digits long and was given to you when you first registered with us). 

You must also tick the box to confirm that you agree to the terms of the Direct Debit guarantee, and then sign and date the form. Also, you must 'wet sign' the form (handwiritten signature, not typed).

c) Proof of income

Why we need this information: by seeing proof of your income, we can be sure that a debt management plan is the right solution for you.

Your proof of income needs to include your full name, and can be one of the following:

  • Your most recent payslip (dated within the last three months) 
  • A recent bank statement that shows income you've received (dated within the last three months). You can also highlight your income figures if you think this would help us identify it quicker 
  • For benefits, please send your most recent award letter. We need to see all pages, and this letter should include the benefits amount that you’re currently receiving

The figure on your proof of income should match the amount you gave us during your debt advice session. If it doesn’t match, make sure you include a note to us that explains why.

d) Account numbers for your debts

Why we need this information: When we start taking your monthly DMP payment, we need the account numbers for each debt. This ensures that your payments are going to the right place.

We need the name and account number for each of your debts. You can usually find this on the paperwork for each debt.

You don't need to scan copies of your statements to us. Simply write a list of each creditor, each debt that you have with them, and the account number for each debt.

If you don't have any of your paperwork to hand, you can get up-to-date information on your debts by checking your credit file. you can do this through one of three credit reference agencies. 


2. How do I send my documents to you?

If possible, please send copies of the documents we need by email. Please put your seven-digit reference number in the email subject line; this makes it easier for our advisors to link your documents to your file. 

You can either: 

  • Scan the documents onto your computer using a flat scanner, or 
  • Take a photograph of each document using your mobile phone 

Before sending your documents to us by email: 

DO:

  • Check that all details on the document are clear enough to read. A simple way to check is to open the document on a PC or laptop screen. If you’ve taken the photograph on your phone, email it to yourself and open the attachment on your PC or laptop 
  • Make sure each scanned document contains all the information we need 
  • Make sure the image file size isn’t too large. If the file size is over one megabyte (1MB), it might not make it into our mailbox. If you’re sending the file from your phone, it will eat up your data allowance if it’s too big. 

DON'T

  • Send too many attachments to us at once 
  • Include any sensitive information that belongs to someone else. For example, if you're sending a screenshot of your joint bank account statement but only your name is on the debt management plan, you must remove the other person's name before sending the document to us 
  • Send us links to websites that require a login to access the documents we need. We’re unable to use your login to see these documents 
  • Send the image as a Google Drive link, as we can’t access these at present 

3. What document file formats do you accept? 

When sending us your documents by email, we can accept the following formats: 

  • jpg 
  • png 
  • doc/.docx 
  • PDF

4. I can’t email my documents to you – what should I do?

If you’re unable to send your documents to us by email, you can post them to: 

Plan Activations, 

StepChange Debt Charity, 

Wade House, 

Merrion Centre, 

Leeds, 

LS2 8NG. 

Please note that it’ll take longer for us to process paper documents than it does emailed documents.

Want to know more about your DMP? 

There are lots of great articles on our website that can help you get the best out of your DMP. They include: