A new study has revealed that most neurodivergent people need neurodivergent debt support while struggling with debt and face significant barriers when seeking financial help, with nearly all respondents saying their neurodivergence made managing money harder.
The research, “Different Minds, Shared Challenges,” commissioned by StepChange Debt Charity and funded by Equifax, highlights a systemic lack of inclusivity in debt advice services, leaving many neurodivergent individuals feeling anxious, overwhelmed, and unsupported, especially when they seek neurodivergent debt support.
According to the survey of 278 neurodivergent people experiencing debt and 30 in-depth interviews with individuals living with ADHD, autism, or both, 97% said their condition made managing debt more difficult.
The challenges ranged from impulsive spending to difficulty tracking expenses and missing payment deadlines due to executive functioning differences such as memory lapses or disorganisation, which highlights the need for neurodivergent debt support.
“It’s difficult to stay on top of things when you have ADHD. It’s difficult to stay organised. It’s difficult to remember to do things,” one participant said.
The study found that more than a third of respondents who sought debt advice encountered accessibility barriers that prevented them from completing the process.
Around 80% felt anxious, 79% overwhelmed, and 52% struggled to focus long enough to complete tasks. Others found it challenging to fill in forms or communicate in their preferred way.
Fear of judgement, information overload, and inflexible communication channels were common deterrents. Many participants reported abandoning debt advice altogether because services were not designed to accommodate their cognitive needs.
StepChange said that these findings underline the urgent need to make debt support systems more inclusive.
“Debt advice services must be patient, flexible, and compassionate,” the charity said. “Inclusivity means giving people the tools and choices they need to manage their finances effectively, regardless of neurotype.”
Only one in three people disclosed their neurodivergence when seeking help and among them, just 19% said they received meaningful support. Many participants avoided disclosure because they feared stigma or doubted it would make a difference.
Those who did share their diagnosis often found that debt advisors lacked understanding of neurodivergent needs. Services frequently failed to adapt communication methods, provide additional time for complex tasks like budgeting, or simplify written materials.
“Even after disclosing my autism, I felt patronised and rushed,” one interviewee explained. “It made me less likely to seek advice again.”
The report outlines 10 key principles to make debt support more accessible. Chief among them is the creation of a user-centred, omnichannel service giving clients a choice between email, phone, chat, or in-person communication.
Other recommendations include training staff to understand neurodivergence, simplifying information to avoid cognitive overload, offering extra help with administrative tasks, and allowing additional time for clients to complete budgeting exercises.
Flexibility and patience were repeatedly identified as key enablers of engagement. For example, participants valued advisors who broke down complex steps, offered gentle reminders, or handled creditor interactions on their behalf.
“One thing I would say about the debt advice service is that, as an autistic person, I found it superb,” one participant said. “They did everything online, from live chat to email. I never even had to make a phone call.”
The study found that 61% of respondents said being able to choose how they communicate would have made their experience easier.
Some preferred email for clarity, while others relied on phone calls for reassurance; underscoring that “there is no one-size-fits-all” approach to accessibility.
StepChange and its research partner, Qa Research, argue that financial institutions must embed neurodiversity awareness into their core operations. This means designing customer journeys that are both inclusive and responsive to cognitive differences.
“Debt is already stressful,” the report concludes. “For neurodivergent people, inaccessible systems can make the situation worse leaving many unsupported and disengaged. A society free from problem debt must also be free from barriers to advice.”
The charity is urging banks, lenders, and policymakers to act on its recommendations and integrate neuroinclusive practices into financial support services.
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