Supporting Neurodivergent Customers Through Insight‑Led Collaboration with Equifax

The findings paint a stark picture of the unique obstacles neurodivergent people face when trying to manage debt:

• 97% of respondents said their neurodivergence created challenges in managing debt.
• Despite this, 64% did not seek help from their creditors.
• Feelings of being overwhelmed (73%), anxious (72%) and affected by stigma (60%) were some of the biggest barriers to seeking support.
• Of those who sought debt advice, fewer than one‑third (32%) disclosed that they were neurodivergent.

Participants—particularly those with ADHD, autism, or both—described difficulties such as impulsive spending, tracking bills, missing deadlines and coping with creditor communications.

These findings reveal a financial landscape that is often inaccessible, emotionally taxing and misaligned with the needs of neurodivergent people.

Sarah Douglas, a StepChange client diagnosed with autism and ADHD at 42, shared her experience of money management challenges rooted in impulsivity, fluctuating routines and shame.

Her reflections echo the core themes of the research: without understanding and tailored support, many neurodivergent individuals struggle silently and alone.

Read Sarah's story

StepChange and Equifax are using these insights to lay out a clear path toward financial services that work better for neurodivergent people. The research identifies several essential improvements:

• Comprehensive staff training to build genuine empathy and awareness.
• Flexible communication channels, with 61% of respondents saying choice would have significantly improved their debt‑advice experience.
• Simplified information and processes, breaking tasks into manageable steps.
• Practical assistance, including budgeting help, form‑filling support and reminders.
• Exploring “body double” support, where a trained individual assists with administrative tasks.
• Developing positive‑reinforcement debt trackers to show progress and reduce anxiety.

These recommendations highlight the need for a more person‑centred approach across financial services and debt advice providers—one that reduces shame, lowers barriers and supports different cognitive processing styles.

The research is driving meaningful action across both organisations:

• StepChange is reviewing its services to ensure greater flexibility, accessibility and choice across both digital and phone channels.
• Equifax is deepening its commitment to financial inclusion, using data to better understand and respond to the diverse needs of UK consumers.
• Both organisations are calling for industry‑wide change—urging creditors to engage neurodivergent customers with clarity, compassion and tailored support.

This research marks an important step toward building a truly inclusive financial system—one where neurodivergent individuals feel understood, supported and empowered. Supported by Equifax and informed by lived experience, StepChange is working to ensure debt advice becomes more flexible, more accessible and more human for everyone who needs it.