Annual Reviews: One year on, we share your feedback

If you’ve done an Annual Review in the past year you’re not alone. In fact, all DMP customers now have to complete a review each year. It’s a vital part of your DMP: we do reviews to make sure you’re still on track to pay off your debt, and check your DMP remains suitable and affordable for you.

Once you completed your review, you probably got a text message asking you to give your feedback via a short survey.

We’ve got some revealing stats from the survey which show how you all found the review experience. You’ll also find a few inspirational comments from other customers who’re working their way towards a debt free future – a great confidence boost for the year ahead!

Annual Reviews

Your feedback in stats

We know reviews often include personal questions, which can seem intrusive. It’s vital we have a clear understanding of what’s going on with your finances and in your life, so it’s good to see 93% of customers understand why the personal questions are important. A similar number of customers also said they understand the importance of completing a review each year.

We try to make arranging your review simple, so it’s pleasing to see 83% of you found the booking process straightforward.

Our Review Specialists are also praised by many of you – 91% of you rated the Specialist you spoke to as Excellent or Quite Good. These results are fed back to the team regularly and we’re always looking for ways to improve.

Your comments

We encouraged you to provide us with feedback and many of your responses were inspirational. Here are some of the things you had to say:

“Fantastic staff, always friendly and helpful which makes the whole process that much easier and bearable.”

“Being in debt is not a nice position to be in. Working with GP I feel I am in control and doing something about it. With the excellent support given by GP I am able to live my life. I especially wish to thank my advisor this year who made a daunting experience less stressful and put me at ease all the way through. Thank you for everything - Chris”

“Everything and everyone here has helped me and my wife get towards a normal debt free life and we are grateful of everyone we talk to.”

“Thank you. I think the guy I spoke to was called Michael. I was having a very bad day and got a bit emotional about my debts on the phone but he handled it so well.”

We like to be there when it matters for our customers, as we know how stressful debt can be, so we feel particularly honoured to have been able to help this customer through a difficult time over Christmas:

“The person I spoke with was very patient with me as I'm suffering depression and anxiety at present since losing my dad suddenly this year, my head wasn't in the best place for doing this review with Christmas around the corner, but I felt at ease with his patience.”

Speeding up your review

One of the most common suggestions in the survey is we should look for ways to speed up the review.

“Going forward, completing a review online would be much more preferable.”

“I understand the importance of the review and why you have to ask the questions you do but it's quite a long phone call, I think if it could be done online followed up by a phone call it would be easier and more practical.”

We agree and we’re on the case. For example, we’re looking at ways to allow you to complete more of the process of updating your income and spending online.

In the meantime, there are a few things you can do to help:

Book your review as soon as you get the invitation from us. It won’t save time, but it’ll save you getting all the reminder emails, texts, and calls.

Send in your proof of income before your review – just take a picture of your payslip and email or upload it to us directly.

Before your review, gather up a recent bank statement, as well as things like your utilities bills, council tax, and car insurance. It’ll save time if you have these in front of you when we speak.

Changes in circumstances? You don't need to wait for a review!

Remember, you can do a review anytime if your circumstances change. Just give us a call on 0161 393 7188.

Need expert help with your debts? Complete our form to request a callbackRequest a callback
  • 0161 669 8925
  • 0161 669 8925

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