Support Journeys

Help your customers when they need you the most
and comply with the FCA Consumer Duty

Protect customers in financial difficulty

The FCA Consumer Duty requires financial services organisations to offer personalised support for vulnerable customers. However, at crucial moments like loan declines or debt arrears, many organisations provide generic guidance—such as money management tips and links to free support services. This information often isn't tailored to individual needs, leaving customers unsure about what actions to take.

The Support Journeys enables financial service organisations to offer personalised support during key customer interactions. Our solution prioritises potential solutions by considering each customer's unique circumstances, financial situation, and available support options. This reduces information overload and encourages customers to take action.

Customers can address their financial problems one step at a time through personalised customer journeys and tailored solutions:

Financial service organisations can also customise these journeys with their products and services, such as hardship grants, debt consolidation loans, or specialised debt advice services.

Declined Loan Applicants

A loan application rejection is a crucial opportunity to spot early signs of financial vulnerability and engage with customers at the beginning of their financial problems. By reaching out at this point, vulnerable customers can access more tailored options, leading to better outcomes and helping to prevent financial hardship.

The Loan Declined Journey is a one-stop support portal that helps rejected loan applicants find alternative solutions to meet their financial needs. The portal presents customers with potential solutions based on their specific circumstances and financial situation, as well as why they applied for a loan and why their application was declined.

The Loan Declined Journey (Money Toolkit), which was built in partnership between Moneyline and Inbest, was awarded the ‘Eureka’ prize for the most original tech adaptation.

The FCA Financial Inclusion Tech Sprint

Debt First Aid

Acting early is essential when customers have trouble paying their bills and debts. Reaching out to them quickly gives them more options and makes it easier to fix their debt problems. There's an opportunity to connect with customers earlier in their financial difficulties, encourage them to act, and help them proactively address their debt problems.

The Debt First Aid Journey is a one-stop support portal that helps people struggling to pay their bills and credit commitments understand the first steps to tackle their debt issues. The portal presents customers with potential solutions based on their specific circumstances, financial situation, and available debt solutions.

Customise Your Support Journeys

We understand that every Financial Service organisation is unique, with its own set of products and services. Our Support Journeys solution offers a flexible and easy-to-configure platform that allows you to:

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Get in touch to explore how you can help your customers when they need you the most.