In 2021 at National Debtline and Business Debtline, we helped 130,250 people on the phone and through our digital advice tool. We helped a further 40,170 people through our webchat service. In addition there were 1.63 million visits to our debt advice websites.
Training the money advice sector
In 2021, we trained more advisers than ever before, providing 26,780 training places to 4,300 advisers in 1,010 free-to-client agencies in the UK.
Improving support for vulnerable customers
Our team of vulnerability experts work across a range of sectors, including financial services, water, energy and retail. In 2021, we delivered training to 3,690 staff in 45 creditor organisations to help them improve how they work with people in vulnerable circumstances.
Our approach to impact and theory of change
Our services put us in a unique position to understand why people fall into unmanageable debt and the challenges they face. Reviewing and evaluating the impact of our services is important to us. We use regular feedback from the people we help, across all our services and channels, to understand the impact we have and make improvements to our services. The framework we use to evaluate our impact is set out in our theory of change. This shows us how the Trust contributes to helping people across the UK to tackle their debts and manage their money with confidence.
It helps us to:
show exactly how our work makes a difference; and
demonstrate how our activities contribute to us achieving our overall vision.