Our approach

DebtClearPlans is committed to treating every customer fairly and with respect. We recognise that vulnerability can affect how people engage with financial information and decisions.

Where a customer may be vulnerable, we aim to provide clear communication, extra time, and practical support so they can make informed decisions without pressure.

What vulnerability can include

• Mental or physical health conditions
• Recent bereavement, relationship breakdown, or major life event
• Low confidence with financial terms, digital tools, or paperwork
• Temporary financial shock such as job loss or reduced income

Support we can offer

• Plain-English explanations and slower-paced conversations
• Calling back at a more suitable time
• Repeating key points and summarising next steps clearly
• Signposting to free independent debt support where helpful

If you need additional support, please tell us when you request your callback so we can adapt our approach.