Customers of major banks such as HSBC and Barclays may be able to access a little-known free debt advice service. Anyone can use the help, and people can get a referral from their bank provider to PayPlan.
PayPlan offers tailored support to people in debt, helping create a payment plan to clear amounts owed and build financial resilience. Many traditional high street banks refer people to the service, as well as challenger savings providers such as Zopa and Monzo.
How the referral process works
Rachel Duffey, CEO of PayPlan, said: "Many customers are referred to PayPlan by their bank or lender, often when signs of financial difficulty first emerge. We train our partners to identify these early warning signs and actively refer their customers through to us for guidance, support and advice."
Most people contact the service online, and a popular option is getting in touch through WhatsApp. There is a virtual assistant, Speak about Money (SAM), available 24/7 to get users started. People can also call 0800 316 1833.
Building a full picture
Ms Duffey explained how PayPlan puts a plan together for a user: "We build a full picture of the person’s situation with them, including their income, essential outgoings and who they owe money to. That gives us a realistic budget and shows what they can afford to pay towards their debts."
"We then explain the options available, which can range from budgeting help to arranging a formal debt solution. The customer will always decide what’s best for them." If a person opts for a plan, PayPlan contacts their creditors on their behalf to set up a single affordable monthly payment, which can be distributed to each creditor.
Debt stigma and the cost of living
The debt expert said there is an unfair stigma that debt results from poor financial decisions or personal failure. Ms Duffey said: "That simply doesn't reflect the reality we see every day. Debt is often driven by life events such as relationship breakdown, illness, job loss, rising living costs or unexpected expenses."
"Increasingly, we're also seeing working professionals, homeowners and people in full-time work needing support." Those who do not fit the stereotype of someone in debt are often the most reluctant to ask for help, including middle-income earners, professionals, business owners and homeowners. Ms Duffey said: "Many worry about being judged by family, friends or colleagues, which can lead them to struggle in silence for longer than necessary."
The number one cause of debt among people who asked PayPlan for support in 2026 was the rising cost of living. People aged 35 to 44 are especially struggling, with 30 per cent of people in this cohort saying rising bills caused them to get into debt. Ms Duffey said: "Ongoing cost of living pressures and the experience of not having enough money for so long has become exhausting for people."
Partner groups
PayPlan listed its core partners who regularly refer customers to the service: NatWest Group, Santander, Lloyds Banking Group, HSBC, Barclays, Octopus Energy, PRA Group, Cabot, Lowell, Lantern, Nationwide Building Society, Tesco Bank, Metro Bank, Monzo, Lendable, Zopa, Vanquis Banking Group, Capital One, PayPal, Creation Finance, Virgin Money, Close Brothers, Kensington Mortgages, OSB Group, Pepper Group, Topaz Finance, Coventry Building Society, Newcastle Building Society, Advantis Credit, COEO, Resolvecall, AIC, ARC Europe, Digital DRA and Opos.
