Debt advice channels research

Section 1: The debt advice experience

* Which of these debt advice agencies were you aware of before you first contacted a debt advice service? Please choose as many as you were aware of at the time

Citizens Advice

Payplan

National Debtline

Consumer Credit Counselling Service (CCCS)

Other free debt advice service

Other paid-for debt advice or debt management service

None of these

* When you first approached CCCS Debt Remedy, what were your initial expectations? Please choose only one answer

That I would get some information on dealing with my debts

It would tell me where to go to get detailed advice and help with my debts

It would give me information on what to do and/or resources I could use to deal with my creditors myself

* When you started using CCCS Debt Remedy which, if any, of these were you hoping to be able to achieve? Please choose as many answers as apply

Information on my options and rights

To stop pressure from creditors

Reassurance that my problems could be solved

A way to repay my debt over time

A way to stop my debt going up

To reduce my payments

To reduce/write-off my debt

To stop court/eviction or repossession action

Thinking of your experience of using CCCS Debt Remedy, please say whether you agree or disagree with the statements below.

* Would you say that CCCS Debt Remedy debt advice service did?

More than you expected

About what you expected

Less for you than you expected

* Which of the following happened as a result of the debt advice you received? Choose as many as apply

* Since receiving your advice from CCCS Debt Remedy, have you been able to keep up with the payments on this arrangement/did you pay for the full term of the agreement?

Yes, made all of the payments as agreed

Yes, made most of the payments to time

I was only able to keep up repayments for a while

No, I wasn’t able to make the payments as agreed

* If you made a token repayment to your creditors have you since been able to settle your debt or agreed to make a higher payment? Please choose only one answer

No

Yes agreed to make a higher repayment, but still only a token sum

Yes, agreed to make a higher repayment that will pay off my debt gradually

Yes, settled my debt at an agreed level that was lower than the balance outstanding

Yes, settled the full balance outstanding

Since receiving your advice from CCCS Debt Remedy, have you been able to keep up with the payments on this arrangement/did you pay for the full term of the agreement?

Yes, made all of the payments as agreed

Yes, made most of the payments to time

I was only able to keep up repayments for a while

No, I wasn’t able to make the payments as agreed

* Which of the following did you experience as a result of the debt advice you received? You can choose as many as apply

* How satisfied were you with the overall outcomes of the debt advice you received?

Very satisfied

Quite satisfied

Neither satisfied nor dissatisfied

Quite dissatisfied

Very dissatisfied

* How satisfied were you with the overall quality of the debt advice service you received?

Very satisfied

Quite satisfied

Neither satisfied nor dissatisfied

Quite dissatisfied

Very dissatisfied

* Overall, how comfortable did you feel about receiving debt advice online?

Very comfortable

Quite comfortable

Neither comfortable nor uncomfortable

Quite uncomfortable

Not at all comfortable

Section 2: About you and your situation before you approached CCCS Debt Remedy

* Thinking back to the period immediately before you approached CCCS Debt Remedy, which of these would best describe your position at that time? Please choose the answer that best reflects your situation at the time

Facing immediate court/repossession action

Creditors threatening court/repossession action

Falling behind but not facing threats of court action

Keeping up with repayments but it was a real struggle

Managing repayments for the time being but worried about the future

* And thinking now of all the money that you owed at that time, how much would you say you owed in total?

Section 3: Any finally, a little bit about you

* Are you?

Male

Female

* Which age range you fall into?

18–25

26–45

46–65

65+

* Which is the highest level of educational qualification you have obtained?

Second or higher degree

Degree or degree equivalent

A levels & Vocational level 3

GCSE/O level

Trade Apprenticeships/NVQ

Other qualifications

No formal qualifications

* And finally may I ask you into which of the following ranges, your household income would fall, before any taxes and deductions?

Less than £925 per month

£925 per month to £2,025 per month

£2,026 to £3,125 per month

£3,126 to £4,925 per month

More than £4,926 per month