Commissioned by StepChange, supported by Equifax, this innovative report* delves into the seldom-explored intersection of neurodivergence and debt management, revealing critical insights into why standard debt advice journeys often fail those with cognitive differences.
This report looks further than just debt management; it offers pathways to greater financial inclusivity, continuing the momentum of both StepChange and Equifax in their commitment to accessible financial support.
Key focus areas:
The Neurodivergent Experience of Debt: Understanding the unique challenges that lead to financial difficulty.
Barriers to Engagement: Identifying specific points in the debt advice process where neurodivergent clients avoid or abandon support.
The Disclosure Gap: Exploring why individuals choose not to disclose their neurodivergence and the insufficient support offered when they do.
A Path to Inclusivity: Developing a set of 10 actionable principles for the debt advice and wider financial services sector to create universal, accessible support.
said being neurodivergent makes it at least sometimes harder to manage their debt.
Only 32% disclosed their neurodivergence to the service they contacted.
Of those who did, just 19% were offered support they found helpful.
Debt management is inherently challenging
Most survey participants found managing debt difficult.
Tracking finances, missing payment deadlines and making impulse purchases are often problem areas.
Services are not set up to help
Less than 1 in 5 found they could access helpful support options, even after disclosing their neurodivergence.
A major gap between awareness and provision of effective help within service providers has been identified.
Discomfort towards disclosure
Only 1 in 3 survey respondents informed a debt advice service of their neurodivergence.
Most are navigating debt management without help due to concerns over judgement or lack of belief that support exists.
Flexibility is key
61% of respondents believe that broader communication options would have improved their experience.
Offering a ‘omnichannel’ approach and flexible processes are vital to engagement.
Nearly two thirds of neurodivergent people require flexible communication channels – how can your organisation change to accommodate this need?
Only 19% of disclosures lead to useful interactions – what frameworks should be in place to provide effective support to all?
The report outlines 10 Key Principles for inclusive debt management – do your customer service standards cover every principle or are there areas where you can do more?
The full report offers tangible strategies and practical considerations to help lenders, creditors, and debt advice providers improve accessibility and better support neurodivergent customers.
From communication design to service delivery, the findings provide a roadmap for creating fairer, more inclusive financial systems.
* Based on an online survey of 278 neurodivergent individuals struggling with debt and 30 in-depth interviews
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