A new study by StepChange Debt Charity, supported by global credit reference agency Equifax, has revealed the urgent need for more inclusive support from financial services and debt advice providers for neurodivergent individuals.
The research highlights the emotional and practical challenges faced by people with conditions such as ADHD and autism when managing debt, underscoring significant gaps in understanding and accessibility within the financial system, claims FinTech Finance.
The findings were drawn from a combination of an online survey and in-depth interviews with neurodivergent individuals who have experienced debt. Almost all respondents (97%) said that their neurodivergence made debt management more difficult. Despite this, nearly two-thirds (64%) did not seek help from creditors, with many citing feeling overwhelmed (73%) and anxious (72%) as major barriers to asking for support. Around 60% also reported feelings of stigma surrounding debt, while fewer than a third (32%) disclosed their neurodivergence to debt advice services when seeking help.
Participants with ADHD and autism described issues such as impulsive spending, missed payments, difficulties tracking income and outgoings, and challenges in communicating with creditors. The research also noted that there is no single approach that works for everyone, with 61% of respondents saying they would have benefited from being able to choose how to communicate, such as through written rather than verbal channels.
One participant, Sarah Douglas, who was diagnosed with autism and ADHD at 42, reflected on how her late diagnosis helped her better understand her struggles with money. StepChange client Sarah Douglas 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.”
The report also outlined a series of recommendations to improve inclusion, including proactive disclosure prompts, simplified processes, flexible communication channels, and tailored support such as direct budgeting assistance and reminder systems. It also suggested innovative approaches like “body double” support—where a trained helper or family member assists with financial tasks—and debt tracking tools that reinforce positive progress.
StepChange Debt Charity chief executive Vikki Brownridge 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.”
Equifax UK head of ESG Sue Owen-Bailey 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 study concludes that the financial services sector must prioritise empathy, flexibility, and awareness when supporting neurodivergent customers, ensuring that disclosure leads to genuine understanding and accessible assistance.
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