I think I have had a call from StepChange. Why did you call me?
It might not have been a call from us. There are some ‘clone firms’ who advertise online using our brand name, and similar terms. And there are companies who call people saying they are StepChange. Find out more about how to make sure it’s us.
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.
This sounds like you have been called by one of the clone firms who pretend to be us.
If you have started a debt advice session, online or over the phone, we will have taken some contact details from you. These are used to manage your online account, and we may email or text you, with reminders.
But we won’t call you at this point.
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.
You told us you were interested in our equity release or mortgage advice
Our StepChange Financial Solutions experts can arrange a call back, at a time that suits you.
You can ask for a call back by completing our contact form, or by using our equity release calculator.