Free UK Debt Advice
If you have received a debt collection letter or are struggling with debt, free, regulated advice is available from UK charities and statutory bodies. This page explains who they are, what they do, and which one is right for your situation.
When to seek free debt advice
Receiving a letter from a debt collection agency is often the moment people realise they need help beyond simply responding to correspondence. If you are missing payments, receiving multiple letters from different creditors, or feeling anxious about your finances, that is a clear signal that speaking to a free debt adviser is the right next step.
The organisations listed on this page are not commercial businesses. They are registered charities or statutory bodies, regulated by the Financial Conduct Authority (FCA) or established by Act of Parliament. Their advice is free, confidential, and independent — they have no financial incentive to steer you towards any particular solution.
This matters because the debt advice market also contains commercial firms — debt management companies, IVA providers, and claims management companies — that charge fees or take a percentage of your payments. In the vast majority of cases, the free charitable sector can provide exactly the same solutions without any cost to you. Always start with a free service.
The difference between debt advice charities and commercial firms
Debt advice charities such as StepChange and National Debtline are funded by voluntary contributions from creditors and grants. They provide regulated debt advice and can set up Debt Management Plans (DMPs) at no charge. Commercial debt management companies offer the same DMPs but typically charge a monthly fee of 15–17% of your payment, meaning a significant portion of your money goes to the firm rather than your creditors.
IVA (Individual Voluntary Arrangement) companies are a separate category. An IVA is a formal insolvency solution that can be appropriate in some circumstances, but it has serious long-term consequences for your credit file and should only be entered into after taking independent advice. Free charities can refer you to an IVA if it is genuinely the right option — you do not need to go directly to a commercial IVA provider.
What to have ready before you call
Before contacting any of these organisations, it helps to have a clear picture of your financial situation. Gather the following if you can:
- A list of all your debts, including who you owe, how much, and whether payments are up to date
- Your monthly income (wages, benefits, pension, or any other source)
- Your monthly essential outgoings (rent or mortgage, council tax, utilities, food)
- Any letters or notices you have received from creditors or debt collectors
- Your National Insurance number (useful for identity verification)
You do not need to have everything perfectly organised before you call — advisers are trained to help you work through your situation. But having this information to hand will make the conversation more productive and allow the adviser to give you more specific guidance.
Comparison overview
A quick reference guide to the four main free debt advice organisations in the UK.
| Organisation | Specialises in | Channels | Typical wait | Best for |
|---|---|---|---|---|
| StepChange | Debt management plans, IVAs, Breathing Space | Phone, online 24/7 | Instant online; same-day phone | Multiple unaffordable debts |
| Citizens Advice | Holistic advice: debt, benefits, housing, employment | Phone, in-person, online | 1–2 weeks for in-person | Complex situations with multiple problems |
| National Debtline | Phone & webchat debt advice, self-help tools | Phone, webchat, online | Same-day phone; near-instant webchat | Quick phone advice without an appointment |
| Financial Ombudsman | Complaints about FCA-regulated firms | Phone, online, post | Weeks to months for full decision | Unfair treatment by a lender or collector |
Detailed organisation guides
Everything you need to know about each organisation before you make contact.
StepChange Debt Charity
Registered charity no. 1016630
StepChange is the largest debt charity in the United Kingdom, helping hundreds of thousands of people each year. As a registered charity (no. 1016630), every penny of their service is free — they are funded by creditor contributions, not by charging clients.
Their core offering is the Debt Management Plan (DMP), which consolidates multiple debts into a single affordable monthly payment negotiated with your creditors. They also refer clients to Individual Voluntary Arrangements (IVAs) where appropriate, and can apply for Breathing Space — a legal protection that pauses most debt enforcement for 60 days while you get advice.
The online debt advice tool is available 24 hours a day, seven days a week, and produces a personalised action plan within minutes. For more complex situations, their telephone advisers provide detailed, regulated advice.
Citizens Advice
Network of independent registered charities
Citizens Advice is a network of over 300 independent charities operating across England and Wales, providing free, impartial advice on a wide range of issues. Unlike specialist debt charities, Citizens Advice can help when your debt problem is tangled up with other issues — for example, if you are also facing benefit problems, a housing dispute, or an employment matter.
Local Citizens Advice offices offer face-to-face appointments, which can be particularly valuable if you find it difficult to explain your situation over the phone or online. Many offices also offer drop-in sessions.
Their advisers are trained to look at your whole situation rather than just the debt in isolation, which means they can often identify entitlements or solutions that a debt-only service might miss.
National Debtline
Operated by Money Advice Trust, registered charity no. 1099506
National Debtline is run by the Money Advice Trust (registered charity no. 1099506) and provides free, independent debt advice to people across England, Wales and Scotland. Their advisers are trained to the same standard as other regulated debt advice services.
One of National Debtline's strengths is accessibility — you do not need to book an appointment in advance to speak to an adviser, and their webchat service is available during opening hours for those who prefer not to call. They also offer a self-help digital tool called My Money Steps, which guides you through your options at your own pace.
National Debtline is particularly well suited to people who want to understand their options quickly, without committing to a formal debt management plan straight away.
Financial Ombudsman Service
Statutory dispute resolution body (not a charity)
The Financial Ombudsman Service (FOS) is a statutory body established by Parliament to resolve disputes between consumers and FCA-regulated financial firms. It is not a debt charity and does not provide debt management advice — its role is to investigate complaints about how a firm has behaved.
If a debt collector has harassed you, a lender has applied charges unfairly, or a bank has failed to treat you appropriately, the FOS can investigate and make a binding decision. Firms are legally required to comply with FOS rulings. The service is completely free to consumers.
Before contacting the FOS, you must first raise a formal complaint with the firm itself and allow them eight weeks to respond (or receive a final response letter). Only after that process can the FOS investigate.
Where to start
Not sure which organisation to contact? Use this quick guide based on your situation.
“I have multiple debts I cannot afford to repay”
→ StepChange or National Debtline
“A debt collector is harassing or threatening me”
→ Financial Ombudsman Service (after raising a formal complaint with the firm first)
“I am not sure what my rights are”
→ Citizens Advice — they cover debt alongside benefits, housing and employment
“I want to deal with one specific debt letter”
→ Use a PostRight letter alongside seeking advice
Using PostRight alongside debt advice
Sending a formal written response to a debt collector is a separate step from seeking debt advice — and the two work well together. A PostRight letter creates a paper trail, asserts your legal rights, and can pause collection activity while you arrange advice. You can use our letters at any stage of the process.