IE Hub is an online tool that allows you to create a budget and lets you share your budget with companies such as electric, water, credit companies, charities or any other company you choose to.

This gives them a clear view of your financial situation so they can discuss what help is available, for example payment plans.

IE Hub has no influence with any of the companies and their decision around repayment options.

If your account is locked due to incorrect information, we will need certain details in order to unlock
your account.

You can use the form at the bottom of the FAQs to provide the following:

If you believe your account may have been opened at a previous address, please provide the postcode for that address as well.

If it shows an error, it usually means that you have the same company on your share list multiple times, and the reference number you have used is the same for at least 2 of them.

Please check, and where you have the same company multiple times, use a different reference number (such as xxx), you should then be able to share without any issues.

Don’t forget to choose No to the question under the duplicate account as No.

IE Hub is unable to provide fuel vouchers. You will need to contact the company that asked you to complete a budget to discuss this.

IE Hub are unable to take any payments or arrange a payment plan. This can only be done with the company you share your budget with. Please contact them directly.

IE Hub is an online service only; we do not offer a telephone service as all our technical support is handled over email. If you need help completing the form or have questions regarding payments you need to speak to the company that has requested the budget from you.

IE Hub is an online service, so we do not have paper copies we can send out that.

If you are unable to complete your budget online, you can contact the company who referred you as they may be able to offer some assistance with this.

The companies you have shared your budget with will contact you within 7-10 working days.

If you need to discuss your account sooner, please contact those companies directly.

IE Hub does not have access to customer accounts this is to ensure that all your information remains confidential to you until you decide to share with a company. We cannot access your information but we are more than happy to provide you with details on how you can do this.

The company will have asked you to complete your budget with IE Hub to allow them to gather correct, up-to-date information about your financial situation. This helps them to tailor a plan to your specific requirements. Using IE Hub will allow you to provide them with all the information that they need at a time and pace that suits you. You can do this in the comfort of your own home without any time pressure, and you can use the same form to send information to multiple companies, if relevant. You can also return to this form, at a later date, if your circumstances have changed, and amend your information before sharing again with the company. Your data is safe at all times and is only accessible and shareable by you. Your personal information is encrypted in our secure databases, and IE Hub staff will not have access to your data at any time unless you specifically allow this.

IE Hub allows you to complete a budget that is compliant with the Standard Financial Statement (SFS). The SFS is an industry-standard format, which means that you need only complete one budget form to share with all of your creditors. IE Hub uses intelligent questioning which means that you will only be asked questions relevant to your circumstances based on the answers you have already provided.

We would recommend completing the form in full before sharing it as this will mean that the company/companies that you share this with will have a full understanding of your circumstances and will be able to create a manageable plan for you without the need to ask additional questions, however, this is not compulsory if you choose not to.

IE Hub is designed to keep you in control of your data. We will send emails for the following purposes:

These emails are an important part of our service and enable us to put you in control.

You can change your password easily by following the below steps.

We would advise that you complete all questions before sharing your budget form, however, this does not need to be done in one go as it can be saved at any point using the Save button at the bottom of the page.

You can then simply log in and pick up where you left off at a later point, for example, if you have to verify any information or if you had an unexpected interruption.

Yes. There are numerous opportunities when completing a budget to add extra notes. Click on the “Notes” button under any field to provide additional information that could be useful for your creditor to understand your circumstances.

Whilst it is entirely your choice how much or how little information you include in your budget form we strongly recommend that you include as much detail as possible. Having the most accurate picture of your financial situation will allow the companies that you are sharing your budget to create a bespoke solution based on your circumstances.

If you no longer wish to be a part of the IE Hub community, you can request for your account to be deleted. To do so, please log into your account, scroll down to the section called “My IE Hub account” and select “Delete my account.”

We would be grateful if you could provide a brief description of your reason for deleting it to allow us to improve the service that we provide.

Please note that if you have shared your budget with any of the companies on our share list and you would like them to delete the information you will need to contact them separately to arrange this.

If at any point you wish to create a new account, you are free to do so.

If there has been a change to your personal information (e.g., address, number of people living in the household/ employment status etc.) you will need to update your profile details.

From your dashboard scroll to the section marked “My IE Hub account” Select “Edit my personal details”

This takes you to the initial 5 pages where you can change all your personal details, the reasons for using IE Hub, as well as the vulnerability declaration.

OR

Click the 3 horizontal lines at the top right-hand corner and select “My profile”

Click the pencil to edit personal and contact details and employment and household details.

Remember you can also make changes to your budget at any point (for example, if your salary or bills change) by typing over the information that is currently saved and clicking “Save”. Once you have saved any changes you will also need to re-share your budget form with any of the companies that you are dealing with.

You can also review and share through the “My IE Hub account” section in the same way as above.

Once you have completed your budget and entered your debts your budget breakdown will be displayed.

Scroll to the bottom where you will see “Download” and “Email.”

Select download if you wish to download and/or print a copy of your budget or email to send a copy to your email address.

If you wish to do this at a later date just head to your dashboard and follow the instructions above.

When sharing a budget form, it asks for a reference number.

This is your reference number assigned by the company to your debt (such as your account or customer number. This should be on any correspondence received from them) or it could be a personal detail such as your email address.

If the company has advised us of a standard format for their references, there will be further information provided. The company that asks you for your information would have mentioned what number to include as a reference when you share information with them.

Including this number will mean that the receiving company is easily able to allocate your budget form to your account, allowing them to action this without any delay. If you are unsure of your reference number, please contact the company you are sharing your budget with to ask them for this.

Our Free Post service allows you to share your budget form with a company or companies that you are dealing with who are not yet a part of the IE Hub community.

To make this easier for you, you can simply tell us the details of the company that you would like to share this with, and we will arrange for this to be printed and sent to them on your behalf, meaning that you won’t need to duplicate your I&E, nor will you have the time and expense of printing and posting.

You can use our Free Post Service easily by following the below steps.

If you have previously shared your budget the companies will show here if you do not wish to share again select no.

If you would like to use our Free Post service at a later date, simply head to your dashboard and select ‘Add Other Companies To Share With’. Then, follow the steps outlined above.

If you are not happy with any part of IE Hubs’ service, please let us know so we can investigate.

Please email us at complaints@iehub.co.uk please provide as much detail as you can regarding your complaint.

What will happen when you receive my complaint?

Within two working days, you will receive an acknowledgement of your complaint and a copy of this process.

We will fully investigate your complaint and aim to respond within four weeks from the date we received your complaint

If we need more time to respond, we will contact you to let you know. However, we would aim to provide you with a final response within eight weeks.

Information Commissioners Office (ICO)

If you do not feel that we have resolved your complaint, you can contact the Information Commissioners Office within 3 months from the date we last had contact.

Ways to contact the Information Commissioners Office.

Online - https://ico.org.uk/make-a-complaint/

IE Hub is asking if you have a health condition or any other circumstances to help you receive appropriate support. By reporting this to IE Hub, you can also consent to them passing this on to the company of your choice. This company will be able to consider your vulnerability when making payment arrangements.

Reporting a personal/health circumstance is optional. But, it can be a helpful tool if you are experiencing financial hardship due to circumstances beyond your control.

Reporting a personal/health circumstance to IE Hub will not impact your credit score. Yet, the information you provide may be considered by the company of your choice when determining payment arrangements. It’s important to note that any payment arrangements made with this company may be reflected on your credit report.

With your consent, IE Hub will only share your information with the company of your choice. This information is only used to help this company make a decision about your payment arrangements.

No. IE Hub will not ask for further information regarding the category you have chosen. However, if you do give consent to share with a company, they may ask for a few more details. If you would like to provide additional information or if you feel that this will help the company to understand your situation better you can use the Add Notes button to provide further details.

IE Hub does not need specific evidence, such as a doctor’s note, to register a vulnerability characteristic. Yet, you may want to provide extra information about how your vulnerability impacts your ability to make payments.

This could include information about your health, employment, or other relevant circumstances. Providing as much detail as possible will help ensure that your vulnerability is taken into consideration. If you would like to add supporting documentation, you can do so after completing your IE Hub budget.

Yes, to remove or edit a personal/health circumstance log into your IE Hub account as usual.

In the “My IE Hub account” section select “edit my personal details”

You can check and edit all personal details starting with the reason for using IE Hub, name and address, employment and household makeup and then the vulnerability question section.

Here you have the option to:

When you are logged in to your IE Hub account click on the menu button (three horizonal lines) in the top right-hand corner. Select Help and Support. This will provide you with descriptions and links to a variety of different organisations from general help to more specialised support with bereavement, addiction etc.