With an estimated 15–20% of the UK population considered neurodivergent, and 3-4% of UK adults suspected to suffer from attention deficit hyperactivity disorder (ADHD), millions of Britons could be unknowingly and unnecessarily suffering in high-pressure situations like debt resolution.
Neurodivergent individuals often face heightened challenges when contacting businesses, from anxiety over unexpected calls to difficulty processing complex information. Research shows that 94% of people like the ability to view their financial situation at the touch of a button, with almost a third (32%) claiming that this has a directly positive impact on their mental wellbeing.
As DCBL serves a large cross-section of the UK population on a daily basis, it has developed a series of communications channels and strategies to support the different demographics it comes into contact with. Through a multi-channel support approach and adopting new technology, it prioritises clarity, flexibility, and empathy in communications.
In this feature, Vicky Felton, director of Operations at DCBL, will discuss initiatives that have been developed to better support neurodivergent customers, including training staff to identify and support neurodivergent customers, offering call-back options to reduce anxiety, and simplifying both verbal and written communications.
The feature will also discuss how visual aids and clear, concise messaging can help further reduce cognitive load, ensuring customers can fully understand and act on information at their own pace in order for positive outcomes and experiences.
She will also discuss the need for tailored communication methods to ensure all customers receive equitable support. For example, DCBL’s own research found the potential benefits of incorporating technology span all age groups. 88% of 25- to 34-year-olds stated that the introduction of an app can help them pay bills on time, while 84% of those aged 65 and above reported that digital technology enables them to manage their finances.
DCBL is the UK’s leading debt resolution company, is taking bold steps to champion neurodiversity inclusion in its customer service strategy. It is committed to the highest levels of ethical practice and early engagement with customers. At the heart of DCBL’s approach is ongoing, inclusive staff training shaped by personal experiences and updated guidance. By building a company culture of understanding and adaptability, DCBL aims to set a new industry standard in inclusive customer engagement, ensuring no one is left behind in the support process.
About Vicky Felton
Vicky Felton has over 25 years of industry leadership experience and previously worked at telecoms giant O2 to manage efficiencies and effectiveness across its business.
Vicky is also one of the leading voices for the neurodivergent community in business, promoting the benefits these people can bring to organisations through their abilities to identify patterns and trends. Her knowledge and experience in this area give DCBL the capability to further support vulnerable customers who are neurodivergent and nurture teammates as they develop in their careers.
She has also held an esteemed position as co-chair of the VMO2 Neurodiversity Network and is studying for a CIPD Level 7 Advanced Diploma in Strategic People Management.
About DCBL
DCBL is the UK’s leading provider of debt resolution services and the country’s largest parking enforcement debt recovery company.
Its sister firm DCB Legal focuses on legal services in specialist fields – Debt Resolution, Civil & Commercial Litigation, and Landlord & Tenant Services.
For more information, please contact the press relations team at Refresh: dcbl@refreshpr.co.uk
