So that the Specialist Debt Helpline can best help you, we have set out what you can expect from our services and what you need to do to get the best out of the service.
What we will do for you
1. We will provide you with a Money adviser who will work with you to help you decide your best way forward.
2. They will advise you on all the options available to you, explaining what each one means and help you decide which one, if any, you want to pursue.
3. The Money Adviser will negotiate with your creditors on your behalf. They will complete an income and expenditure sheet using the information you provide. Should you decide on a repayment plan, they will submit a request to them for reduced repayments you can afford to keep to. They will also request a stop to further interest and charges being added to the accounts although this is at the creditors’ discretion.
4. The adviser will refer you to another agency where this becomes necessary.
5. S/he will update you with the progress of your case if this is required and/or advice you on next steps. The Money Adviser will make return appointment/s for you if further advice/information/ actions are necessary. Please discuss with the Adviser any problems or concerns which have come up.
6. If your financial circumstances change for better or worse you can contact us again for further advice and a review of your position. You may be referred back to the Money Adviser for in depth advice /assistance if the general adviser recommends it. You will be able to contact us between appointments by calling the helpline or your adviser.
What we need you to do for us
1. We need you to be completely frank about how many debts you have and how much they are. We will not be shocked nor will we ‘judge’ you.
2. The money adviser requires you to provide all the information they request, when they ask for it to enable them to advise on all the options available to you and to enable them to negotiate with creditors. This information will include details of debts, (including the names of creditors and your account numbers), details of your income – wage slips, tax credit award /benefit award letters etc.
3. We need you to keep your appointments, or let us know if you can’t make it. If you miss an appointment without contacting us within 14 days we will assume you no longer require our help and will close your case.
4. If you have any physical or mental health medical conditions which could affect your ability to keep appointments, it would be helpful if you let us know about it and how we can help you.
5. When we contact creditors with repayment offers on your behalf, you must start making the new repayments as soon as agreed with your Adviser. Do not miss repayments or feel pressured to offer the creditors more than is agreed as this can invalidate your repayment plan. It is your responsibility to make the repayments to the creditors, without fail, on or before the correct date each month.
6. If information requested has not been returned within the relevant timeframe, we will assume that you do not currently require further assistance in this matter, and we will close the file accordingly. There is normally a maximum of 28 days allowed for the return of any requested information. You are free to contact us again in future for assistance.
If you are dissatisfied with our service, the bureau has complaint procedures in place. Please ask your adviser for more details.