for added support

If an adviser feels a client may benefit from additional support, they can signpost them to external partners for specialist help.

The support we get at PayPlan from our partners is also invaluable when it comes to them giving us more awareness of being able to spot vulnerabilities.

We work closely with charities including the Samaritans, Gamble Aware, Macmillan, Mind, GamCare and the Alzheimer’s Society.

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.

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.

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.

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Vulnerable client signposting


By using well-known conversational models and by asking proactive questions, whether on the phone or by email, we try to gain as much insight as possible about an individual’s situation.

This information helps to safeguard clients and make sure that they fully understand the advice they are being given.

Conversational models we use:

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