EE CUSTOMERS GET FREE INDEPENDENT DEBT ADVICE WITH MONEY ADVISER NETWORK
- EE customers can access free service directly through referrals from customer service advisors
- Nearly 3000 customers have benefitted from the service since launching in May 2022
- EE is the only telecoms provider to partner with the Money Adviser Network
- This partnership continues EE's long-standing commitment to supporting financially vulnerable customers
EE customers can now access free independent, debt advice in one place as customer service advisors make direct referrals to the Money Adviser Network.
With the cost of living affecting consumer spending, EE is helping customers by providing access to practical expert advice for those who may be facing financial hardship. The Money Adviser Network simplifies how organisations can direct people in financial difficulty to free regulated debt advice. It is provided by the Money and Pensions service, who are an arm’s-length body sponsored by the Department for Work and Pensions, and are the largest single funder of free debt advice in England.
Since the roll-out in June 2022, EE’s referral service to Money Adviser Network has helped almost 3000 customers. EE has embedded the debt referral process into their UK and Ireland based contact centres where advisors have been trained to identify customers who are struggling financially.
Nick Lane, MD of Service said : “Customer service is at the heart of everything we do and now our advisors can help customers access free independent debt advice that will make a difference to household finances across the board.”
Caroline Siarkiewicz, Chief Executive of the Money and Pensions Service said: “We’re proud to partner with EE to help its customers get access to free debt advice. The partnership – our first in the telecoms industry - offers access to debt advisers to help those struggling to keep up with payments and to find the best option to suit their personal circumstances in times of financial hardship.”
EE is also fully committed to the government’s new Breathing Space initiative, accessed through the Money Adviser Network. Customers may be offered this scheme, depending on their circumstances, after discussions with a debt adviser. It provides customers time to recover from a financially vulnerable position, with support from debt charities, and this may include pausing collections activity.
EE customers are on the only network that makes sure they can stay online and connected even when their monthly data allowance runs out.
Notes to editors:
- Partnership between EE and Money Advisor Network was shortlisted for the CSR Initiative of the Year at 2022 Mobile Industry Awards
EE runs the UK's biggest and fastest mobile network, offering superfast connections in more places than any other operator. EE brought the first 4G network to the UK in October 2012 and launched the UK’s first 5G network in May 2019.
EE has received extensive independent recognition, including being named the UK’s no.1 5G network by RootMetrics® in 2020 and being named the UK's best network every year since 2014 for the following awards: The Mobile Choice Awards, The Mobile Industry Awards and by RootMetrics®.
As well as offering mobile services to consumers and small and medium businesses, EE also provides home and business broadband using both 4G and fixed line connections.
EE is committed to being number one for service in the industry and has nearly 600 shops across the UK. EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019. EE was awarded The Sunday Times’ Best 100 Companies to Work for in 2018 and 2019, as well as being named Best Employer 2018 by the European Contact Centre & Customer Service awards.
EE is part of BT’s Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.
About the Money and Pensions Service
The Money and Pensions Service (MaPS) is here to ensure every person feels more in control of their finances throughout their lives: from pocket money to pensions. When they are, communities are healthier, businesses are more prosperous, the economy benefits and individuals feel better off. MaPS delivers free and impartial money and pensions guidance to the public through MoneyHelper, which recently brought together legacy services the Money Advice Service, The Pensions Advisory Service and Pension Wise.
MaPS is working to make sure the whole of the UK understands that financial, physical and mental health are all deeply connected. MaPS’ role is to connect organisations with the shared purpose of achieving the five goals set out in the UK Strategy for Financial Wellbeing.
MaPS supports innovation so that everyone can use the most effective methods to help people feel more in control of their money, targeted to those most in need and inclusive of people from all backgrounds. MaPS is an arm’s-length body sponsored by the Department for Work and Pensions (DWP).