Urgent Need for Additional Support From Financial Services and Debt Advice Providers for Neurodivergent People in Debt, as 73% Report Feeling Overwhelmed

New research commissioned by leading debt charity StepChange supported by global credit reference agency 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. Sarah Douglas, a StepChange client, was diagnosed with autism and ADHD at the age of 42 — a diagnosis which helped her better understand how these conditions had shaped her relationship with money. Sarah said: "Everything in this report resonates with me as I am late diagnosed autistic and ADHD and until then I had no idea why a supposedly intelligent person could be so chaotic with financial management. I would cyclically meticulously budget and then blow the lot, and then some. I was steeped in shame and low self-esteem because of this, which added to my poor mental health and suicidal ideation. It is only now that I know how my brain works that I can see how my impulsivity and lack of understanding about money and credit has impacted on my ability to manage my finances." 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. Pathways to improved financial inclusion  The study illuminates clear pathways for improvement, 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.
• 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." The research calls for creditors and debt advice providers to adopt a more flexible and empathetic approach to engaging with neurodivergent customers, ensuring that disclosure of neurodivergence is met with understanding and meaningful support. Clear, concise and person-centred creditor communications are key in preventing customers from feeling overwhelmed or disengaged. The full report, “Different minds, shared challenges: Making debt support more inclusive”, is available at: https://solutions.equifax.co.uk/Neurodiversity_Debt_Report