Scotland’s debt crisis is worsening daily, yet the people trained to help are stuck on hold for hours. Money Advice Scotland has launched a powerful new campaign calling on banks, energy firms and creditors to create adviser-only helplines so accredited professionals can reach them quickly and save clients from deeper harm.
The charity says long queues and dropped calls are pushing vulnerable people closer to eviction, bailiffs and mental health breakdowns. This campaign could change everything.
Frontline Advisers Are Burning Out Trying to Reach Creditors
Accredited debt advisers across Scotland are spending up to three hours a day just trying to get through to one creditor.
Jean Innes, who works for Christians Against Poverty in Scotland, told us the current system is “soul-destroying”.
“You finally get through after 90 minutes, the line drops, and you start again,” she said. “Meanwhile your client is sitting there panicking, sometimes crying, thinking nothing is happening with their case.”
Money Advice Scotland surveyed its 700 members. The results are shocking:
- Average wait time to speak to major banks and energy companies: 42–68 minutes
- Some advisers report being cut off 5–7 times before getting through
- 87% say delays have directly worsened client mental health
- 74% have seen clients receive court papers or bailiff visits because cases stalled
These are not isolated cases. They happen every single day in advice centres from Shetland to Dumfries.
Two Companies Already Prove It Works
Tesco Insurance and Scottish Power have quietly created dedicated channels for advisers. The results speak for themselves.
West Lothian Council’s Advice Shop used Scottish Power’s adviser-only line to stop a disabled pensioner’s supply being cut off last winter. The case was fixed in 11 minutes instead of three weeks of calls.
Lynsey Stainsby, the adviser who handled it, said: “I spoke straight to someone who could make decisions. We sorted the arrears, arranged a grant for the outstanding balance and set up an affordable payment plan. The client cried with relief.”
Tesco Insurance’s partnership with Citizens Advice Scotland has cut average handling time from 45 minutes to under eight.
Alex Cross, Tesco’s chief customer officer, said: “We saw immediately that giving advisers direct access helped our customers faster and actually reduced our own costs through fewer complaints and better repayment rates.”
The Bigger Picture: Everyone Wins
Creditors who create adviser-only lines see:
- Faster, more accurate information from trained professionals
- Higher repayment rates through sustainable plans
- Fewer formal complaints and regulatory breaches
- Better protection for vulnerable customers (exactly what FCA and Ofgem demand)
For clients, the difference can be life-changing. One adviser told us about a mother with severe anxiety who was getting daily threatening letters. After finally reaching the creditor through a dedicated line, the threats stopped the same day. “She slept properly for the first time in months,” the adviser said.
The Ask Is Simple and Costs Almost Nothing
Money Advice Scotland chief executive Janine Rennie says setting up an adviser-only queue is technically simple and costs pennies compared to the benefits.
“This isn’t about special treatment,” she stresses. “It’s about treating trained professionals like professionals so they can protect people who are at breaking point.”
The charity has published a short action pack showing exactly how firms can set up secure, verified adviser lines within weeks.
With household debt in Scotland now at record levels and Citizens Advice reporting a 41% surge in crisis calls since 2021, the need has never been more urgent.
This campaign feels different because it comes from the people in the trenches every day. They are not asking for charity. They are asking for basic efficiency that will stop families falling through the cracks.
One adviser put it perfectly: “Give us the tools to do our job properly, and we can save lives.”
What do you think? Should every bank and energy company in Scotland have a dedicated line for debt advisers? Share your thoughts below, and if you’re talking about this on social media, use #AdviserOnlyHelpline so the message keeps spreading.
