Financial stress and mental health difficulties often go together, and we want to make sure our processes never make things harder. If you are going through a difficult period, please tell us — there are things we can do to help.
What we can adjust
- Communication pace — we can give you more time to respond to correspondence, and we will not chase aggressively if you tell us you are dealing with something difficult.
- Channel preference — if telephone conversations are overwhelming, we can handle everything in writing at your request.
- Nominated contact — you can authorise a trusted person (a friend, family member, or adviser) to liaise with us on your behalf. We may ask for written confirmation.
- Sensitive handling flag — we can note on your account that extra care is needed, so any member of our team who contacts you is aware.
Statutory Breathing Space
The Mental Health Crisis Moratorium is a statutory Breathing Space specifically for people in a mental health crisis. It gives you a protected period free from interest, enforcement, and contact from creditors while you receive treatment. It is arranged by a registered mental health practitioner and an approved debt adviser — we cannot apply it directly, but we will honour it fully. See the Money and Mental Health Policy Institute's website for guidance on accessing this.
Free independent support
- Mind — 0300 123 3393 (mental health support, not financial advice)
- Business Debtline — 0800 197 6026 (free business debt advice)
- Samaritans — 116 123 (24/7, free)
How to tell us
Use the Additional Support Needs form. You do not need to share medical details — just tell us what adjustments would help and we will record them on your account.
See also: Accessibility and additional support, I am struggling to pay — what should I do?, Managing your Credicorp account with a long-term health condition.