- Chase has teamed up with debt advice charity StepChange to build upon its own efforts to support customers with financial challenges.
- Courtesy of the partnership, Chase specialists will direct vulnerable customers to StepChange for free, confidential, expert advice on debt management.
- Founded in 1993, StepChange is headquartered in Leeds, U.K.
A new partnership between Chase and U.K.-based debt advice charity StepChange extends the bank’s efforts to provide support to vulnerable customers via expert advice on debt management. Chase specialists will now direct these customers to StepChange and its online debt advice solution. The online tool is free to use and will help Chase customers build a budget that will ensure they can meet their financial obligations. Customers can communicate with the tool via webchat or phone and all information submitted to StepChange is confidential.
In a statement, StepChange Director of Client Experience Gail Arkle underscored why it was important for people with debt challenges to seek assistance rather than try to solve the problem on their own. “92% of the people we support say that they wish they’d asked for help earlier,” Arkle said, “and so working closely with leading organizations like Chase is crucial to ensure we can identify and support customers who are experiencing financial difficulty as early as possible.”
According to a 2023 FCA Financial Lives survey, there has been a significant increase in what it calls “low financial resilience” as the cost of living increased in 2023. The survey defines low financial resilience as adults who are experiencing financial challenges due to missed payments on “domestic bills or credit commitments in three or more of the previous six months.” Overall, the survey revealed that just under 13 million in the U.K. have low financial resilience.
Today’s partnership is another example of how banks are becoming more involved in the financial wellness of their customers. “Financial stress can take a toll on a person’s mental wellbeing and be a constant source of worry,” Chase Managing Director for Customer Operations Alexa Collinson said. “Finding free, impartial and trusted advice is often the first step to putting an action in place.”
The largest provider of free debt advice in the U.K., StepChange works with thousands of individuals across the country. A registered charity, the company helps people improve their financial wellness via better budgeting, responsible credit card use, and debt management and repayment. StepChange has partnered with more than 900 banks, retailers, local authorities, and charities since its inception in 1993.