National Debtline: How It Works, When to Call

What National Debtline is

National Debtline is part of the Money Advice Trust, which also runs Business DebtlineBusiness Debt Help for Sole Traders and Small FirmsWhere small businesses and the self-employed can get free debt advice in the UK, and the main options, from payment plans to a company voluntary arrangement.Read more → for self-employed people and small businesses. It offers telephone advice, webchat and a range of online tools and factsheets. The service is free and independent: advisers do not sell products and do not earn commission. It aims to help you understand your debts, make a plan and deal with creditorsHow to Deal with Creditors: Communication and NegotiationPractical advice on communicating with creditors, negotiating affordable repayments, and understanding your rights when dealing with the companies you owe.Read more →, and it can help you choose between solutions.

What it can help with

• Understanding which debts are priority and which are not
• Working out a budget and what you can afford to repay
• Writing to creditors, including freeze-interest requests and payment offers
• Dealing with debt collectors, bailiffs, county court judgments and council tax arrears
• Explaining formal solutions: debt management plans, IVAs, Debt Relief Orders, bankruptcy and in Scotland, trust deeds and sequestration
• Helping with applications for Breathing Space or a Debt Relief Order where available
• Giving guidance on credit cards, loans, overdrafts, rent and mortgage arrears, energy debts and more

How the service works

You can use National Debtline in several ways, depending on how you prefer to communicate.

1. Phone: Speak to an adviser about your situation. Check the website for current opening hours and the best number to call.
2. Webchat: Chat online to an adviser without phoning.
3. Online tools: Use budgeting tools, template letters and factsheets to deal with debts yourself, with the option to contact an adviser if you need help.
4. Follow-up: Depending on your case, advisers may help you with your plan or point you to another service.

What to expect from a call

An adviser will ask about your income, spending and debts so that they can work out your position. They then explain your options and help you decide what to do next. It is normal to feel nervous about the first call, but advisers speak to people in difficulty every day and do not judge. Have your information to hand if you can, but if you are missing something they can help you find it. Our guide to free debt advice in the UK lists what to prepare.

National Debtline and the other services

National Debtline overlaps with other free services, and you can use more than one. Citizens Advice offers local, face-to-face help across many issues. StepChange is a charity with online tools and free debt management plansDebt Management Plan (DMP)A Debt Management Plan is an informal arrangement to repay unsecured debts at a monthly rate you can afford. Learn how DMPs work, who they suit and what to consider.Read more →. Business Debtline focuses on the self-employed and small businesses. If one cannot help with a particular case, they will often refer you on. Pick the one that suits how you want to talk and what you need.

Self-help tools

National Debtline has detailed factsheets and template letters. They are useful if you prefer to handle things yourself or while waiting to speak to an adviser. Typical examples cover how to ask a creditor to freeze interest, how to challenge a debt, how to deal with a county court claim and how to respond to bailiffsHow to Deal with Bailiffs: Your Rights and Their Limits (2026)Learn what bailiffs can and cannot do in England and Wales, the 14-day notice rule, current fees and how to respond.Read more →. Use them alongside our own guides such as how to deal with creditors and how to deal with debt.

After the call

An adviser may suggest that you do some things yourself, such as sending a letter, or they may offer to help with a formal solution. Write down what was agreed and what you need to do next. Keep paying priority debtsPriority and Non-Priority Debts ExplainedLearn which UK debts are priority debts, such as rent, council tax and energy bills, which are non-priority, and why the difference matters.Read more → such as rent, council tax and energy. If a creditor has threatened enforcement, tell the adviser and ask about Breathing SpaceBreathing Space (Debt Respite Scheme)Breathing Space is a government scheme giving you legal protection from creditor action for up to 60 days while you get debt advice. Learn how it works and who qualifies.Read more →. See priority and non-priority debts and Breathing Space.

Avoiding lookalike services

Scammers and fee-charging firms sometimes use names that sound like the real charities. Always check you are on the correct website and be wary of any call or message that asks for money for "debt advice". If you are unsure, go directly to the charity's official site, or read our guide to debt management company fees.

A worked example

Hannah is worried about a county court claim and a handful of credit cards. She uses the webchat one lunchtime and an adviser asks a few questions. They explain how to respond to the claim before the deadline, which of her debts to prioritise and how to ask the card companies to freeze interest. She uses the online letter templates that evening. The next day she follows up with a phone appointment to set up a longer-term plan. Her case took three short contacts, not a trip to an office, and she had a plan by the end of the week.

Questions to ask on a call

Ask which debts you should deal with first, whether a formal solution could suit you, how to talk to your creditors and what happens next. Ask the adviser to repeat anything you do not understand, and to send a summary by email or post if that is available.