Disappointing
I have trusted StepChange for many years, but sadly my recent experience has been extremely disappointing.
I was given incorrect information and promised callbacks that never happened. When I did manage to speak with someone on the phone, I found the staff abrupt and unhelpful. Updating my income and expenditure online was difficult enough, but the response I received afterwards was even worse – just a cold, pre-written email suggesting I either go bankrupt or sell my house, with no explanation or real guidance.
I raised a complaint which was upheld, but even that was handled poorly. The response I received was unfriendly and cold, with no follow-up support or reassurance offered. It felt like I was being dismissed rather than helped.
To add to the frustration, their website says they are open on Saturdays, but in reality, they are only open Monday to Friday. This caused unnecessary confusion at a time when clarity and support were needed most.
Overall, the service fell far short of what I expected from a charity I had trusted for years. Really disappointing experience!
Reply from StepChange Debt Charity
Hi Antje,
Thank you for taking the time to leave a review. We are sorry your experience has not been as good as we would like.
If you would like us to look into your case further, we will need a few more details from you. Could you get in touch us at customerrelations@stepchange.org with your name, client reference number (if you have one) and as much info about the issue as possible?
We will do our best to answer any questions, clear up any confusion and address any problems you might have had with us.
Best wishes,
Michael from StepChange
