People with mental health problems are three times as likely to be in financial difficulty. Service providers have the power to dramatically improve the financial and emotional wellbeing of their customers by introducing new tools, settings and processes that help customers with mental health problems manage money successfully. This page is an evolving hub of vulnerable customer best practice guides which support firms to do just that.
Best practiceDebt collection: A best practice guide for telecoms suppliers
How telecoms suppliers can support their customers with money and mental health problems.
April 02, 2025Debt collection: A best practice guide for water suppliers
How water suppliers can support their customers with money and mental health problems.
April 02, 2025Debt collection: A best practice guide for energy suppliers
How energy suppliers can support their customers with money and mental health problems.
April 02, 2025A best practice guide for mortgage lenders
How firms can support their customers with money and mental health problems.
November 29, 2024A best practice guide for insurers: Supporting customers with mental health problems
Steps that insurers can take to support customers with mental health problems through the customer journey, from applying to making a claim.
March 29, 2023Making it easier for consumers to disclose a mental health problem
In collaboration with the Money Advice Trust, these practical guides will help essential services firms support more people with mental health problems to disclose their condition.
November 09, 2022A guide for energy firms on supporting customers with mental health problems
How firms can help to support their customers through the energy crisis.
April 20, 2022The Equality Act and Mental Health: A practical guide for essential services firms
Practical, tangible changes firms could make to help ensure they comply with the Equality Act 2010 and better support their customers with mental health problems.
March 02, 2022Best practice guide for banks and building societies: Gambling
Our best practice guide for banks and building societies sets out how you can support customers experiencing gambling harm.
July 20, 2021Best practice checklist: employers
How employers can support people with their money and mental health.
February 03, 2021