Effective communication is at the heart of good customer outcomes, yet for many people experiencing financial difficulty, language barriers can make accessing support significantly more challenging. New research from the Credit Services Association (CSA) highlights the importance of recognising and responding to language needs across the debt recovery and advice landscape. With more than one million people in England and Wales reporting that they cannot speak English well or at all, language barriers remain a real and often overlooked challenge for both consumers and organisations.

Why language matters

The FCA identifies poor English language skills as a potential indicator of vulnerability, and under Consumer Duty, firms are expected to ensure customers can understand the information they receive. However, understanding everyday English is not the same as understanding complex financial terminology, which can create barriers to engagement, informed decision-making and access to support.

What the research found

The CSA engaged with debt advice organisations, language support providers and its member firms to better understand the scale of the issue and how it is being managed in practice.

The findings revealed that language barriers are regularly encountered across the debt advice sector:

  • Half of UK debt advisers report working with non-English-speaking clients.
  • PayPlan recorded hundreds of interactions requiring translation support.
  • Citizens Advice Gateshead reported that around 10% of customers required interpreter services or other language assistance.

The research also found that support available across debt advice organisations varies considerably. While some charities can offer interpreters and translated materials, others rely on alternative approaches such as third-party referrals or authorised family members. This can make it difficult for firms to know which organisations are best equipped to support customers with specific language needs.

The CSA engaged with debt advice organisations, language support providers and its member firms to better understand the scale of the issue and how it is being managed in practice

What this means for firms

The report emphasises that language needs are not one-size-fits-all. Some customers may only need help understanding written communications, while others may require ongoing interpretation support throughout their customer journey.

Rather than adopting a single standard approach, firms should focus on:

  • Identifying potential language barriers early.
  • Making it easy for customers to disclose language needs.
  • Recording and escalating language-related issues consistently.
  • Providing access to appropriate support, referrals or interpretation services.
  • Regularly reviewing whether signposting arrangements are delivering positive outcomes.

A range of tools and services are already available to help organisations improve accessibility, including interpretation services, website translation technology and specialist translation providers. The most effective approach will depend on the nature of the business, customer demographics and the volume of cases requiring support.

Looking ahead and next steps

The CSA’s research concludes that firms do not need a perfect or universal solution. Instead, they need a structured and proportionate framework that helps customers overcome language barriers and access the support they need.

By improving communication and ensuring signposting routes are appropriate, organisations can enhance customer understanding, support better engagement and help deliver fairer outcomes for consumers experiencing financial difficulty.

The next step as part of this ongoing research will be a signposting workshop—Supporting Customers with Language Barriers: Practical Guidance and Q&A—which is taking place on Tuesday 29 September from 11.00–12.00. The session will explore best practice for identifying and engaging with customers who have language barriers. Attendees will hear from Citizens Advice and PayPlan about their experience of adapting processes to better engage people with language needs, including how to signpost customers to debt advice effectively. The Association of Translation Companies and LanguageLine will also speak about the support and solutions available to firms, including the role that AI may play in helping to address language barriers.

For further information about the report or the workshop, please contact CSA Policy Manager Louise Allemange at louise.allemagne@csa-uk.com.