If you live in the UK, banks and other money companies must try to help customers who are struggling. This can include people with poor mental or physical health, or people under a lot of money stress. For free and private debt help, you can contact StepChange or use the MoneyHelper debt advice finder.

Your rights if you are a vulnerable customer

Rules from the Financial Conduct Authority say banks, insurers, and lenders must support customers who may need extra help. This can include:

• Easy-to-read information: They may give you letters in large print or Braille or use services to help you speak or listen.

• More flexible payments: If you are having a very hard time, they may pause payments for a short time, stop extra interest, or make a new payment plan.

• Trained support staff: They may have staff who know how to help, so you do not have to explain your situation again and again.

• Someone to help you: You may be able to choose a trusted friend, family member, or another person to help manage your money matters.

How to get help

• Contact your provider: Speak to your bank, lender, or insurer. Tell them you need extra help and ask for their support team or hardship team.

• Set up a Power of Attorney: If you have a long-term illness, such as dementia, you can choose someone to make money decisions for you by using a Lasting Power of Attorney (LPA).

Free UK groups that can help

If it is hard to speak to your bank or lender, or you need help with benefits or budgeting, these free groups may be able to help you:

• Citizens Advice: Free and private advice about debt, housing, and benefits.

• Money and Mental Health Policy Institute: Help and information for people dealing with money problems and mental health issues.

• National Debtline: A free helpline that gives debt advice and simple steps to help you deal with money problems.

• Samaritans: If you are very upset or worried about money, you can call them for free any time on 116 123.