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).
StepChange colleague

Support and contact centre

How to get in touch with us.

We are sorry if you are unable to verify your email address or change your password at the moment. We are working hard with our email provider to fix an issue that is stopping some emails getting through to you. Please bear with us, we hope this will be fixed very soon.

If you are waiting for your Personal Action Plan, you can view and download it through your online account. Thank you for your patience.

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Need help with debt?

Got money worries and not sure where to start? The easiest way to get started is online. It's free and available 24 hours a day, 7 days a week. Debt happens, let's deal with it together.

Need help setting up your plan?

We are here to support you from start to finish. If you gave us your information recently, it may take a few weeks to check everything and set up your plan.

While you are waiting for us to get back to you, read more about your DMP.

Prefer to speak to someone?

Contact us on 0800 138 1111. Monday to Friday 8am to 8pm and Saturday 9am to 2pm

Due to high demand, our phone lines may have longer waiting times. Where possible, we recommend starting online for quicker support.

MoneyHelper logo

We are proud that our free and impartial debt advice service is accredited by MoneyHelper. If we are unable to help you, please use their debt advice locator to find out more about free sources of advice.

We only use WhatsApp to contact you if:

  • We are helping you set up a solution, and you have said you are happy for us to do so.
  • You are already on a solution, and you have asked to start a conversation with us on WhatsApp

You cannot use WhatsApp to get in touch with us for the first time for debt advice. The easiest way to get started is to create an account online. You can start, pause and start again at any time.

We will never contact people if they have:

  • Had no contact with us before
  • Not already told us they are happy to be contacted this way

If you have told us we can contact you through WhatsApp, we will send you a message that will:

  1. Thank you for the information you have already shared
  2. Explain how we use your personal data
  3. Ask you to confirm some details

Our WhatsApp profile has a welcome from us and a link to our website.

If you are not sure if a message is from us, you can contact us to check, by using any of the numbers on this page, or through our Virtual Assistant.

Need someone to speak to us on your behalf?

We will usually need you to sign a 'letter of authority' which shows you have allowed us to do this. There may be times when we do not need you to do this. We will explain how it works when you speak to us.

You can email a completed digital copy (scan or photo) to client.service@stepchange.org

Or, you can send a copy by post to:

StepChange (Client Team)
123 Albion Street
Leeds
LS2 8ER

Download a letter of authority

Already a client?

Find the right team for help with your debt solution:

I need to update and review my DMP or TPP

Log in to OnlineDMP to:

  • Update your debt details
  • Find out what you have paid so far
  • Review your budget
  • Update how much you pay each month
  • Change your debt balances
  • Let us know if a debt has been sold on

Call or email us to:

  • Reduce how much you pay for a while
  • Use a lump sum of money to pay off your debts
  • Discuss options if your DMP is not working for you

The cost of calling this number from a mobile will vary based on your tariff. However, if you have a call package or inclusive minutes it is usually free. Calling from a landline will cost no more than calling other landline numbers.

I need help setting up my DMP or TPP

If you gave us your information recently, it may take a few weeks to check everything and set up your DMP.

We will check that we have everything we need. If we have questions about any of the information you have given, we will email you.

If you still need to contact us about setting up your plan, you can:

The cost of calling this number from a mobile will vary based on your tariff. However, if you have a call package or inclusive minutes it is usually free. Calling from a landline will cost no more than calling other landline numbers.

We can help you manage your IVA

Get help setting up and managing your DPP

Things like:

  • Changes in your income
  • Dealing with the people you owe
  • Your annual review

Please send all information and questions by email:

Get help with your application:

  • How to get supporting information
  • What to do if your circumstances change
  •  Speak to our Scotland advice team on 0800 652 7491
    We are open Monday to Friday 8am to 6pm

Get in touch with us through a British Sign Language interpreter

We are delighted that British Sign Language (BSL) users can get in touch with us using a BSL video interpreter. This is a service provided for us by SignSolutions, using InterpretersLive.

BSL interpreters are available during our normal opening hours. Check the times for the team you need to get in touch with above.

Connect with a BSL interpreter now     

 Need further support? Find out more about how we can adjust our service for you.

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 only call you if at least one of these apply:

  • You agreed with one of your creditors (say, a bank or energy company) that we could call you to discuss debt advice
  • You are in the process of setting up your debt solution, or you are on your solution already
  • You have asked us to call you

There are different ways you can ask us to call you:

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.

When we call you:

  • Our number may come up as unknown or ‘No Caller ID’ on your phone. This is so no-one else who accesses your phone will know we are in touch with you
  • You can ask the advisor what number you could call us back on. It will be one of the numbers on this page
  • You do not have to continue with the call if you do not want to. Hang up and call one of the numbers on this page, or on any emails or letters we have sent you
  • We will ask you to confirm some personal details. This is for data protection purposes. To check we are speaking to the right person
  • We will tell you how you can visit our website to raise a complaint and find out more about how we use your data
  • We may send you an email, letter or SMS after, with follow up information

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.

Looking for free posters and leaflets for your organisation?

We can help your customers find our free debt advice and support services whenever they them. Order now

Common queries

If you are:

  • Up-to-date with payments towards your debts and household bills, and
  • Have received a persistent debt letter from your creditor

We can help you.

Find out more about how we can help with persistent debt.

We ask how you want us to contact you when you first reach out to us.

This can be by phone or email.

Contact us if you get any messages that concern you.

Read how to stay safe online while we help you.

Calls to 0800 and 0808 numbers

  • Free from all landlines and mobiles

Calls to 0300 numbers

The cost of calling this number from a mobile will vary based on your tariff. However, if you have a call package or inclusive minutes it is usually free. Calling from a landline will cost no more than calling other landline numbers.

Check with your phone provider if you need to know more about this.

Calls from outside the UK

  • The cost of calling the UK from overseas can be high
  • Check with your phone provider

We want to provide the best possible service and need to know if we missed the mark.

Visit our complaints page if you are not happy. We will try to put things right.

We can only help people:

  • Living in the UK
  • From the UK living abroad for a short time

We can only help you while living abroad if:

  • You lived in the UK in the last 3 years
  • Your debts are in the UK
  • You use a UK bank account
  • You are coming back to the UK in the next year

Call 0044 113 831 2427 if these apply to you.

Yes.

Contact us using Relay UK.

This lets you communicate with us through:

  • Your computer
  • A mobile app
  • A telephone relay assistant

To find out more please visit the Relay UK website.

Write to us

StepChange Debt Charity
123 Albion Street
Leeds
LS2 8ER

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