- EE customers can access free service directly through referrals from customer service advisors
- Nearly 3000 customers have benefitted from the service since launching in May 2022
- EE is the only telecoms provider to partner with the Money Adviser Network
- This partnership continues EE’s long-standing commitment to supporting financially vulnerable customers
EE customers can now access free independent, debt advice in one place as customer service advisors make direct referrals to the Money Adviser Network.
With the cost of living affecting consumer spending, EE is helping customers by providing access to practical expert advice for those who may be facing financial hardship. The Money Adviser Network simplifies how organisations can direct people in financial difficulty to free regulated debt advice. It is provided by the Money and Pensions service, who are an arm’s-length body sponsored by the Department for Work and Pensions, and are the largest single funder of free debt advice in England.
In addition to providing access to expert financial advice, EE is also offering flexible payment options to customers struggling to pay their bills. For example, customers can set up payment plans or delay payments for a short period. However, for those who need more extensive help with their debts, services like IVA debt help may be necessary. EE’s commitment to supporting customers facing financial hardship is commendable, and by partnering with organizations like the Money and Pensions Service, they are making a valuable contribution to helping people regain control of their finances.
Since the roll-out in June 2022, EE’s referral service to Money Adviser Network has helped almost 3000 customers. EE has embedded the debt referral process into their UK and Ireland based contact centres where advisors have been trained to identify customers who are struggling financially.
Nick Lane, MD of Service said : “Customer service is at the heart of everything we do and now our advisors can help customers access free independent debt advice that will make a difference to household finances across the board.”
Caroline Siarkiewicz, Chief Executive of the Money and Pensions Service said: “We’re proud to partner with EE to help its customers get access to free debt advice. The partnership – our first in the telecoms industry – offers access to debt advisers to help those struggling to keep up with payments and to find the best option to suit their personal circumstances in times of financial hardship.”
EE is also fully committed to the government’s new Breathing Space initiative, accessed through the Money Adviser Network. Customers may be offered this scheme, depending on their circumstances, after discussions with a debt adviser. It provides customers time to recover from a financially vulnerable position, with support from debt charities, and this may include pausing collections activity.
EE customers are on the only network that makes sure they can stay online and connected even when their monthly data allowance runs out.
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Notes to editors:
- Partnership between EE and Money Advisor Network was shortlisted for the CSR Initiative of the Year at 2022 Mobile Industry Awards
Source: EE Newsroom
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