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 page was last updated on 3 April 2020.

We'll continue to update this page as the situation develops.

Information for StepChange clients

If you’re a client, you may be worried how your debt solution will be impacted by coronavirus.

We’ve put this page together to help to reassure you. It’ll continue to be updated as we find and add more information.

We’re also working closely with creditors to understand how they’ll help our clients during the crisis.


Update 01/04/20: The rent-to-own lender Brighthouse has now gone into administration. If you are a Brighthouse customer, find out what you should do here.

The short-term loans company Uncle Buck Finance has also gone into administration. If you're a customer, find out what you should do here.


Your debt solution

DMP and TPP clients

If you’re on a debt management plan (DMP) or token payment plan (TPP) we recognise that you might struggle to make your payment, and what impact this might have.

If you can afford to continue paying your regular monthly payment then we’d encourage you to do this.

If you’re seriously affected by coronavirus you’re struggling to make your payment or if you’d like to make a reduced payment, please contact us first to let us know. We'll amend your payment to reflect your situation. We'll also talk with you about what you can do until you're in a position to review your budget and make your monthly payment again.

Please also contact us again when you’re ready to resume making payments to your plan. We know this may be a difficult time for you.

Don’t worry if you can’t pay – we won’t be closing any DMPs or TPPs where payments have been reduced or missed for the foreseeable future.

IVA clients

If you’re on an individual voluntary arrangement (IVA) we recognise that many people might struggle to make their payment, and what impact this might have. Our VA team will continue to support you as best they can.

If you can afford to continue paying your regular monthly payment then we’d encourage you to do this. If you don’t think you’ll be able to make your payment, or can only make a reduced payment, please email us to let us know. You'll need to send us evidence including full details of your income and expenditure if your circumstances have changed.

If you’re going to miss a payment, please contact us by email as soon as possible.

To help us manage your IVA, please send your information and questions by email wherever possible, rather than by post or phoning us.

DRO clients

Clients living in England & Wales

Due to coronavirus, the Insolvency Service have provided their bank details so clients can pay the £90 fee via online banking. If you can do this, the details you need to use are:

  • Bank name – RBS
  • Account name – INSS DRO
  • Account number – 10002456
  • Sort code – 60-70-80

You‘ll need to include your full name and your DRO application number (found on the front page of your application). If you don’t include these, the Insolvency Service won’t be able to apply the £90 fee to your application. Once you’ve paid the fee, speak to us. Please wait two working days for this to be processed before calling us to submit your application.

Clients living in Northern Ireland

The Insolvency Service have advised that due to the coronavirus outbreak, they’re currently unable to provide a DRO Service. They’re hoping to resume the service soon.  

DPP clients

If you’re on a debt payment programme (DPP) and are struggling to afford your payment, you can make a reduced payment, or contact us to apply for a crisis payment break. Currently, you can only apply for two crisis payment breaks in any year. However, if you’re expecting difficulties to continue you can apply for a payment holiday for up to six months.

The Scottish Government has announced that if you can't make your DPP payments because of the COVID-19 pandemic, your DPP won't be revoked. Full details can be found here.

Bankruptcy in Scotland

If you've applied for bankruptcy and are struggling to make your assessed Debtor’s Contribution Order (DCO), you can apply to your trustee or the Accountant in Bankruptcy (AiB) for a change to your DCO or a payment holiday for up to six months.

Contact the AiB on 0300 200 2600 or email aib@aib.gov.uk

The Scottish government is also proposing a change to the law that will extend the duration of the moratorium from creditor enforcement action to six months.

Financial Solutions clients

If you’re struggling with mortgage or lifetime mortgage payments because you can't get to work, we suggest that you contact your lender first.

Lenders generally have a number of options that can help anyone experiencing financial difficulties and will work with you to agree a solution.

If you need support from Financial Solutions please email us at equityrelease@stepchange.org

Getting in touch with us

Our phone lines are open, although we recommend you contact us by email in the first instance. If you need to get in touch with us, you can find out how here.

More information

Are you in a cash crisis situation and urgently need money for food or other essentials? Our emergency funding page could help.