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 She was anxious and withdrawn, and her carer, Helen, thought she hadn’t been sleeping very well.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:
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 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.
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.
Calls to 0800 and 0808 numbers are free from UK landlines.
Mobile charges may vary.
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 – 9pm Monday to Friday, and 9am – 4pm Saturday.
To protect the privacy of our customers, we have used photographs of actors and fictitious names, but they are based on real situations.