Insights ¦ different minds, shared challenges full report 2025

Key Take Aways

1. Neurodivergent individuals, particularly those with autism and ADHD, encounter systemic barriers in accessing and engaging with debt support services, necessitating sector-wide inclusive redesign.

2. A significant majority (98%) of neurodivergent respondents perceive that neurodivergence negatively impacts their money management capabilities, highlighting the need for tailored financial support.

3. Challenges such as feeling overwhelmed, impulsive spending, difficulty with budgeting, and tracking expenditure are common and exacerbate problem debt among neurodivergent clients.

4. Inflexible communication channels and high cognitive load from complex information are major barriers to access and successful engagement with debt advice services.

5. Less than a third (32%) of those seeking debt advice disclosed neurodivergence, often due to concerns over stigma, perceived irrelevance, or fear of being misunderstood.

6. A prevalent perception among neurodivergent clients is that debt advice services are not designed with their specific needs in mind, limiting disclosure and tailored support.

7. Neurodivergent individuals generally favour written and asynchronous communication methods, like email and online chat, which offer more processing time.

8. Supporting measures such as flexible timings, step-by-step explanations, proactive follow-ups, and accessible formats significantly improve engagement for neurodivergent clients.

9. The debt advice journey often results in high drop-out rates due to information overload, inaccessible forms, and lack of neurodivergence awareness among staff.

10. There is a tangible opportunity for financial sector organisations to normalise neurodivergence support by showcasing inclusive services, relatable case studies, and broader societal destigmatisation.

11. Training staff in neurodivergence awareness and embedding empathetic, patient communication styles can markedly improve user experience and trust.

12. Sector-wide adoption of a multi-channel, choice-led approach, customised discourse, and ongoing lived experience involvement can substantially enhance the inclusivity and effectiveness of debt support services.

Key Statistics

• 98% of participants felt neurodivergence negatively impacts money management.

• Over 80% of respondents identified with ADHD (85%) or autism (53%).

• 45% of neurodivergent respondents with a diagnosis of autism and 46% with ADHD reported having a formal diagnosis.

• Less than one-third (32%) of those who sought debt advice disclosed their neurodivergent status.

• Only 33 respondents (out of those who accessed debt advice) reported receiving support deemed helpful post-disclosure.

• 85% of survey respondents preferred communicating via email, whereas 70% felt uncomfortable with phone calls.

• Anxiety (77%) and feeling overwhelmed (75%) were cited as primary barriers to seeking debt advice.

• 54% of those who had not accessed debt support identified communication barriers as a key obstacle.

• 79% of those who accessed debt advice reported feeling overwhelmed during the process.

• 68% of respondents emphasised the importance of concise, clear, and direct information presentation.

• 30% of respondents recommended offering a range of communication options.

• 23% of participants needed extra support with complex tasks like budgeting or form completion.

Key Discussion Points

• Systemic barriers in the financial sector restrict effective support for neurodivergent consumers, calling for sector-wide inclusive service redesign.

• There is an urgent need to normalise disclosure of neurodivergence by addressing societal stigma and ensuring service environments foster trust.

• Digital and written communication methods are preferred by neurodivergent clients, but existing channels often lack flexibility and accessibility.

• The complexity and density of financial information and forms significantly hinder engagement, underscoring the need for low-cognitive-load design.

• Inflexible systems and lack of proactive support perpetuate cycle difficulties, such as impulsive spending and missed payments.

• Many clients choose not to disclose neurodivergence due to fear of judgment or perceptions of irrelevance, resulting in missed tailored support opportunities.

• Drop-out rates at key stages of debt advice are high, primarily due to feeling overwhelmed, repetition of complex tasks, and poor support for executive functioning differences.

• Practitioners’ tone, patience, and understanding are critical; negative interactions or perceived judgment further deter engagement.

• The sector must adopt a comprehensive, choice-led approach that includes flexible communication, tailored information delivery, and ongoing support.

• Authentic lived experience input is essential to designing effective, inclusive debt advice services.

• Organisations should actively showcase neurodivergence support, a commitment to destigmatising neurodiversity, and relatable case studies to build confidence among clients.

• Workforce training in neurodivergence awareness and empathy is pivotal to fostering an inclusive sector that meets diverse support needs.

Document Description

This article explores the systemic challenges faced by neurodivergent people in accessing effective debt support and highlights key sector-wide gaps. Drawing on extensive evidence, the article discusses the barriers to entry, engagement, and ongoing management of debt among individuals with autism and ADHD. It emphasizes the importance of sector-wide reforms through accessible communication, empathetic staff, tailored support, and inclusive service design. The document further advocates for embedding lived experience involvement and destigmatising neurodivergence in financial services to create more inclusive, supportive, and effective debt advice pathways.