BEST PRACTICE Guides to improving emotional and financial wellbeing

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.

A 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.

Making 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.

A guide for energy firms on supporting customers with mental health problems

How firms can help to support their customers through the energy crisis.

The 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.

Best 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.

Best practice checklist: employers

How employers can support people with their money and mental health.

Best practice checklist: Debt advice providers

Half of people in problem debt have a mental health problem. This checklist sets out how debt advice providers can make their services more accessible for people with mental health problems.

The need to know: Understanding and evidencing customers’ mental health problems

In partnership with the Money Advice Trust, and with support from UK Finance, this guide is designed help creditors support customers affected by debt and mental health problems.

Best practice checklist: social landlords

How local councils and housing associations can better support their tenants experiencing money and mental health problems.

Best practice checklist: banks and current account providers

Ten steps that banks and current account providers can take to improve the financial and emotional wellbeing of their customers.

Best practice checklist: credit card providers

How credit card providers can better enable customers with mental health problems to control their spending and access to new credit.

Best practice checklist: credit reference agencies

What credit reference agencies can do to support the financial and emotional wellbeing of consumers.

Best practice checklist: insurers

How insurers can better support customers experiencing mental health problems and financial difficulty.

Best practice checklist: telecoms providers

Eight steps telecoms providers can take to better support customers experiencing mental health problems or financial difficulty.

Best practice checklist: energy and water suppliers

The steps that energy and water suppliers can take to support their customers’ financial and emotional wellbeing.

Join our professional network here to keep up to date with the latest updates on best practice and supporting customers in vulnerable situations.