Supporting Vulnerable Clients

Dedicated support

Vulnerable Client Team

PayPlan’s Vulnerable Client Team is dedicated to supporting clients who are considered to have a high risk, or permanent vulnerability, with free debt advice.

Approximately 91% of PayPlan clients disclose information about their vulnerability, without being asked


Every PayPlan debt adviser has been trained to recognise the signs of clients who are vulnerable. A client is considered to be particularly vulnerable if their personal circumstances are likely to leave them susceptible to detriment.

Vulnerabilities can include low income, learning or physical disability and mental health conditions, it can be both long and short term, such as terminal cancer, Parkinson’s Disease or situations like domestic violence, imprisonment and bereavement.

When clients disclose information to us, we make sure that they are supported and that we make adjustments which allow them to better manage their debts and make more informed decisions. We understand that everyone is different and support vulnerable clients by giving them more proactive touch points during their journey to a debt solution.

Blogs and Resources

Free Vulnerability Training

Based on our own adviser training, we offer a FREE course to help advisers understand what is meant by vulnerability. Get in touch today to book your free session.

Using real examples, we explore what’s expected by regulators and experts, offering practical insights on how to spot the signs of vulnerable clients and how to correctly record this information.

Support from partners

If an adviser feels a client may benefit from additional support, they can signpost them to external partners, including the Samaritans, Macmillan, Mind, GamCare and the Alzheimer’s Society, for specialist help.

Beryl started a DMP in January 2004. But during August 2016, her daughter contacted us to explain that Beryl had been diagnosed with dementia and had been moved into a residential care home. We sent her daughter a Debt and Mental Health Evidence Form so that information could be shared with her and Beryl’s creditors. A copy of her Mother’s I&E and creditor summary were sent and she explained that she had no idea of her mother’s financial situation. By December, Beryl’s income and expenditure had been updated to reflect her true circumstances. This had also been shared with all her creditors. By March 2017, the Vulnerable Client Team, working with creditors, wrote off Beryl’s total debt worth £21,353.21.

Beryl - March 2017

Alison called us to let us know that she had been diagnosed with breast cancer and would not be able to work or make payments to creditors for the foreseeable future. We asked for her consent to let us share the medical evidence to her creditors. Looking at her circumstances even token payments were not a feasible option. Our Vulnerable client team were able to cancel her standing order with creditors and get them to agree to place a hold on all her payments, due to Alison’s situation.

Alison - May 2017

Spencer contacted PayPlan to explain he had been diagnosed with chronic fatigue syndrome and was struggling to work. The reduced working hours were affecting the surplus money available to pay creditors. Spencer gave us his consent to share this information with his creditors. He was able to work for a few hours each week, depending on how he felt, so the Vulnerable Client Team recommended asking creditors to freeze interest and charges. This would help with the payments he needed to make every month and stop the total amount of debt increasing. Seven of the nine creditors agreed and Spencer was able to meet his payments.


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