Fact Find Form

Agent & Case

Agent Name*

Customer Name*

Client ID / Case ID*

Affordability

Have you sat down and worked out a budget or reviewed their banking or direct debits?

💡 IF YES — Please send it so we can review it together a little later on.

IF NO - What are you basing your affordability on? Is that what you feel you have left at the end of each month?

Loan Mode

Based on your credit score do you believe you can get a loan?

If you can't get a loan do you have any other plans to pay off these debts?

Loan Fact Find

Loan 1

How much is the monthly payment you pay towards this loan?

Are you up to date with your payments?

IF NO — How many payments have you missed?

IF NO — Calls/defaults from creditors?

When is your next payment due?

What was happening around the time you took this loan?

💡 Use the credit report to confirm when the loan was taken and ask the client what was happening around that time.

💡 Listen carefully and take key notes during the client’s response.

Credit Card Fact Find

Card 1

How much is the monthly payment you pay towards this card?

Is this the minimum payment?

IF YES — How long have you been making minimum payments for?

Do you know how long it will take you to clear this debt paying only the minimum payments?

If you were to continue in the way you are right now, how long would it take you to pay off your card?

Can you pay more than the minimum?

From the Credit Report tell the client when they took this card out / I can see you have missed x payments, are you still in arrears?

IF 3 or more payments missed explain Default Notice (Path of Debt)

💡 If 3+ payments are missed, explain the Default Notice and the path of debt.

What is your credit card limit?

💡 Highlight the limit minus the outstanding balance.

Are you using this card for your everyday living costs like food & fuel etc?

How quickly in the month are you using this card?

How long have you been relying on this card?

When is the next date for this credit card payment?

Overdraft Fact Find

Overdraft 1

How much is your Overdraft limit?

At what point in the month do you find you are having to use your Overdraft?

What could happen if you were to max out your overdraft before your wage is paid?

What is the monthly charge for using your Overdraft?

How many days do you have to wait until your wage is paid to bring you back out of your overdraft?

Do you have any other bank accounts?

IF YES — Confirm names & any overdraft usage

Store Card / Catalogue Fact Find

Store/Catalogue 1

How much is your monthly payment?

Is this the minimum payment?

IF YES — Explain how minimum payments don't help reduce the balance as most of the payment only covers interest

💡 Minimum payments mostly cover interest and barely reduce principal.

How much do your balances reduce by each month if you are making minimum payments?

Can you pay more than the minimum?

From the Credit Report tell the client when they took this CARD out / I can see you are up to date with payments, however this card tells me.....

💡 Use the credit report to anchor dates and current status when explaining.

What is your spending limit? Highlight the limit minus the outstanding balance

Collections / CCJs / Bailiffs

Is there any collection activity taking place? Do you have any CCJ's? Do you have any priority debt arrears?

Have you been contacted by bailiffs?

💡 If the client has a letter, ask them to upload or send it so we can resolve this quickly.

Do you have a letter from them?

💡 If yes — send it to me so I can see how quickly I can resolve this.

IF CCJ's are on the credit report confirm which creditor each CCJ belongs to

Summary of Debts

"So (Client Name) your: Total debt is"

Minimum Contractual payments are

The number of creditors you have is

💡 If payments are higher than affordability

So (Customer) You are currently paying £X but earlier in the call you said you could afford £Y. The difference is £Z. How are you managing to make up that difference?

💡 If missing payments / Not making payments & affordability is less than contractuals

Ok, so I can see the issues. You said earlier you believe you can only afford around £X which we will review shortly, but the contractual payments to your creditors are £Y. So I can see why you are not able to make the payments currently. Don’t worry though, by the end of this call, I should be able to give you some solutions to the problem.

Bailiffs Fact Find

How long have they been trying to contact you?

Have they mentioned taking any items?

I&E Fact Find / Benefit Only

How often do you get paid?

Accurate income after calculation

When are you getting your next wage?

Benefit Only

What Benefits do you receive?

How often do your benefits get paid?

When are you receiving your next benefit payment?

Summary

Total Debt	£0.00
Monthly Contractuals	£0.00
DI	£0.00
Income Deficit after Contractual Payment	£0.00
Income Due Date	—
Creditor Payment Due Date	—

Income Due Date

Creditor Payment Due Date

Debt Solutions

Debt Advice

Types of Debt

Resources

What Happens If You Can’t Repay A Benefit Overpayment

Orbit Field Agent Visit: Your Rights When They Come to Your Door

Resolvecall Home Visit: Do You Have to Let Them In?

Car Clamped for No Tax: DVLA Rules and How to Get It Released

DWP Driving Bans for Benefit Debt: New 2026 Powers Explained

Debt Solutions

Debt Advice

Types of Debt

Resources

What Happens If You Can’t Repay A Benefit Overpayment

Orbit Field Agent Visit: Your Rights When They Come to Your Door

Resolvecall Home Visit: Do You Have to Let Them In?

Car Clamped for No Tax: DVLA Rules and How to Get It Released

DWP Driving Bans for Benefit Debt: New 2026 Powers Explained

Agent & Case

Affordability

Loan Mode

Loan Fact Find

Credit Card Fact Find

Overdraft Fact Find

Store Card / Catalogue Fact Find

Collections / CCJs / Bailiffs

Summary of Debts

Bailiffs Fact Find

I&E Fact Find / Benefit Only

Benefit Only

Summary

Important information

Advice providers

About Us

Company details

Duty Policy and Client Charter

Initial Disclose Document

To start a WhatsApp chat

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