StepChange Debt Charity Reviews 2,361

Had a conversation with them on day one was then taken into hospital for two weeks. In that time had numerous whatsapp messages final one being "You seem to be just wasting my time do you want help or not?"
Sorry was in ICT and couldn't get to my phone.

The people at StepChange were professional and understanding. They accomodated my various communication needs, and I never felt judged by any person I talked to.

The whole process was great and the agents were exceptional every time I called they were amazing. My VA competed in incredibly good time I’d recommend StepChange to anyone Five Stars I wish I could have give them ten .

I have been in a debt management plan with StepChange since February last year. My experience honestly has been varied, but I do feel that I have had number of challenges I have had to try and resolve whilst under this plan which have been incredibly frustrating. Such as payment made seemingly going missing and not reaching the creditor.

I have ended up as a go between for StepChange and my creditors when these issues have occurred, when my understanding is that this should be the other way round. When I have tried to address some of these issues I feel like the help and support provided at times has been minimal, as has their attempts to explain things to me in ways I understand. I can’t imagine how difficult this process must be for someone with little financial literacy.

I have had repeated issues contacting them by phone, I imagine this is due to under resourcing. I am regularly met with an automated message that they can’t answer my call today as they are too busy. I get that they are a charity but then when I then email them providing as much detail as I can, I instead get told to call them. They have also given me deadlines by post for me to call them that they are unable to meet because they don’t have the capacity to take my call.

I entered this process thinking it would take some of the load off and reduce some of the stress of managing my debts. I had heard so many positive things about StepChange and thought I would be in good hands. But honestly, at the moment I feel more stressed about money than ever, with the added stress of having little or no autonomy when things do go wrong.

I do very much appreciate this is a charity and they are likely very under resourced and stretched, but still feel it important to share my experience of using their service.

A wonderful supportive system that really saved the day. The people I spoke to gave so much support and encouragement beyond what I had expected.

I had substantial debt from credit card and loan repayments, the interest was swallowing every penny I paid off and I was getting nowhere. I contacted another company who were going to take a percentage of my payments for their fees, then I saw Stepchange mentioned on the Martin Lewis website. They were really easy to contact, super helpful and non- judgemental and set up an affordable plan for me. I had to contact all my creditors to let them know I was going on a DMP, that was also really simple, no arguments or judgement. It's taken a little longer than originally planned to clear my debts, my payments had to reduce for a while when my husband was ill and we were down to one wage, but six years on I'm now debt free. It's a slog but you just have to keep your head down and plough on, the support is there when you need it and clearing your debts is an amazing feeling. If you have money worries of any size, don't hesitate to use Stepchange.

Things were OK until I discovered a problem with my e-mail account, which was blocking random inbound mail, presumably due to AOL's anti-spamming software "improvements" not working properly. I tried to alert Stepchange by mailing to all their e-mail addresses, in the hope of a reply, but no response. Absolutely impossible now to contact anyone at the call-centre. Their complaints e-mail is not working either ! They only seem to want to return my payments ! All very stressful and confusing, all they needed to do was telephone me at a time convenient to themselves and leave a message. Especially since I cannot contact them other than by post.

12 Feb 2026
Having said it was impossible to speak to your call-centre, I have now received a response suggesting "I give you a call". Absolutely priceless ! I am usually at work and cannot spend all day trying to get through to your call-centre, so please let me have a direct line of someone I can actually speak to. Either that or an e-mail address that will produce a reply, please.

At your darkest moment of debt,stepchange will pick you up help,listen and steer you in the right direction.We came out the other side and you will too,it seems like things never going be good again but they can and will.

An absolutely amazing charity, they were easy to contact and very understanding. The debt management plan took into consideration my incomings and outgoings so I only paid what I could afford each month. Before I came across step change I was taking out loans to cover other loans and getting into more debt, but with the help of stepchange I am now debt free.

I have recently completed a considerable repayment policy which has been ongoing for a number of years with Stepchange.I cannot rate their support and guidance highly enough.Always kind,non judgmental and supportive-I have been able to change my life round with them by my side-forever grateful.

I was in significant debt in 2018 which had piled up over a few years. At one point, I was paying £1600 per month in interest only. When the letters started arriving from the creditors, it caused me immense stress, anxiety and worry.

A friend recommended StepChange and it changed my life forever. I got into a DMP with StepChange, agreed a set monthly payment, StepChange contacted all the creditors and I started on my journey to become debt free. Luckily, I had a full time job which helped but there were several things that changed my spending habits. I was not able to use any credit cards since 2018, did not qualify for any loans, learned how to live on my salary only and while it wasn’t easy with the increase in cost of living and high energy bills, I, somehow managed.

Now that I am debt free, I don’t have thoughts of getting a credit card or a loan or a new vehicle. Life is passing with no temptations (so far). It has not sunk in still that I am debt free so I am having to remind myself. For the first time this month in 6 years, there is no direct debit towards my DMP. I have put the amount of DMP into a Savings account just to see if I can remain disciplined.

Amazing organisation. Do not hesitate to contact for help with your debts . Stepchange assisted with a VA and their advice was invaluable, communication was regular and informative. The whole process was easy and gave me peace of mind knowing that I am back in control once again .

The debts were adding up and they weren’t going anywhere until the day that I got in touch with step change they listened to me didn’t judge me just advised me as to what I needed to do, They then arranged everything and set me on the path to clear my debts,
As long as you’re willing to accept the arrangement and do what is necessary they’re there for you.

Really good

Exceptional ,organised and professional company. No judgement. Just rebuilt my self esteem in support and direction….😎

Excellent support and understanding at a time of great stress.
Staff were committed and knowledgeable and really helped guiding me through the difficult situation I found myself in.

They were fantastic and gave me help and reassurance through a very stressful time

Extremely helpful and understanding.

Very helpful from start to finish, I always had someone to speak to when I had questions. It all went very smoothly and I would highly recommend stepchamge.

very helpful all the way through the 5 year procedure