Cepa empleada

Respondents identified a wide range of ways in which people with debt problems could be helped. The table below groups their suggestions into three types of help: factual information; advice and guidance; emotional support and counselling. Although, clearly the point at which information becomes advice and advice becomes emotional support is rather more fluid than this classification suggests.

Underpinning their requests were certain qualifications about who should provide this type of help, what it should cover and how it should be provided. These are listed below:

Who should provide this type of help?

The organisation providing this help would need to be a trusted and respected source. Specific suggestions made included the CAB, the Government and an independent regulatory body;

The organisation providing help would need to be staffed by well trained, qualified, professional people who could give technically accurate information about financial matters. It was also emphasised that the advisors would need to be ‘nice’, ‘kind’ and ‘helpful’ people with ‘good language skills’.

How this help should be provided

The help needs to be provided in an independent, impartial, confidential and non judgemental way;

It should be easily accessible and affordable for everyone. This means that it needs to be locally available in an easily accessible location for people wishing to discuss their problems in person;

It needs to be readily and widely available (as and when people need it). This was particularly emphasised in cases where it may have taken courage for a person to seek advice as it was felt that they might be discouraged from persisting if their initial approach is not responded to.

Where required and appropriate it should be possible to have ongoing support with the same person. The importance of having continuity of care was emphasised for a number of reasons. A key factor was that it would prevent people having to repeat their story each time they see a different person, which was felt to be tiresome and upsetting. Also it was said,

“You end up forgetting things, and you end up sort of going off track…personally I don't think that's dealing with the problem at all. Whereas if you see the same person all the time, they sort of know the background history.”

(Female, Sought Advice)

Another reason mentioned was that trust and rapport could be built over time and this might help to overcome any sensitivities and stigma attached to discussing a money problem.

What this help should cover

The help provided should be clear, simple and easy to understand and have practical relevance;

It should be appropriate for all debts – no matter how large or small.

Any help that is provided needs to take account of the range and type of problems that people might present along with their different background and circumstances. A specific concern expressed was for the need to consider the support needs of specific sections of the community such as people from ethnic minority groups and people who with sensory disabilities and learning difficulties.

“A leaflet would be good, but of course…you’d have to do it Braille, you’d need to do it in other languages.”

Respondents’ suggestions for ways to help people with debt problems Technical, legal and other factual

information

Advice and Guidance Emotional support Financial products and the conditions

attached (e.g. APR calculation), credit agreements, statements, interest rates, financial calculations, what credit card companies are allowed to do

Type of help that exists for people with financial problems

Contact details for services

How to find a solicitor and contact details of local practices

Money management – practical advice and help with budgeting income and expenditure, setting up a financial plan, how to invest money

Discuss financial implications of having a credit card, taking out a loan and impact of APR; the pros and cons of borrowing. This was particularly mentioned in relation to young people About a particular product, loan or credit card agreement; could approach before signing contracts

Someone to help go through paperwork/ contracts

Solutions to resolving debt problem; go through different options; a sounding board

Support dealing with creditors: e.g. advice about how to negotiate and deal with creditors, how to interpret

correspondence from creditors and potential implications of their actions, how to write letters to creditors, how to manage repayments (who to pay first) Mediation between creditor and person in debt

Going to court: advice about what will happen, how to prepare for court and how to speak to the judge

Advice about rights, benefits, tax credits, pensions and services entitled to (when sick, out of work, when receive threatening letters, court summons, what will happen at court etc.) and restrictions and help filling in application forms

Advice about what credit card companies entitled to do

Counselling

Someone to talk to and share feelings with

Provide reassurance

Help with stress and depression Support for family and friends