Handling Hardship Requests
When a customer says they genuinely cannot pay right now, a measured response often recovers more than a hard line.
What you'll learn
- How to recognise a genuine hardship request
- How to respond fairly while protecting your position
- How to structure a workable arrangement
- Where to point customers for free support
6 min read
Listen first
A hardship request is a signal, not a tactic to dismiss. Hear the customer out, ask what has changed, and find out what they can realistically manage. Treating people respectfully tends to keep them engaged and paying, whereas an aggressive response often pushes a recoverable debt towards a dispute, a complaint, or formal insolvency where you may recover far less.
Respond fairly
Acknowledge the request promptly and consider it on its merits. A short, sensible accommodation — a brief extension or a manageable instalment plan — can preserve both the relationship and the eventual payment. Keep the arrangement in writing, confirm the figures and dates, and make clear what happens if payments are missed. Fairness and clear records protect both sides.
Structure an arrangement
Where you agree a plan, keep it realistic and specific:
- a payment amount the customer can actually meet;
- clear dates and a method of payment;
- what happens if an instalment is missed;
- a note of any interest or charges, stated plainly.
A plan that is too ambitious simply fails, so set it at a level that has a real chance of being honoured, and where a customer is struggling, consider referring them to financial counselling alongside the plan.
Point to free support
If a customer is genuinely struggling, it is appropriate and kind to mention that free, independent help exists. The National Debt Helpline (1800 007 007) offers free, confidential financial counselling. Signposting support is not a weakness — a customer who gets their finances in order is more likely, in time, to pay what they owe.
A note on advice
This is general information only, not legal, financial, or tax advice, and you are not giving the customer advice either. Encourage them to seek independent support, and obtain your own advice on any obligations that apply to you.
Key takeaways
- Hear out a hardship request before reacting.
- A fair, written arrangement often recovers more than pressure.
- Set instalments at a level the customer can realistically meet.
- Mention free support such as the National Debt Helpline (1800 007 007).
Frequently asked questions
Do I have to accept a hardship request?
Consider each request fairly on its merits; what is appropriate depends on your circumstances and any obligations that apply. General information only.
Should I charge interest during a hardship plan?
If you do, state any interest or charges plainly and keep the arrangement realistic. Seek advice on what is appropriate.
Where can a struggling customer get free help?
The National Debt Helpline on 1800 007 007 offers free, confidential financial counselling.
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