MAT > Training and resources > 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 mental health problems 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?
  • Identify what a mental health problem is
  • Recognise why it is important to take mental health problems into account
  • Recognise the difference between a range of mental health problems
  • Identify reasons why customers may not disclose their mental health problem to a creditor
  • Recognise ways a mental health problem can affect a customer’s ability to cope with their finances
  • Identify ways to deal with an initial disclosure of a mental health problem
  • Recognise other techniques for helping customers with different mental health problems 
Benefits to you:
  • Improve your debt recovery rates
  • Enhance your reputation as a responsible company that treats customers fairly
  • Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
  • Improve broken repayment arrangements, and minimise the likelihood of additional financial costs, and a worsening of the customer's mental health
  • Help meet your legal responsibilities under the Mental Capacity Act and Data Protection Act, and your wider regulatory requirements
mentalhealth.pngTraining options
  • In-house: we come to you and deliver a one-day session customised for your staff
  • E-learning: a 30-40 minute e-learning package that can be completed online
  • Bespoke consultancy: we work with you to develop training, policies and principles that take your workplace practices into account
Contact us for more information
Contact Henna Mian at the Money Advice Trust:
About the Money Advice Trust
The Trust has played an important role in developing and promoting best practice advice, training and consultancy through our research and policy work.
Our courses are updated regularly with the latest industry standard policies and procedures.
We also gain insight through the work we do with our own services;
  • National Debtline - more than 400,000 people supported last year
  • Business Debtline - more than 50,000 people supported last year
Henna Mian
Learning solutions consultant
020 7653 9734
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