Referring to Financial Counselling
Pointing a struggling customer to free financial counselling can be the most constructive step you take — for them and for your chances of being paid.
What you'll learn
- What financial counselling offers
- Why referring can help recovery
- How to make a referral respectfully
- Which free services to mention
5 min read
What it is
Financial counselling is a free, independent, and confidential service that helps people in financial difficulty understand their situation and their options. Counsellors do not lend money or charge fees; they help individuals work through budgets, debts, and entitlements. For a customer who is overwhelmed, this kind of support can be the turning point that brings their finances back under control.
Why it helps you too
A customer who gets independent help is often better placed to deal with what they owe. Counselling can lead to a realistic budget and a workable plan, which in turn makes an arrangement with you more likely to be kept. Encouraging support is not giving the debt away — it frequently improves the prospect of a steady, achievable recovery over time.
How to refer respectfully
Keep the suggestion gentle and free of judgement. You might simply say that if money is tight, free and confidential help is available, and offer the details. Make clear it is independent of you and costs nothing. Never imply it is a punishment or a last resort. A respectful referral signals that you want a fair outcome, not just pressure, which helps keep the customer engaged.
Which services to mention
The National Debt Helpline on 1800 007 007 is a free, confidential national service that connects people with financial counsellors. It is a safe, well-known first point of contact to share. Where you also need professional help recovering a live commercial debt, handle that side through proper channels such as a debt referral.
A note on advice
This is general information only, not legal, financial, or tax advice. You are signposting independent support, not advising the customer, and you should seek your own advice on any obligations that apply to you.
Key takeaways
- Financial counselling is free, independent, and confidential.
- A supported customer is more likely to keep a payment plan.
- Refer gently, without judgement, and make clear it is free.
- The National Debt Helpline (1800 007 007) is a safe first contact.
Frequently asked questions
Does financial counselling cost the customer anything?
No. Financial counselling through services like the National Debt Helpline is free and confidential. General information only.
Will referring a customer hurt my chances of being paid?
Usually the opposite — independent help often leads to a realistic plan that the customer can actually keep.
Is financial counselling the same as a debt-recovery service?
No. Counselling supports the individual; recovering a live commercial debt is a separate matter handled through proper channels.
Knowledge is good. Getting paid is better.
Merion's team recovers what you're owed — commission-only, no upfront fee.