Where can I get debt advice? Jessica investigates

Many readers complain that the financial institutions that are keen to take their money are less willing to answer legitimate questions. Jessica Gorst-Williams is here to help

Where is my £6,600 Isa cash?

I have a problem with Nationwide about cancelling a new bond that I changed my mind about within the allowed time.

My solicitor has contacted the society about returning my £6,600 to no avail. Please could you help me again, as you did about 10 years ago over something else? I am nearly 90 now and will want the money for nursing care. DD, DEVON

You sent off your maturity instruction form requesting the reinvestment of your funds in a new fixed-rate Isa but then changed your mind.

Less than two weeks later, a letter reached Nationwide from your solicitor saying you no longer wished to reinvest the funds and they were to be sent to your account.

A member of Nationwide’s staff who received the letter didn’t think the instruction was clear enough. So, on the same day, the building society wrote asking you to visit your local branch to complete the Isa cancellation form.

Four days later, you called the contact centre. After a short time the call cut out and, despite the agent trying to call you back, they couldn’t get through.

Nearly two weeks later, Nationwide received further correspondence from your solicitor explaining that you are hard of hearing and it would be impractical for you to visit the branch.

On the same day, the Isa team again attempted to call you to complete the account closure over the telephone. Unable to reach you, it then contacted the solicitor to ask him to pass a message on.

This all strikes me as creating work that wasn’t needed.

You contacted the Isa maturity team two weeks later, which was three days after I had been in touch with Nationwide on your behalf for the first of several times.

The account was closed the next day and a cheque issued at last for the full balance.

Having reviewed all this, Nationwide said: “Initially, it was felt that the solicitor’s letter requesting the account be closed wasn’t sufficiently clear.

“However, on review, we feel that it should have been actioned.

“We apologise to the customer for the stress and inconvenience in resolving the matter and have offered him £100 compensation.”

I pushed for it to pay the extra legal expenses incurred because of all this silliness as well. Eventually, it agreed to send you an extra £50.

M&S won’t help cut my card bills

I am writing because of the way I have been treated by M& S Bank. I have a credit card with it and, until recently, I had been paying a monthly amount just above the minimum monthly sum.

A few months ago, I learnt that I had prostate cancer and would need a series of scans, biopsies and radiotherapy.

Regarding the latter, I would have to make a round trip every weekday of 72 miles. There is also a toll bridge. These costs will inevitably add to my weekly outgoings and I rang M& S Bank and informed it of my position. It then agreed to a two-month “payment holiday”. However, two months later, I had a statement that included further interest.

I sent a cheque for £100 just to show willing. I know M& S Bank has received my letters, because the cheques I sent with them have always been cashed. I have asked it twice for an income and expenditure form, but nothing has come. All I get is a bland statement that shows the interest is growing. NH, LINCS

After working for 30 years, you had to stop because of illness. You felt M&S Bank reached a low point when

it asked for proof that you have cancer.

This contrasted with another bank that you have a card with, on which you owe nearly £4,800. That bank, without hassle, reduced the payments to £30 a month.

I spoke to M&S Bank about your £4,000 credit card debt and it sent an income and expenditure form saying it had sent one before; clearly you hadn’t received it. You filled this one in and it has agreed to accept payments of £30 a month rather than the £100 it was taking before.

It says the initial 60-day breathing space had waived only any late payment and other fees, not interest. The new arrangement will also freeze interest while it is in place. Difficult though it is for me, I really want to talk to someone who can help and advise on my debt problem. I do want everything to be strictly confidential, though, and the advice to be accurate. Can you steer me in the right direction? MC, KENT

You are right not to bury your head in the sand over your debts, as too many people do. Citizens Advice is often a good resource for debt advice, although a couple of readers in different parts of the country have reported that some advisers are ( just as with any organisation) not as effective as others.

Citizens Advice said that, where people are not happy with their service, they should let it know. It added: “Staff and volunteers are recruited through a formal process. Advisers must undertake 240 hours of training and pass an assessment before they can give advice to the public. Volunteers receive ongoing support and supervision and each service carries out a monthly review to check that advice given is accurate and appropriate.

“National Citizens Advice audits all services every three months to ensure they are offering good-quality advice and service.”

National Debtline is another charity that could help. Find out more at nationaldebtline.org or call 0808 808 4000. Its advisers go through an eight-week training programme before they begin to give advice, followed by ongoing training.

Because of the volume of mail received, it is not possible to respond to every letter, and correspondence cannot be entered into. Please do not send original documents or stamped and addressed envelopes. Responsibility, legal or otherwise, for answers given cannot be accepted. Cases currently with an ombudsman, going through a court of law or sent to other columns will not be considered. In addition, I cannot take up issues when the writer is a third party, other than in exceptional circumstances. I cannot respond to emails.

Send your questions Write to Jessica, Your Money, The Daily Telegraph, 111 Buckingham Palace Road, London SW1W 0DT A full postal address, a signature and daytime telephone number are needed