Call for financial services and debt advice sector to provide neurodivergent support

New research commissioned by debt charity StepChange and Equifax has uncovered the profound and often hidden financial challenges faced by neurodivergent individuals.

The research, which combined an online survey with in-depth interviews of neurodivergent individuals experiencing debt, found that almost all survey respondents (97%) felt that being neurodivergent presented challenges when it came to managing their debt. Despite this, almost two in three (64%) did not seek help from their creditors.

Feeling overwhelmed (73%) and anxious (72%) were among the biggest reasons people didn’t seek support from creditors, closely followed by feeling negative stigma about their debt (60%). Less than a third (32%) of those who sought debt advice told the debt advice service that they were neurodivergent.

Participants with ADHD, autism, or both described difficulties with impulsive spending, tracking income and outgoings, missing payment deadlines, and managing creditor communications. When engaging with financial services or accessing debt advice, there is no one size fits all approach for supporting neurodivergent clients. Participants emphasised the need for a debt advice journey that offers flexibility and choice – three in five (61%) survey respondents said that being provided with a choice in how to communicate, whether through verbal or non-verbal channels, would have made their experience with debt advice easier.

The study suggests improvements, including proactive disclosure prompts and clear messaging about neurodivergent support. Comprehensive staff training to foster understanding and empathy. Offering flexible and responsive communication options – 61% of those who lacked helpful support expressed they would have greatly valued this choice. Simplifying information and processes, breaking down complex tasks into manageable steps. Providing direct assistance with tasks like budgeting and form-filling, especially for those with ADHD. Implementing regular, friendly reminders and nudges for upcoming payments or appointments. Exploring “body double” support, where a trained individual or family member assists with tasks and developing debt trackers that provide positive reinforcement and a sense of progress.

Vikki Brownridge, Chief Executive at StepChange Debt Charity, said “The findings of this research present a crucial opportunity for financial services and the debt advice sector to shape a more inclusive offering which is informed by lived experience. Stigma and embarrassment already prevent many people from seeking help with debt — and it’s vital that neurodivergent individuals aren’t left to navigate a system that reinforces these barriers. At StepChange, we’re committed to learning from these findings and reviewing our services to ensure they offer flexibility, accessibility, and choice. We offer advice online with phone support, and we will continue to strive to make these differentiated pathways as accessible as possible for truly inclusive support.” 

Sue Owen-Bailey, Head of ESG at Equifax UK, said “At Equifax, we recognise that a deeper knowledge of an individual’s financial situation, flexible engagement channels and empathetic communications can lead to better outcomes for businesses and consumers alike. Societal recognition and awareness of neurodiversity is rising, and our joint research shows how this must extend to our financial lives too and the ways in which the industry as a whole can help improve financial inclusion.”