Extra support

Our debt advisers will try to provide you with as much advice and support as possible. However, sometimes people need extra help. We may refer you to a caseworker, this is a trained adviser who can act on your behalf, for example, they may send letters to creditors for you.

If you feel unable to deal with your situation, have at least one priority debt and would like additional support when dealing with creditors, we may be able to refer you to Citizens Advice. They can provide telephone casework if you live in England and will be able to help you in a variety of ways including completing paperwork, writing letters, debt advice and benefits advice.

If you have a mental health condition, or your debt is having a negative impact on your mental health, we may be able to refer you to Mental Health and Money advice. They can provide telephone casework if you live in England and will be able to help you in a variety of ways including doing benefits checks, helping with applications and contacting your creditors.

If you have debts with HM Revenue and Customs (HMRC) and need extra support due to communication, mental health or anxiety issues, or your case is very complicated, we may be able to refer you to HMRC Extra support. HMRC Extra support staff are caseworkers for clients who are referred to the service.

If you are a vulnerable person and have an urgent issue involving a bailiff who has not been helpful, we may be able to contact the bailiff firm to try and help. This will depend on which firm the bailiff is working for. Our debt advisers will be able to explain if this service is suitable for you.

If the referrals mentioned above aren’t suitable and you need extra support, we will try to find other organisations that may be able to help.

We will also tell you about other organisations when we know that they will be able to give you other kinds of specialist advice that you need. For example, we may ask you to contact Turn2us to get help finding a grant or to complete a benefit calculation, or suggest you speak to Shelter for specialist housing advice.