Existing customers

Call Customer Support

You can call us on 0344 826 0625

Our lines are open Monday to Friday 8am-6pm


Email Us

Our Customer Support team are currently experiencing high call volumes, if your query isn’t urgent you can email us on the address below and we will get back to you within 5 working days.

MAS logo

Free debt counselling, debt adjusting and providing of credit information services is available to customers and you can find out more by contacting the Money Advice Service

Online payments

You can pay your IVA online. Visit our online payment page here to make a payment - you'll need your IVA reference number.

Once you proceed with an IVA then you become a customer of Debt Free Direct Limited, a company within Fairpoint Group Plc.


Debt Free Direct Ltd. is registered in England, company registration number 4160038. The registered office is Eversheds House, 70 Great Bridgewater Street, Manchester M1 5ES.

Useful resources

Letter Templates

Living with parents declaration 
Use this template when you need to send us confirmation of the living arrangements with your parents.

Lodgings declaration 
Use this template when you need to send us confirmation of your lodging agreement.

Letter to creditors for account details
Send this letter you aren’t able to make an offer immediately but have instructed a 3rd party.

Letter to creditors to stop contact 
Send this letter you aren’t able to make an offer immediately but have instructed a 3rd party.

Useful contacts

Telephone Preference Service

The Telephone Preference Service (TPS) is a free service. It is the official central opt out register on which you can record your preference not to receive unsolicited sales or marketing calls.

Insolvency Register

Creditors can quickly and easily see that you have an IVA by visiting the Insolvency Service at: 

Trading Standards Institute

The Trading Standards Institute (TSI) offers a lot of guidance on issues surrounding debt, including guidelines on how creditors should behave.

Dealing with creditors FAQ's

Why are my creditors still contacting me?

Contact from creditors may not stop immediately, but your unsecured creditors are bound by the terms of your IVA. They must cease to pursue all legal action for recovery of unsecured debts. In practice, they may take six to eight weeks from the date of approval to catch up.


Large banks and credit houses and other lenders are not always efficient at communicating the change to their various departments, and the debt collection department may be the last to hear of an approved IVA.


Creditors or debt collectors who tell you that they “do not accept IVA payments” or that the IVA insolvency practitioner has never contacted them are just trying to get money out of you, and you do not need to make payments to them outside of the IVA.

What can I do about creditors contacting me?

Don’t panic. If the creditor contacts you by phone say “Thank you for your call, I have now entered an IVA. If you could give me an email address/fax number/postal address I will send you a copy of my Chairman’s Report. In the meantime, please put my account on hold until you have updated your systems.” Please also give them your reference number with Debt Free Direct.


Once they've given you a contact address, you can send them a copy of your Chairman’s Report, which is proof that you have entered into an IVA legally. Download our template which is a suitable covering letter – a copy of your Chairman’s Report will have been sent to you

Am I still being charged interest?

No. Since unsecured creditors are bound by the terms of the IVA, the amount you owe on the day of your Meeting of Creditors will not increase, and your IVA freezes the interest rates. If you receive a statement within 90 days of the approval of your IVA that shows interest is still being applied, no action is required.

A debt collection agency is chasing me?

Many creditors pass accounts to debt collection agencies, who will try to get you to make a payment. This is normal, and once again nothing to be concerned about.


If you are contacted by a collections agency, give them proof that you have entered into an IVA (Send a copy of your Chairman's Report) so they can update their systems.


Deal with them just as you would one of your original creditors. Let us know if you receive any contact from a collections agency, so we can update our systems.

I have received a letter from the bailiff's office

Please do not ignore this kind of correspondence. The bailiff will require a copy of your Chairman’s Report, showing that you are in an approved IVA. This should stop any further action.


If the bailiff does come to your property, they cannot legally force entry and have to stay outside unless invited in by yourself.


If you do not have your Chairman’s Report to hand, take the bailiff’s contact details, then call Debt Free Direct on 0344 826 0625 and we can fax the report straight to the bailiff’s office.

I have received a letter saying “Notice of Sums in Arrears”

At least once a year, following a change in the Consumer Credit Act 1974, your creditors are legally required to provide you with a statement advising of the arrears on your account. These letters are of a standard format, are for information only and no action is required.

I have received a letter threatening doorstep collections

If you receive a letter of this kind or someone calls at your property, remember that you are fully protected by your IVA, simply hand over a copy of your Chairman’s Report.