Financial Support For Carers

Helen doesn’t know how to help Alice with her financial problems

Helen and Alice's story

Alice hadn’t been herself for a few weeks. She was anxious and withdrawn, and her carer, Helen, thought she hadn’t been sleeping very well. At first she didn’t know what was wrong, but she knew Alice would tell her in her own time.

By the time Helen found out what had been going on, Alice was in real difficulty. The debt on her credit card had built up higher than Alice could afford to repay and now she was cutting back on her food shops to save money, but the letters were still coming. Helen wanted to help sort things out, but she didn’t know if she could.

When they sat down to talk about it, Alice told Helen that:

  • the latest gas and electricity bill hadn't been paid
  • she’d stopped opening her post because there were so many red letters

How Barclaycard helped

Helen and Alice went through the unopened letters and missed payment reminders together. Seeing a phone number on one of the letters, Helen rang us to talk about Alice’s situation and got through to one of our support team, Paul.
 

  • Helen explained her concerns to Paul and he listened to everything she had to say, asking questions about Alice’s health and circumstances to understand the situation better

  • Paul established Helen’s relationship with Alice and explained that he couldn’t talk about the details of Alice’s account without her permission – but told her what information she could gather for Alice and how Barclaycard can help
  •  Paul asked Helen’s permission to share the issues they’d discussed with Alice and his colleagues, when it was relevant to finding a solution. Before the call was over, they’d established their next steps in helping support Alice


Helen felt so helpless because she knew she couldn’t manage Alice’s finances for her. But speaking to Paul made all the difference. Together they put in place some practical steps to support Alice and ease her difficulties.

Does your story sound like Helen and Alice's?

Not being able to help someone when something is causing them stress can be both frustrating and upsetting. We can’t always talk to you about somebody’s account, but we can offer the advice and guidance you need to support them.

We’re not here to make it worse – we really are here to help

We know it can be frustrating not being able to help directly, but if you get in touch with us, you’ll already be helping a lot.

Depending on the situation and what permission you have, we’ll be able to offer appropriate guidance and support. When you call, we'll check you have authority to speak on behalf of your relative, friend or client.

If we're not able to talk to you about the account, we'll let you know. Your concerns will be recorded so they can be looked into, and if we need to share anything you've told us we'll ask your permission first. It's important we really understand the situation, so we may ask after your relative, friend or client's health and what it is that's preventing them from calling us.

Before you go, we'll confirm that we've understood and discuss the next steps to help the account holder.

Please get in touch to find out how we can help

Speak with our support team on:

0800 0511119
Calls to 0800 and 0808 numbers are free from UK landlines.
Mobile charges may vary.

0330 1595981
Calls to 03 numbers use free plan minutes if available – otherwise they cost the same as calls to 01/02 prefix numbers.

The line is free and open 8am - 6pm Monday to Friday, and 9am - 2pm Saturday.

Or alternatively...

Write to us at:
Barclaycard Centre
Norwich way
Kirkby Town Centre
Knowsley
L32 8UY

Other ways you can get help

If you're struggling with a few different debts or money worries in general, there are organisations that may be able to help:

StepChange logo

StepChange is the UK's largest provider of genuinely free independent debt advice and managed solutions, helping almost 600,000 people a year resolve problems, repay debts and rebuild lives.

National Debtline logo

The National Debtline offers free independent support for advice on how to deal with your debts, including live online webchat with a National Debtline advisor.

Money Advice Service logo

The Money Advice Service provides a range of free and impartial money advice over the phone and online, including tools and calculators to help you manage your finances.

To protect the privacy of our customers, we have used photographs of actors and fictitious names, but they are based on real situations.

 

How close are you to a Debt Problem?

If you're worried that you need help with your finances then you can try StepChange Debt Charity's 60-second debt test.  By answering a few simple questions they'll be able to tell you if you need debt advice.

StepChange Debt Charity 60-second debt test


Chat with a National Debtline advisor

National Debtline is a third party charity offering free independent advice on how to deal with your debts. For practical advice about your options, chat online with a National Debtline advisor*.

Chat online with a National Debtline advisor

 

*By clicking this link you’ll leave Barclaycard and be transferred to National Debtline – never reveal your account details, PIN or passwords to third party organisations or advisors.