Impact of our advice, support and education
By providing advice and support, we help millions of people find a way forward each year.
Why we’re needed
Life is complicated. Sometimes people encounter challenges and problems that they don’t know how to deal with, and they need help to overcome.
We're here to help everyone in society that needs us. We believe individuals should be able to get help in the way that works for them and meets their needs.
What we do
We provide free, independent and confidential advice and support.
We aren’t driven by a one-size fits all approach, and provide support in person, over the phone and online. People also need different types of support at various times in their life.
We provide education and skills to help our clients avoid similar problems in the future. We equip them with financial skills to help manage their budgets and avoid debt, and to ensure they know about and switch to the best deals that met their needs and save money.
We are committed to providing quality services and have high-levels of client satisfaction. 90% of the people we help rated their experience as good or very good; 95% say they would recommend us to friends or family.
We’re impartial: our primary objective is to get the best for our clients, and it is this that determines the advice and options we present.
We’re confidential and non-judgmental: our role is help people find a way forward, so we’ll be straight-talking and practical about how to resolve problems.
Our services can be accessed in different ways: we believe there is significant value in ensuring everyone has access to advice and support at any time.
We understand the complexity of issues that affect people’s lives: this doesn’t daunt us, and we’ll work to understand the root cause and aim to tackle that too
We provide the necessary level of support: we tailor our advice and allocate our resources to meet our clients’ needs, whatever stage their problem may have reached or level of support needed.
We understand that experiencing a problem affects self-confidence: we’ll provide as much support as needed, empowering clients to regain control of their circumstances, with certainty they’re taking the right approach.
- We help people understand their rights and responsibilities: we support people to address their problem, bringing our voice, credibility and experience.
Because we help millions of people a year, our data enables us to have a finger on the pulse of what’s happening in society:
The difference this makes
We solve problems, reduce their effect on people’s lives, and improve circumstances.
You can read more about this in our latest impact report.
We are also able to show that solving and preventing individuals’ problems creates considerable value to society.
We’re currently looking in depth at our clients’ capability and understanding what works in education provision, including our financial capability support.
Delivering debt advice during a pandemic: our impact
In 2020 we helped 258,000 people get the debt advice they need. Despite the challenges of Covid-19 changing how we work, we’ve continued to support people in a way that works for them. 86% of people said we helped them find a way forward and we helped 135,000 clients gain £840 million of extra income.
You can read about the difference we’re making in our debt impact report here [ 430 kb]