Client Charter

Our Client Charter lets you know about the service you can expect from Debt Free Advice and what we need from you in return. This charter outlines our commitment to providing you with free, confidential debt advice and the standards you can expect from our service.

When you work with Debt Free Advice, you can expect:

• Our service is always free of charge, funded by the Money and Pensions Service
• Help exploring your debt problems and understanding your options
• Assistance completing an income and expenditure form
• Strategies to help increase your income and reduce your expenses
• Clear explanation of debt options and how they may affect you
• Regular updates on the progress of your case

We are committed to treating you with respect and providing impartial advice tailored to your circumstances.

To help us help you effectively, we ask that you:

• Attend all scheduled appointments
• Notify us of any changes in your circumstances that may affect your case
• Provide requested financial evidence and documentation promptly
• Consult with your advisor before negotiating directly with creditors
• Avoid taking on new credit agreements while we are helping you
• Communicate clearly if you no longer need our assistance

Working together ensures we can provide you with the best possible support.

Your privacy is important to us:

• Your records are used only by Debt Free Advice
• We will not share your information with third parties without your permission
• Our funders may assess the quality of our work through file reviews
• You can opt out of funder file reviews if you prefer

All information you provide is treated confidentially and stored securely in accordance with data protection regulations.

Your case may be closed when:

• Debt strategies are successfully running and no further support is needed
• You disengage from the service or cannot be contacted
• You decline the assistance offered
• We have provided resources and information for you to proceed independently
• We refer you to another organisation better suited to help
• We are unable to provide the service you require

We will always try to contact you before closing your case and explain next steps.

If we cannot help you directly, we will refer or signpost you to other quality service providers who can assist with your needs. We maintain relationships with trusted partner organisations to ensure you receive appropriate support, even if it falls outside our area of expertise.

We want our service to be accessible to everyone.

If you have any additional needs or require accommodations - such as large print documents, sign language interpretation, or extra time for appointments - please let us know and we will do our best to help.

Please be aware of the following:

• Credit ratings may be affected by payment arrangements made with creditors
• Ongoing support is available for complex situations requiring extended assistance
• Creditors may continue adding interest and charges during the period we are supporting you
• You are responsible for completing any actions agreed with your advisor

Your advisor will explain how any proposed solutions may affect your credit rating and financial situation.

Debt Free Advice is authorised and regulated by the Financial Conduct Authority (FCA).

If you are unhappy with our service, please visit our complaints page at www.debtfreeadvice.com/complaints to learn about our complaints procedure.

If you remain dissatisfied after we have responded to your complaint, you may be able to refer your case to the Financial Ombudsman Service.

We take all complaints seriously and use feedback to improve our service.