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Your Guide to CAP’s Debt Management Plan

Every year the CAP team helps more than 600 clients to become debt free and we’re delighted to be walking with you on this journey! We’ve put this information together to help you get your head around the Debt Management Plan process, answer any questions you may have and remind you what you need to do to make this work. So grab a cuppa and let’s get started!

Why do I have a Debt Management Plan?

The aim of your CAP Debt Management Plan is to allow you to live sustainably within your means as you make manageable payments towards your debts. If you’re not happy with your budget, just talk to us so we can sort things out and make sure your debt situation doesn’t get worse.

The Debt Management Plan journey


Working Out A Budget

On the Debt Management Plan, we’ll work out a budget for you. This will include essential payments like rent/mortgage and utilities, living expenses and leisure. It will also include payments towards your priority and non-priority debts. Your payments are arranged depending on what you can afford and negotiations with your creditors. We’ll give you an estimate of how long it will take to repay your debts, provided you stay on track with your CAP Plan.


Your CAP plan schedule

We'll go through the plan with you and you can ask us any questions you might have. It's really important you have a clear understanding of your CAP Plan Schedule because we will ask you to sign and return it to us to confirm you’re happy with what's been agreed. 


Setting up a standing order

To make your monthly payments into your CAP account you will need to set up a standing order through your bank. Paying by standing order will make sure your monthly payments reach us on time.


Keeping Your CAP Plan Working

To keep your CAP Plan working effectively, you will have to pay in the agreed amount every month. You will also need to respond to any requests for information as quickly as you can. Not paying into your CAP Plan as agreed could make your debt situation worse as we won’t be able to pay your creditors. This means they could add interest and charges onto the debt balance, even if previously this has been stopped, and start chasing you again.


Reviewing Your CAP Plan

Once a year, we’ll review your CAP Plan to check it’s still manageable for you. We will update it in line with any changes (for example, if your gas and electricity bills go up). We can do this as a chat over the phone but we might need you to send us some up-to-date paperwork too. Don't forget we provide Freepost envelopes so it won't cost you a penny. 


Debt Free

This is what we are all aiming for through your Debt Management Plan - you’re debt free! We’ll give you a call to confirm this and then all that’s left is to celebrate!

Tony - Debt management plan client

I phoned CAP, half afraid, but the person on the other end of the phone was so lovely. When I met my Debt Coach, he told me not to worry about a thing. My life was peaceful again.

Tony, Debt Management Plan client

Let’s make this work

Sending in all the information we ask for

From time to time, you may need to send us some specific information or paperwork. We want to keep things moving forwards for you, but we’ll need you to help by responding to these requests as quickly as possible.This is particularly important if you receive court forms because we need the information to be able to act on your behalf.

To send in paperwork, just use your Freepost envelopes or write the address on a blank envelope.

Once a year, we’ll do a full review of your CAP Plan and it’s likely we’ll need paperwork relating to your debts and bills, so keep them safe!

Paying in correctly

Your CAP Debt Management Plan Schedule tells you how much you need to pay in every month to deal with your debts and cover any bills being paid through your CAP Plan. It also helps you build up your savings, there's more about this further down the page. The easiest way to make regular payments is to set up a standing order through your bank.

Receiving reminder letters

If you don’t pay in correctly or fail to send in information we ask for, you’ll receive a reminder letter. If this keeps happening, your case may end up having to be closed. We really don’t want it to come to this so just talk to us if you’re struggling. We’ll make every effort to stop reminder letters being sent to you if you give us a valid reason why you can’t pay in or send information.

Managing your payments

Your budget will change from time to time, meaning you’ll need to alter the amount you’re paying into your CAP Debt Management Plan. Please do what you can to update your payments straight away. This will usually mean sending a new standing order form to your bank. We can’t amend your payments for you and we don’t have any control over your standing order. It’s not a Direct Debit payment. It’s an agreement between you and your bank and it’s up to you to contact them if it needs changing or cancelling.

Keeping us up to date

We understand that things change in life! If something changes that will affect your CAP Debt Management Plan, such as a partner moving in with you or the loss of a job, you have to let us know, even if it’s only a small change. The best way to think about it is, if something has changed and you're not sure if we should know, run it passed us anyway and we can put your mind at rest. That way we can update your information and adjust your budget if necessary, without your CAP Plan going off the rails.

In a nutshell...

  • Set up a standing order to pay into your CAP Debt Management Plan
  • Send in any information and paperwork we request
  • Let us know straight away if your circumstances change
  • Update your monthly payments straight away if we tell you your budget has changed

Always remember, we’re on your side. Our ultimate aim is to help you become debt free. If you’re struggling with anything, just let us know so that we can support you – we don’t bite!

Your CAP Debt Management Plan Savings

When we calculate your budget, we’ll often recommend putting some money aside for savings. This might seem like a big ask but if we can find a way to include this in your budget, it will be a massive help for you. You can use these savings for essential items such as your car MOT (designated savings) or for general use (future needs). That way, if you’re hit with an unexpected cost such as a repair bill or there’s a birthday or Christmas coming up, you’ll have some savings to fall back on. You can see how much you have in your savings on your monthly statement.

Withdrawing from your savings

You can withdraw money from your CAP Plan savings at any time. Just give us a quick call on 01274 761 999. If you want to withdraw under £150, you won’t even need to speak to anyone – just leave a voicemail message and we’ll call you back if there’s anything we need to check.You’ll need to speak to us directly if you want to withdraw over £150. To help speed things up, please have your CAP Plan number to hand and be ready to answer some security questions when you call. We’ll send you a text to confirm when your savings are on their way.

Good to know

It will take three to five working days after you receive confirmation for your withdrawal for the money to arrive in your account. The time it takes is out of our control, so it’s vital that you leave plenty of time between when you contact us and when you need the money.

In a nutshell...

You’ll usually build up a bank of savings as part of your CAP Plan. Give us a call if you’d like to withdraw money from these savings (at least five working days before you need the money).

Your CAP Plan savings are yours to use as you please, but remember that once they’re gone, they’re gone. Try to only withdraw from your savings if you absolutely need to.


Why creditors may continue to contact you

1. You haven’t paid into your CAP Debt Management Plan as agreed.
If so, creditors may also add interest and charges onto the debt balance, even if previously this has been stopped.

What to do:
Get back on track with your payments – call us if you need help. If you have a valid reason for why you can’t pay in, let us know. We won’t negotiate with your creditors when you aren’t cooperating with us (if you aren’t paying in properly or aren’t sending in information we’ve requested without giving us a valid reason).

2.They’ve sent paperwork to you rather than to CAP.
Creditors may continue to send paperwork to you throughout your time with CAP.

What to do:
It’s really important that you forward on any statements, letters or other paperwork associated with your finances to the Debt Management Plan team straight away. Simply pop it in a Freepost envelope and we’ll do the rest.

The kind of letters you’re likely to receive from creditors vary in importance, but we won’t be able to say for sure until we’ve received the paperwork from you. That’s why it’s so important we receive them in good time, especially since some correspondence will require us to take action by a certain date.

3.They want you to make a payment.
Some creditors may continue to contact you directly for payment.

What to do:
Don’t pay them! Please don’t make any payments towards your debts over the phone if requested to do so by creditors. We are here to deal with all this for you and they should not be contactng you direct. Paying them yourself could jeopardise your Debt Management Plan and may mean that we would be unable to continue working with you.

4. Your home is at risk.
If so, you may receive threats of eviction/repossession, enforcement action or court paperwork.

What to do:
Please contact us by phone if you receive anything like this.This is particularly important as immediate action may be needed.

In a nutshell...

  • If a creditor continues to contact you, calmly explain that you’re now working with CAP and that we’ll be in touch in due course.
  • Call us straight away if you receive any contact suggesting your home is at risk.
  • Don’t make any payments over the phone if asked to do so by creditors - let us know and we’ll deal with it.
  • Use the Freepost address to send us any paperwork you receive from creditors.

There are all sorts of reasons why creditors may continue to contact you – we’ve tried to cover the most common ones here. If in doubt, just get in touch and we’ll do our best to get it sorted. 

Key information

Your to-do list

  • Pay the correct amount into your CAP Plan on time each month.
  • Send in all the information we ask for and keep us up to date with any changes to your circumstances.
  • Forward on any letters you receive from creditors to us.
  • Check the FAQs page (LINK) if anything is still unclear.

Keep in touch

It’s a good idea to make a note of our contact details so you can find them really easily. Save the numbers in your phone, keep a note in your wallet or purse or stick it on the fridge. 

There are four ways to contact us:

By text:

07860 033177

By email:
Please pop your CAP Debt Management Plan number into the subject box to help us track your case easily (you’ll find this on any letters from us).

By phone:

01274 761999
Please have your CAP Debt Management Plan number to hand before you call and be ready to answer a few security questions. Lines are open 9:30am to 5pm, Monday to Friday.

By post:

Please use the Freepost envelopes we provide to ensure your mail comes straight through to the Debt Management Plan team and can be dealt with quickly. If you run out, carefully write the following address on a blank envelope - no stamp needed!    

Debt Management Plan team
Christians Against Poverty
Jubilee Mill
30 North Street

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