Here at Countingup, ensuring the fair treatment of customers, regardless of their circumstances, is a given. We adhere to the Financial Conduct Authority’s guidance on supporting customers who need additional support due to:
• A health condition – this would apply to any health conditions or illnesses that affect the ability to carry out day-to-day tasks
• A life event – these may include a bereavement, job loss or relationship breakdown
• Resilience – anything that impacts someone's ability to withstand financial or emotional shocks
• Capability – if you're someone with limited knowledge or confidence in financial matters, literacy or digital skills
We understand and respect that not all customers will let us know about their personal circumstances and you are not obliged to disclose this information to us, but if you do so, we will proceed in line with our Privacy policy.
Our company-wide approach to helping customers includes awareness training to ensure our colleagues can help to identify when a customer contacts us who may need more support.
For more information or support don't hesitate to get in touch by sending us a secure message via the Countingup app (make sure you’re on the latest app version).
If you have lost your Countingup card, then you can call 020 8068 6862 to cancel your card and prevent anyone from using it.
*If you or anyone else is in immediate danger, please call 999.*
Feel like you need independent support or advice?
There may be times when you need additional support or guidance that Countingup is unable to provide. To help you & your business, we have included some useful contacts you can reach out to:
Financial Difficulty
Government Business Support on 0800 998 1098 - Open Monday to Friday 9 am - 6 pm
You can contact the government’s Business Support Helpline for free advice and financial help from government-backed schemes. You can also find free support, advice and sources of finance through your local ‘growth hub’ and speak to an adviser on web chat about support for your business.
Business Debtline on 0800 197 6026 - Open Monday to Friday 9 am-8 pm, Saturday 9 am-1 pm
This is a free organisation that can assist with both business and personal debts. They will help you put together an Income and Expenditure Form (otherwise known as a budget form) for you to share with your loan/credit card and bank providers in order for them to discuss a suitable and affordable plan with you. Business Debtline will also give you free financial advice based on your affordability. If you do not feel comfortable speaking to anyone directly, that's ok, their website contains helpful articles and tools that you can use at your own pace and time.
Your Local Citizens Advice Bureau
Here you will find advice on which debts to prioritise (Your priority bills will likely be your rent, energy bills and Council Tax), and what help is available to you. Information is also provided on payment plans and what your creditors will need in order to help you further.
Mental Health
Mind on 0300 123 3393 - Open Monday to Friday 10 am-6 pm
Mind offers advice, support, and information on local businesses that can help you with your mental health. If you would like to speak to someone from Mind face-to-face, they have hundreds of drop-in centres across the country.
Samaritans on 116 123 - Open 24/7
Samaritans offer advice, support, and information that can help you with your mental health. Their team of volunteers are always available to help you talk things through. They also offer an email and letter service to help you.
Shout by texting 85258 - Open 24/7
Shout is the UK's first and only free, confidential, 24/7 text messaging support service for anyone struggling to cope. Your messages with them are anonymous and free.
CALM on 0800 58 58 58 - Open 365 days a year: 5 pm until Midnight
CALM stands for Campaign Against Living Miserably, their helpline and webchat are open 365 days a year, offering practical suggestions for all of life’s problems - whether that’s anxiety, relationship concerns, health worries, money worries or suicidal thoughts.
Health Problems
NHS Services on 111 or if it's an emergency 999 - Open 24/7
You can reach out to the NHS for a variety of services to support you - including access to GP services, mental health services, local hospitals, or prescriptions and pharmacies. Information on how to contact the NHS for specific requests can be found Here.
Alzheimer's Society on 0333 150 3456 - Open Mon to Weds: 9 am – 8 pm, Thurs and Fri: 9 am – 5 pm, Sat and Sun: 10 am – 4 pm
This foundation is not only for those living with Alzheimer's, it is a place to go for Carers and family members who are supporting someone with this condition. They offer advice and support from day-to-day life to Financial advice.
The Royal National Institute of Blind People on 0303 123 9999 - Open Mon to Fri: 9 am – 8 pm, Sat 9 am – 1 pm
This website offers information on different types of eye problems, what financial help is out there and how to adapt to day-to-day life in order to optimise as much of your independence as possible.
They also introduce community-level support.
Action on Hearing Loss on 0808 808 0123 - Open Mon to Fri: 8:30 am – 5 pm
The first great thing about this organisation is that it offers a free hearing test.
As well as providing support to the deaf community, it also offers advice and support for business owners to make sure that you are able to make your business as accessible as possible to deaf staff members or customers.
Domestic Abuse
Women’s Aid
Women's Aid is a grassroots federation working together to provide life-saving services and build a future where domestic violence is not tolerated.
If you are in need of information and support, you can email Women’s Aid at helpline@womensaid.org.uk or contact a local domestic abuse service by using their Domestic Abuse Directory which can be found online Here.
The Men's Advice Line on 0808 808 0123 - Open Mon to Fri: 8:30 am – 5 pm
Men’s Advice Line is a confidential helpline, email and webchat service for male victims of domestic abuse. We offer advice and emotional support to men who experience abuse, and signpost to other vital services that help men keep themselves (and their children) safe.
National LGBT+ Domestic Abuse Helpline run by Galop on 0800 999 5428 - Open Mon to Thurs: 10 am - 8:30 pm, Fri 10 am - 4:30 pm
The national LGBT+ Domestic Abuse Helpline is a free confidential helpline run by Galop. They can offer you emotional support, provide information and can help you to explore your options, depending on your needs. Covering a range of topics including Domestic Abuse, Hate Crime, Sexual Abuse, Rape and Violence.