Tell a creditor you need extra support: the vulnerability letter
Illness, mental health, bereavement, caring or a crisis at home can make every phone call about money harder. You can ask creditors to adapt how they deal with you.
What can I ask a creditor to change?
- How they contact you — letters or email instead of calls.
- Time — longer to reply and to make decisions.
- Who they talk to — permission for a family member, carer or adviser to deal with them for you.
- Pausing recovery — while you get help, using a hold action letter alongside this one.
Will they ask for evidence?
Some creditors ask for it, particularly before writing off charges or pausing action for longer. Free debt advisers can use the Debt and Mental Health Evidence Form to ask a health professional for information in a standard format creditors recognise. You do not have to send medical records.
If you are receiving mental health crisis treatment
In England and Wales, a mental health crisis Breathing Space protects you from most creditor action for as long as your crisis treatment lasts, plus 30 days. It is applied for through a debt adviser, and someone such as a carer, care co-ordinator or mental health professional can start the process on your behalf.
The letter
The Letter Builder fills in this letter with your details and downloads it as Word or PDF — free, and the letter never leaves your device.
Your name Your address [Date] [Creditor name and address] Account/reference: [account number] Dear Sir or Madam, I am writing about the above account to tell you about my circumstances, so that you can take them into account. [Briefly describe what is making it harder for you to manage this debt — only what you are comfortable sharing. For example: "I have been unwell and I find phone calls about money very difficult."] Please contact me in writing rather than by phone; give me extra time to respond to letters and to make decisions; and speak to [name], who has my permission to help me with this account. The FCA expects firms to treat customers in vulnerable circumstances fairly and to take their needs into account. Please record this on my account, tell me what support you can offer, and confirm in writing. Yours faithfully, [Your name]
Fill it in and download as Word or PDF
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
Do I have to tell a creditor about my mental health?
No. It is your choice, and you can share as little as you like. Explaining how your circumstances affect dealing with the debt is usually enough for a creditor to adjust how it contacts you.
What will a creditor do with the information?
It should record your needs on your account and adapt how it deals with you. Ask the creditor to confirm in writing what it has recorded and what support it can offer.
Can someone else deal with my creditors for me?
Yes. You can give a family member, carer or adviser permission to speak to a creditor on your behalf. Include their name in your letter, and the creditor may also ask you to confirm it.