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.
This is why we've began work to advocate for the introduction of adviser only communications channels for creditors and service providers.
Click the buttons below to read our report, briefing, and best practice guide, and contact [email protected] if you'd like to get involved in this work.
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 Read more
This briefing provides an overview of Money Advice Scotland’s Adviser Only Helpline campaign and the evidence underpinning it. Read more
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. Read more