Support Hub
Find the help you’re looking for
We understand you might sometimes need extra assistance. We’ve set up this page to help you access important information and support more easily. Whatever your circumstances, we’ve got a range of information here for you to use. Don’t worry, you can still contact our customer support team. This is an extra option for you.
Vulnerability topics
When talking about vulnerability, we mean people in difficult situations who might need extra help. This support hub makes sure that all our customers are able to get the help they need and can work on their financial goals.
Financial worries
We know the current economic situation is taking its toll on people and their finances. While we don’t offer financial advice, we want everyone to be able to access the advice they need. This section will show you tips, organisations and charities that could help you.
Payment holidays
If you’re struggling to make payments, you may be able to ask lenders for a payment holiday. This is an agreement between you and your lender to pause or reduce payments for a length of time.
While a helpful option it’s important to note that:
- Different lenders may assess the request differently and can deny your request. If that happens, it’s worth asking them for more information about why your request was denied.
- Interest and other charges may still apply during the payment holiday.
- A payment holiday shouldn’t leave missed payments on your credit report. But, the payments you don’t make could be treated as arrears. Your lender may even send a default notice depending on how long the payment holiday is.
Breathing space
Do you want financial advice for your debt? The government’s Breathing Space scheme may help. This scheme is for those living in England and Wales. You can get temporary protection from your creditors while you get debt advice and make a plan. You can get temporary protection for up to 60 days but you’ll still need to make your debt repayments.
If you do get it:
- enforcement action cannot be taken against you
- your creditors cannot contact you about debts included in your Breathing Space
- your creditors cannot add interest or charges to your debt
For people living in Scotland, you may be able to apply for a ‘Debt Moratorium Period’, which you can find more information about here. Read our FAQ to see how you can apply for Breathing Space.
You won’t be able to apply for Breathing Space if:
- You’re on a Debt Relief Order (DRO)
- You have an Individual Voluntary Arrangement (IVA)
- You have an undischarged Bankruptcy
- You’re subject to an Interim Order
- You’ve already been on the Breathing Space scheme in the past 12 months
Money wellness
We’ve partnered with Money Wellness. They're a free, impartial budgeting and debt advice provider. So, if you feel like you need some help, click here to complete their quick questionnaire. Their expert advisors will then reach out to support you with budgeting advice or debt solutions, based on your situation. They can help you with:
- Managing debt
- Cost of living support
- Budgeting support
- Finding out what benefits or government support you’re eligible for
Our monitor service
Our Monitor feature (exclusive to the TotallyMoney app) lets you track the balance of your main bank account, plus the monthly bills and payments that are paid from this account. All you need to do is connect your bank account through open banking.
It’s designed to give you better control over your finances — you’ll see which of your monthly bills have an impact on your credit score.
Perks of this feature:
- It shows what your account balance will be after all your regular monthly payments are paid. We call this your balance after bills. Plus, it shows a list of your bills and payments for that month.
- You can set a start date for the month to suit whichever day is best for you. For example, your start date might be after payday, or after one of your biggest bills have been paid. We’ll calculate your balance after bills starting from this date.
- On top of this, we’ll let you know when your balance is getting low, so you can stay on track and try to avoid missing payments or using an overdraft.
Helpful tip
To use this feature, you’ll need to download our TotallyMoney app, if you don’t have it already, and then connect to your main bank account. You may find the below FAQs useful.
To use this feature, you’ll need to download our TotallyMoney app, if you don’t have it already, and then connect to your main bank account. You may find the below FAQs useful.
Cost of living guide
The rising cost of living has affected many people's finances and it can be hard to know what you can do. If you need some helpful tips, check out our cost of living guide here.
More organisations that could help
We’ve put together a few more organisations below that may be able to help you in different ways. Take a look.
The Citizens Advice Bureau can provide information for many situations and can offer advice based on your specific circumstances.
Telephone: 03444 111 444 (England)
https://www.citizensadvice.org.uk/A specialist debt charity offering free, confidential advice on any aspect of debt. You may also find it helpful to look at their pre-call checklist before contacting them
Telephone: 0800 043 40 50
Pre-call information checklisthttps://www.debtadvicefoundation.org/National Debtline is a free debt service available to residents of England, Wales and Scotland.
Telephone: 0808 808 4000
https://www.nationaldebtline.org/MoneyHelper is set up by the Government. They offer free advice and guides to help you improve your financial situation. They also have tools and calculators to help you keep track of your payments and plan ahead.
Telephone: 0800 138 7777
https://www.moneyhelper.org.uk/enMoney Advice Trust offers free, impartial debt advice, helping people to tackle their debts and feel more confident managing their money.
https://www.moneyadvicetrust.org/PayPlan offers free debt management plans and advice if you’re struggling with debt.
Telephone: 0800 280 2816
https://www.payplan.com/StepChange is a non-profit debt charity. They can’t give financial advice but can offer financial guidance to your situation.
Telephone: 0800 138 1111
https://www.stepchange.org/Mental health
We know that mental health and financial issues can exist together in a vicious cycle. If you struggle with your mental health, this can make it more difficult to earn and manage money. This can lead to more stress and anxiety that only worsens your mental health. The cycle can repeat for a while before people actually seek the help and support they need. Below is a list of organisations that could help you.
General mental health support
If you’re struggling with your mental health and need urgent advice or support, call the NHS on 111 who can direct you to where to get help.
Telephone: 111
https://www.111.nhs.uk/Mind is a mental health charity offering a wide range of information, advice and services to people with mental health problems.
Telephone: 0300 123 3393
https://www.mind.org.uk/Samaritans helps those who have suicidal thoughts or have been affected by suicide. Their phone lines are open 24 hours a day, every day of the year. And it’s completely free to call them from a landline or mobile.
Telephone: 116 123
Contact Samaritanshttps://www.samaritans.org/Anxiety
Anxiety UK helps those with anxiety disorders get the support they need. This includes therapy, helpline services and online courses.
Telephone: 03444 775 774 (9.30am - 5.30pm Mon-Fri)
Text: 07537 416 905
Email: [email protected]
https://www.anxietyuk.org.uk/No panic helps people who suffer from anxiety disorders such as panic attacks, phobias and OCD.
Telephone: 0300 772 9844 (10am-10pm, 7 days a week)
Email: [email protected]
24h crisis linehttps://www.nopanic.org.uk/A national charity run by those who have lived experiences with OCD. They offer online support groups and lots of useful information. This could help you better understand OCD and how to manage it day-to-day.
Telephone: 01332 588 112
Email: [email protected]
https://www.ocduk.org/A UK-based charity specialising in supported self help for people with phobias, OCD and other anxiety disorders. They also offer weekly virtual support groups.
Telephone: 01225 571 740
Email: [email protected]
https://www.topuk.org/Depression
Offers support and information to those with postnatal depression, their partners or families. The support they provide is virtual so you can reach out to them by telephone or email.
Telephone: 0207 386 0868 (10am-2pm Mon-Fri)
Email: [email protected]
https://www.apni.org/Bipolar UK supports those who have bipolar, their families and carers. They have their own online forum and can help you find local support groups. They also offer further advice and information by phone or email.
Email: [email protected]
https://www.bipolaruk.org/A national organisation that supports those who have or still have depression, and the people that care for them.
Email: [email protected]
https://www.depressionuk.org/PANDAS are a charity helping those and their families who are suffering with perinatal mental illness, such as prenatal and postnatal depression.
Telephone: 0808 1961 776 (11am-10pm, 7 days a week)
Email: [email protected]
https://www.pandasfoundation.org.uk/Self Harm
Harmless provides access to products and services to thousands who are struggling with self-harm or at risk of suicide.
Email: [email protected]
https://www.harmless.org.uk/The National Self Harm Network is an online support forum supporting those who self harm. They also raise awareness of self-harm to combat discrimination.
https://www.nshn.co.uk/A UK charity offering direct support to women and girls affected by self-injury, trauma and abuse. They provide reliable information, expert training and specialist consultancy.
Telephone: 0808 800 8088 (7pm-9.30pm, Tues and Thurs)
Text: 07537 432 444
Email: [email protected]
https://www.selfinjurysupport.org.uk/Suicide
Campaign Against Living Miserably is a UK charity taking a stand against suicide. They offer guides, tips and advice on how to support yourself and others struggling with suicidal thoughts.
Telephone: 0800 585858 (5pm-12am, 7 days a week)
https://www.thecalmzone.net/Samaritans helps those who have suicidal thoughts or have been affected by suicide. Their phone lines are open 24 hours a day, every day of the year. And it’s completely free to call them from a landline or mobile.
Telephone: 116 123
Contact Samaritanshttps://www.samaritans.org/Physical health
We know that your physical health can affect your financial situation. We’ve got a variety of organisations in this section that may be able to help you with your physical health.
Is your physical health making it hard to manage your finances or make payments? If yes, you may find the information in the Financial Worries section useful. If you’re struggling with your mental health instead, check out the ‘Mental health’ section.
Organisations that could help
Alzheimer’s Society is a UK care and research charity for people with dementia and their carers.
Telephone: 0333 150 3456 (9am-8pm Mon-Weds, 9am-5pm Thurs & Fri, 10am-4pm Sat & Sun)
https://www.alzheimers.org.uk/Diabetes UK is the leading UK charity that helps people affected by diabetes.
Telephone: 0345123 2399 (9am-6pm Mon-Fri)
https://www.diabetes.org.uk/Macmillan Cancer Support is one of the largest British charities. They offer specialist health care, information and financial support to people affected by cancer. It also looks at the social, emotional and practical impact cancer can have.
Telephone: 0808 808 00 00 (8am-8pm Mon-Sun)
Contact MacMillanhttps://www.macmillan.org.uk/Marie Curie provides care and support for people living with any terminal illness, and their families.
Telephone: 0800 090 2309 (8am-6pm Mon-Fri, 11am-5pm Sat)
https://www.mariecurie.org.uk/The Office of the Public Guardian (OPG) helps people in England and Wales stay in control of health and finance decisions. They also make important decisions for others who cannot decide for themselves.
https://www.gov.uk/government/organisations/office-of-the-public-guardian/Parkinson’s UK aims to improve the quality of life for people affected by Parkinson’s and find a cure for the condition.
Telephone: 0808 800 0303 (9am-6pm Mon-Fri, 10am-2pm Sat)
https://www.parkinsons.org.uk/The Royal National Institute of Blind People is one of the UK’s leading sight loss charities. It’s also the largest community of blind and partially-sighted people. They offer information, support and advice.
Telephone: 0303 123 9999 (8am-8pm Mon-Fri, 9am-1pm Sat)
Email: [email protected]
https://www.rnib.org.uk/advice/Life events
Major life events can happen at any moment and often when we least expect it. These can have a knock-on effect with other aspects of your life and affect your finances.
Grief (bereavement)
Experiencing the loss of a loved one can be devastating. If you need some support dealing with your grief, the following organisations could help you get back on your feet.
AtaLoss helps grieving people find the support and information they need. They also provide a live chat where you can chat with a bereavement counsellor.
Telephone: 0800448 0800
Text: 07860 022814
https://www.ataloss.org/A free helpline service, providing practical information and advice to people experiencing a bereavement.
Telephone: 0800 634 9494 (9am-5pm, Mon-Fri)
https://www.bereavementadvice.org/Child Bereavement UK offers free, confidential bereavement support to individuals, children and families. This can be virtually and in person.
Telephone: 0800 028 8840 (9am-5pm Mon-Fri)
Email: [email protected]
https://www.childbereavementuk.org/Citizens Advice offers lots of information on what to do after a death — such as how to register a death, how to deal with financial affairs, how to cover and manage a funeral and how to make a will.
https://www.citizensadvice.org.uk/family/death-and-wills/what-to-do-after-a-death/Cruse Bereavement care is the UK’s leading bereavement charity, helping grieving people find support and information. They also campaign to ensure those struggling have their voices heard.
Telephone: 0808 808 1677 (9.30am-5pm Mon & Fri, 9.30am-8pm Tues, Weds & Thurs)
Email: [email protected]
https://www.cruse.org.uk/The only UK-based organisation providing peer-led support to adults who have lost someone to suicide. They offer safe and confidential spaces where people can share their experiences and gain support.
Telephone: 0300 111 5065 (9am-9pm, 7 days a week)
Email: [email protected]
https://www.uksobs.com/Domestic Abuse
Anyone can be a victim of domestic abuse which is more than physical violence. We know it’s a difficult situation but if you feel safe, the resources below could help you find your next steps.
Refuge is a charity that supports people who are or were victims of domestic violence. They aim to empower women and children so they can rebuild their lives, free from violence and fear. They have a range of life-saving and life-changing services, and give a voice to the voiceless.
Telephone: 0808 2000 247 (24 hour helpline)
https://www.refuge.org.uk/A confidential helpline offering support to male domestic violence victims and their supporters. They offer advice and emotional support. They also signpost to other services that help keep the victim’s children safe.
Telephone: 0808 8010327 (10am-5pm Mon-Fri)
Email: [email protected]
https://www.mensadviceline.org.uk/A charity supporting LGBTQ+ people who are experiencing or have experienced domestic abuse. They operate a helpline which offers advice and information. They also offer referrals and medical support to those who need it.
Telephone: 0800 999 5428 (10am-8.30pm Mon-Thurs, 10am-4.30pm Fri)
Email: [email protected]
https://www.galop.org.uk/get-help/helplines/Gambling
There are many different types of gambling, and some are more obvious than others. Gambling can include:
- Betting online or in-person
- Entering lotteries or buying scratch cards
- Using online casinos
Although low levels of gambling aren’t usually something to worry about, it can be easy for gambling to get out of hand. This can impact a person’s finances, health and relationships. But at what point does gambling become a problem? Here are some signs that someone may be struggling with a gambling problem:
- Hiding or lying about gambling
- It starts to impact a person’s finances or ability to manage their finances
- Changes in mood or behaviour
- Gambling more to cover financial losses
- It starts to cause problems with family & friends
If you think that you or someone you know may have a gambling problem, here are some organisations that can help:
Gamblers Anonymous is a fellowship of people who meet regularly to share their experiences, without judgement. They also have a forum, chat room and other useful content to support those struggling with gambling.
Telephone: 0330 094 0322
Email: [email protected]
https://www.gamblersanonymous.org.uk/Gamble Aware offers free and confidential support to anyone who is worried about their own or someone else’s gambling. You can take their quiz to see the impacts gambling may be having or use their spend calculator to see how much time and money is being spent on gambling. They work with GamCare so that their users can access GamCare’s live chat and helpline.
https://www.gambleaware.org/GamCare are the UK’s leading support provider to those struggling with gambling. They have a telephone helpline, a live and Whatsapp chat, as well as a forum and chatrooms.
Telephone: 0808 8020 133 (24 hour helpline)
Whatsapp: 02030318881
https://www.gamcare.org.uk/Homelessness
If you're without shelter or sleeping rough, Check out the organisations below.
Shelter helps millions of people each year that are struggling with homelessness. They do this by offering advice, support, and legal services.
Telephone: 0808 800 4444 (8am-8pm Mon-Fri, 9am-5pm weekends & bank hols)
https://england.shelter.org.uk/Crisis is the national charity for helping homeless people and those at risk of becoming homeless.
https://www.crisis.org.uk/Financial & economic abuse
Financial abuse can be subtle or overt. This includes controlling behaviour and limiting access to funds.
Surviving Economic Abuse is the only UK charity focused on economic abuse. They don’t offer direct support or advice but have lots of useful information. They also direct victims to the help and services they need.
https://www.survivingeconomicabuse.org/Victims of crime
Below are some resources that may offer support to victims of various crimes.
NAPAC is the UK’s leading charity that supports adult survivors of childhood abuse.
Telephone: 0808 801 0331 (10am-9pm Mon-Thurs, 10am-6pm Fri)
https://www.napac.org.uk/The Victims’ Information Service offers support and information to victims of crime. This includes how to report a crime, what to expect during an investigation and what the justice process is.
Telephone: 0808 168 923
https://www.gov.uk/guidance/victim-and-witness-services/Victim Support helps those affected by crime and traumatic incidents. They provide info and specialist services to help people cope and recover.
Telephone: 0808 1689 111 (8am-8pm Mon-Fri, 24 hours on weekends)
https://www.victimsupport.org.uk/