SMS, WhatsApp, and web chat options make debt management easier for the majority of low-income households

20th April 2026

• Online platforms increase access to support for vulnerable people
• Two-thirds of low earners say messaging support teams helps them manage finances
• 69% say call-back options reduce pressure when discussing debt
• App-based access to vulnerability support improves wellbeing for 69% of low-income users

Two thirds (67%) of those in the lowest income bracket say they find the ability to message a support team about financial matters very or somewhat beneficial, highlighting the growing importance of accessible digital communication channels for those managing tight budgets.

The majority of people earning under £10,000 a year, or less, prefer to message a support team in their own time, through an app, SMS or WhatsApp, according to research from debt resolution specialist DCBL.

The survey of 2,001 Britons found that offering flexible ways to contact a support team with short-form text messages, rather than relying solely on phone calls, can help remove barriers for customers who may feel anxious discussing their finances.

The research also found that more than two-thirds (69%) of people in the lowest income bracket say it is important to have the option to schedule a call, or request a call back, rather than waiting on hold, further underlining the demand for more convenient and less pressured ways to seek support.

Darren Connor, Group COO at DCBL and DCB Legal, said: “Digital tools are increasingly important in helping people feel more comfortable engaging with their finances. For some customers, particularly those who have lower incomes, the ability to message a support team using short-form messages can make a real difference.

“Having a straightforward way to ask questions or seek guidance at their own pace, and in their own language, removes some of the pressure people can feel when discussing financial matters. It allows them to get the information they need and explore their options before speaking directly with a member of the team.”

DCBL’s research indicates that digital platforms are playing a growing role in encouraging early engagement, not only by making payments simpler but also by making support easier to access.

As a leader in the provision of debt resolution services, DCBL offers its own self-developed customer app, designed to give users greater visibility of their outstanding balances, set up payment plans, make payments 24 hours a day, 7 days a week, and contact support teams directly. It also offers self-service WhatsApp and SMS messaging options, which provide a digital bridge for customers to organise their financial affairs, from its leading letter-driven approach.

Darren Connor added: “Technology is helping to create a more supportive environment for customers managing debt. An app gives people the opportunity to check their balance, review their options and reach out for support in a way that suits them.

“Importantly, digital tools also enable us to provide quicker access to our Vulnerability and Welfare Team. Whether someone needs clarification about a payment plan or additional guidance, being able to message through the app means help is available when they need it.”

69% of those in the lowest income bracket said having easy access to financial support from a customer welfare and vulnerability team, through a mobile app, improves their financial wellbeing.

DCBL continues to invest in technology and digital services to ensure customers have a range of ways to engage and manage their finances in the way that works best for them. Its technological innovation was recently recognised at the Credit & Collections Technology Awards, and was also awarded Excellence in Supporting Vulnerable Customers at the Chartered Institute of Credit Management’s (CICM) British Credit Awards 2026.

The DCBL Customer app is available to download on Apple iOS and Google Android app stores and devices. Download it here: https://dcbltd.com/news/download-the-dcbl-customer-app/.