Money Advice Trust > For creditors > Training and consultancy for companies > Supporting customers with mental health problems

Supporting customers with mental health problems


Every year, one in four adults will experience a mental health problem.

Being aware of the range of mental health problems and their impact is a vital part of understanding your customers and achieving the right outcomes for your organisation or business.
Course outline
This is an in-depth course to support and develop your specialist teams so that they can recognise common mental health problems and understand their role in helping customers get the help they need.
Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers. 
What’s covered?
  • What a mental health problem is
  • Why it is important to take mental health problems into account
  • The difference between a range of mental health problems
  • Why customers may not disclose their mental health problem to a creditor
  • Ways a mental health problem can affect a customer’s ability to cope with their finances
  • Ways to deal with an initial disclosure of a mental health problem
  • Other techniques for helping customers with different mental health problems
Benefits to you:
  • Improve your reputation as a responsible organisation that treats customers fairly
  • Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
  • Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
  • Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
  • Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)
mentalhealth.pngTraining options
  • In-house: we come to you and deliver a one-day session customised for your staff. This includes access to e-learning as a pre-course module
  • E-learning: a device responsive 30-40 minute e-learning package
  • Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account
Contact us for more information

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Why choose our training? 
  • Our expertise: Our training is led by senior consultants Chris Fitch and Colin Trend who created industry-wide models, including TEXAS and IDEA, to identify and support people in vulnerable circumstances. We also train the majority of the debt advice sector
  • Practical: Our training is designed with your staff in mind, and the roles they occupy. It is more than ‘awareness raising’ training as it describes how to practically respond to everyday challenges in your sector
  • Decades of experience: Our training draws on the insight we’ve gained across our National Debtline and Business Debtline services that support hundreds of thousands of people yearly
  • Proceeds go to the Money Advice Trust: Your money is reinvested into the Trust, and our National Debtline and Business Debtline services
  • Up-to-date content: Our courses are updated regularly with the latest research into vulnerabilities

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