Signposting or referral

Emergency situations can occur when an adviser has little information about the client’s full situation. They can give the adviser a limited timeframe to make a decision. Sometimes, simple actions such as signposting the client to another source of assistance may be appropriate. In cases where the emergency is more complex, seeking assistance from an experienced money adviser is advisable.

‘Signposting’ is making a client aware of other organisations that may be able to provide them with the advice, information or support they need. The client must be informed of the organisation’s contact information and what they offer. The client must make contact with the organisation directly.

Referral involves actively transferring the case to another agency more suited to help the client.

The decision to refer the client is based on whether the case is beyond the scope of the agency or if the adviser does not have sufficient knowledge and experience to advise in this specific situation.

In these cases, the client should be given all the relevant information about the possible referral to help them decide if it is appropriate.

The client must be informed of likely costs, or eligibility for help with costs, if the agency charges for services.

The adviser should liaise with the other agency to ensure a smooth transfer. This involves ensuring the case records are accurate, up to date and stored in compliance with UK GDPR provisions.

Debt advisers should always know their remit and what they can and cannot manage. More experienced debt advisers can provide specific support for the adviser and the client.