Helping People Who Need Extra Support Understand Money Better

Guest post by Holly Dodd

We all have to deal with money-related services at some point, whether that’s opening a new bank account or trying to find the best deal for a phone bill.

Financial matters can be a headache for all of us to deal with, but it can be even more challenging for vulnerable customers and those who find financial matters confusing.

So, let's take a look at what services can do better, as well as how people can take steps to better understand their finances. 

The Problem: Confusing Financial Info

Financial services (such as banks and lenders) tend to use complicated language, make it difficult to contact them and send unclear letters.

The FCA (Financial Conduct Authority) published a report on March 7th 2025, which reviewed whether firms are doing as much as they should to understand and respond to the needs of vulnerable customers. Their research found that firms are often flexible to meet the needs of customers, but that “consumers continue to report challenges, particularly if they have multiple characteristics of vulnerability.”

Data from Research in Finance also reflects that firms could do more to communicate effectively and clearly with vulnerable customers.

They found that customers with low financial capability (meaning they may struggle to manage or understand financial matters and jargon) were keen for firms to do more in this area. When asked how asset managers could improve customer experience, investors with low financial capability highlighted some issues:

●      41% wanted a way of making contact easier

●      41% wanted easier-to-understand information

●      31% wanted information that is easier to find.

Why Extra Support Matters

Managing money isn’t always straightforward for everyone. If someone is going through a difficult time, such as experiencing grief, financial matters can add an extra layer of stress, especially if there’s complicated jargon involved. If someone has a learning disability like autism or dyslexia, financial matters can be challenging to understand. Some people may already be feeling overwhelmed by their finances or have anxiety, so complicated messages and unclear communication can make this much worse. Many people in the UK require additional support in understanding what things mean, and that’s perfectly normal and okay.

What Needs to Change (And What’s Being Done)

Companies are now being asked to “test” their letters, emails and websites on real people to check if they actually make sense. Here are some ways they’re doing this:

●      Using more transparent and straightforward language

●      Tailoring their communications to match their target audience

●      Improving accessibility on their website.

●      More firms are providing additional support, like phone lines for vulnerable customers.

What You Can Do If You Feel Overwhelmed

It’s okay to ask questions, seek clarification, and request information in a simpler format. Also, don't be afraid to ask for written follow-ups or clear action points if you feel it would be helpful. Some services have a dedicated phone line for vulnerable customers, which they can use to feel more comfortable and understood. This is a personal choice, but some individuals with mental health problems let their bank know so they can make necessary changes. If you have a family member or friend who is particularly knowledgeable about finances, ask them to break complicated information down for you.

Alternatively, free advice services, such as StepChange, MoneyHelper and Citizens Advice, can help if you feel overwhelmed.

You’re only human, and it’s perfectly normal if you need extra support to understand your finances better. Understanding your finances is crucial if you want to make informed choices, and hopefully, this article has provided you with some helpful insights into how to access the extra help you need.

Written by Holly Dodd, a freelance writer dedicated to shedding light on topics that are often overlooked or misunderstood. With a passion for raising awareness, she hopes to spark meaningful conversations that can lead to real change. You can reach her at holly.dodd@thewritersdiary.co.uk.