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Jay

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Review of the Money Wellness, Debt advice:

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Thankfully, my issue was eventually resolved.

Thankfully, my issue was eventually resolved. THANK YOU. However, my initial process was protracted & bureaucratic. It was very difficult getting through on the phone lines, which offers different options at the different stage of the client’s application, which is problematic. It took an incredibly long time to get through. Each time I phoned took approx 1.5 hours to my last experience 1 hour. There needs to be a proper phone queue system which clarifies where you are in the queue. Otherwise, you have no estimated time of how long you might be waiting on the phone. By the second stage of my process. I tried calling the helpline as instructed on: 0161 413 9547. This phone number is where clients are told to call for follow-up & I was instructed to go to option 1 & to provide my mobile phone number & I was told I would be provided with a text link. Sadly, I was cut off. I repeatedly called this number which repeatedly cut me off. As a result of this system not working, I resorted to emailing on MW’s generic email address requesting for support & when I eventually spoke with a customer advisor I fed back my concerns that the 0161 413 9547 phone facility does not work. Once my application started to go through properly, which took me approximately 3 weeks my final part of my application took 5 days. Due to my tenacity to continue we got there, BUT the process needs to be easier when attempted to phone. Reviewed on: 26th July 2025

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