Financial Support For Carers
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 She was anxious and withdrawn, and her carer, Helen, thought she hadn’t been sleeping very well.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.
You're not alone - we're 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.
Get in touch to find out how we can help
Speak with our support team on:
Calls to 0800 number are free from UK landlines. Mobile charges may vary.
The line is free and open Monday to Friday 8am to 9pm, Saturday and Sunday 9am to 9pm.
Use the Barclaycard app
Talk to us anytime using our 'Chat' service. You can find it under 'Contact us' on the help page. It's secure and easy to use and if we can't answer you immediately we'll send you a notification when we reply, so there's no need to wait.
Write to us at:
Kirkby Town Centre
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:
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.