Adviser only helplines
Improving communication between advisers and creditors.
Communication matters
Effective communication between money and debt advisers and creditors/service providers is crucial for facilitating the resolution of financial difficulties faced by many people. However, frontline advisers often encounter significant challenges when attempting to contact creditors/service providers on behalf of their clients, including busy phone lines, lengthy wait times, and delayed responses. These communication barriers not only hinder advisers' ability to provide timely assistance but also exacerbate stress and anxiety for clients awaiting resolution of their debt issues.
Work with us
This is why we have begun work to advocate for the introduction of adviser only communications channels for creditors and service providers.
Explore our report, briefing and good practice guide in the Resources section below. To get involved in the work, contact policy@moneyadvicescotland.org.uk
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This guide sets out adviser only communication channels can be implemented, sharing examples of good practice and insight from advisers and organisatons who already have them in place
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This briefing provides an overview of Money Advice Scotland’s Adviser Only Helpline campaign and the evidence underpinning it.
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This report sets out why we're calling for Adviser Only Helplines. It explains the need for direct and effective communication channels between advisers and creditors/service providers, and highlights benefits for all involved.
Resources
Please see our resources for information on the Adviser Only Helplines campaign below.
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Adviser Only Helplines briefing
March 2026
A summary of the campaign, key evidence, and policy recommendations.
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Adviser Only Helplines best practice guide
March 2026
Practical guidance for implementing effective adviser-only communication channels.
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Adviser Only Helplines report
April 2024
Research findings and recommendations supporting the case for adviser-only helplines.