Hi Andy,
Despite the logic behind service levels in a DMP I'm not sure you'd find a different profile of customer satisfaction (or disatisfaction).
A commercial DMP company will generally retain the first payment as a charge for negotiation of the plan and then perhaps 15% of each monthly payment as a management charge.
For a £200 per month case the DMP company will subsequently earn £30 per month for management. In too many cases service levels are poor once the first payment has been received.
If busy the DMP company has a commercial incentive to focus on sale of new business (£200) rather than the satisfaction of existing customers (£30). This perhaps partly accounts for the significant (more than IVA) drop-out rate that the DMP industry as a whole suffers.
Like the IVA market there are plenty of good debt management companies who are committed to good service that would not compromise their values for a quick buck. Also like the IVA market there are companies for whom a quick buck is their lifeblood.
As with any purchase it's all about finding a company with whom you feel comfortable, valued, and important.
We hear from customers of other DMP companies every week that transfer to us as a result of such service weaknesses.
I think this just reinforces the message that this site conveys so well that it makes sense to speak to several providers of whichever service you seek until you find one that feels right.
Andrew Graveson
Independent Mortgage Broker & Bright Oak Debt Management
andrew@brightoak.co.uk
www.brightoak.co.uk