Making the decision to deal with your debt can be stressful enough, so we want to make the process of applying for a debt arrangement as easy as possible.



In this guide we’ll break down the application process step-by-step, letting you know exactly what you need to do at each stage to progress your application and give yourself the best chance of having your case approved.

1. Application submitted

The fact that you’re reading this now means you’ve already done the hard part – taking the decision to deal with your debt and reaching out to us for help. We’ll do our best to make the rest of the process as easy as possible for you.

Now that we have received your details, we’ll create a case for you, get to work on your application, and do our best to keep you informed of what we’re doing throughout the process.

2. Verification call

Soon, we’ll book your verification call. Your verification call is the initial call you have with one of our advisers, which helps us get to know you and your financial situation a bit better.

We’ll do the heavy lifting in terms of arranging the call at a time that suits you, and we’ll be sure to send you an email confirming the date and time. During the call, you may be asked some questions about your personal circumstances, your debt level, and your income and outgoings.

While this might sound a bit intimidating, it’s just part of the process – the more we know about the financial position you’re in, the more we can help you.

3. Welcome call

Once you’ve been through your verification call, your case can progress to the next step in the process: your welcome call with your new Client Liaison Adviser.

The welcome call is exactly what it sounds like – a call to welcome you, let you know how the application process is going to work, and introduce you to your Client Liaison Adviser.

The Client Liaison Adviser is the person who will be responsible for managing your case throughout the course of the application process. They’ll be your first point of contact should you have any issues.

On the welcome call, they will introduce themselves, explain how things work, and walk you through the Individual Voluntary Arrangement (IVA) and other debt solutions we offer. Once again, we’ll arrange the call and let you know the details, so there’s nothing you need to worry about.

4. Confirmation of bank details

After you’ve had your welcome call, the next thing we need to do to progress your application is have you confirm your bank details.

For people who have had debt problems in the past, their bank is often a creditor – someone they owe money to. In cases like this, it’s within the bank’s rights to take money directly from your account in order to put it towards the money you owe, which could put your repayment plan in jeopardy.

That’s why we may ask you to change your bank account. It only takes a few minutes to set up a new account with our preferred bank, Starling, and you can do it directly from the customer app.

It’s important you change your bank account as quickly as possible if it’s decided you need to. We can’t take any case forward where the client’s bank is also a creditor, so you run the risk of your case being put on hold, or eventually cancelled.

We’ll be sure to notify you if you need to change your bank account. If you don’t, we just need you to confirm your bank account and payment details – that way we can be sure you have your method of payment ready to go as soon as your monthly contributions begin.

5. Drafting your proposal

Based on the information we have about your income, outgoings, and debt level from your verification call (step 2) we’ll get to work drafting your proposal.

Your proposal will form the foundation of your eventual repayment plan. The proposal we put together will be based on what we think you can reasonably afford to pay each month. You can read more about how the proposal works here.

As soon as your proposal is ready, we’ll send it to you to read and sign. Your proposal can be viewed and signed in the customer app; you’ll find it in the Documents section. All you have to do is follow the simple steps and add your digital signature.

If you have any questions about the content of your proposal, be sure to get in touch with us. If you’re struggling to view or sign your proposal in the customer app, you can call us on 0141 218 4739 and we’ll walk you through it.

6. Proposal reviewed by creditors (meeting of creditors)

The next step is the creditor review known as the meeting of creditors. For an IVA or another debt solution to be approved, it first has to be reviewed and signed off by a majority of your creditors – the people you’re in debt to. ‘Meeting of creditors’ is the name for this review process.

It’s not actually an in-person meeting. Creditors will review and vote on whether to approve your arrangement, but it doesn’t all happen in one day. It’s usually done virtually, and votes are often submitted in advance of the meeting. All votes need to be submitted by the day your meeting of creditors is scheduled for.

As soon as we’ve shared your proposal with your creditors and given them notice of the deadline for the meeting of creditors, you’ll receive an email from us confirming that your proposal has been shared, and notifying you of the date for your meeting of creditors. You can also find the details in the customer app.

You won’t have to attend the meeting, but you should make sure you’re contactable – we may need to get in touch to update you on any developments from the meeting, and to let you know what the outcome is once every creditor has had a chance to vote on your proposal.

7. Arrangement approved, modified, or rejected

Once your proposal has been shared with your creditors and they have had the chance to review it, the votes will be tallied and we’ll let you know the outcome of the meeting of creditors.

There are three possible outcomes from your meeting of creditors:

1. Your arrangement is approved
2. Your arrangement is approved subject to modifications
3. Your arrangement is rejected

As long as a majority of your creditors (75% in the case of an IVA) agree to the terms, your arrangement will be approved. We’ll send you an email with the good news, and to welcome you as an official client.

Your proposed debt repayment plan will then become legally binding, and you will start making monthly contributions towards your debts. These payments will usually last in the region of five to six years, but the payment term varies depending on your arrangement.

Once your arrangement begins, you may not hear from us much until your annual review. That’s a good thing, it means you’re keeping up with your payments and everything is going well. If you do have any issues in the meantime, however, we’re just a phone call away.