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Supporting you in: signposting customers

Be confident about your sources of impartial money guidance information and in signposting customers elsewhere. Or build on what you already know if this is a strength area.

How to use this support page

Not sure what to do next? We recommend working through the page in full, starting with Unsure about signposting. It's all useful.

Unsure about signposting - boost your knowledge

1. For money guidance, ‘signposting’ means giving your customers basic details about an information source, such as a website, or a service that’s relevant to their request for help. It’s then up to the customer to act. 

Signposting should always be to up-to-date and impartial help. Review Foundation E: Signposting customers.

2. Check if your organisation has a policy in place, such as signposting to your own organisation’s website, or other local or national organisations. 

3. You may want to use our free MoneyHelper website for free and impartial informationOpens in a new window on money , which is backed by government and constantly updated. 

MoneyHelper provides online tools, calculators and planners, and links to support services. It’s a good idea to keep all your money guidance bookmarks in a single folder to make them easier to revisit. 

For more, watch this video: Exploring the MoneyHelper website.

[Screen text]

Using the MoneyHelper Website (accurate as of July 2021).

[Audio narration]

MoneyHelper. Provided by the Money and Pensions Service.

MoneyHelper provides clear help for your money and pension choices.

It’s backed by government and free to use.

Whatever your circumstances and plans, there is a way to move forwards.

You can find useful tools, including the Money Manager tool that can help if you’re claiming Universal Credit or might claim it in the future.

There are a range of tools and calculators to help navigate money issues such as using credit for essentials, managing debt and preparing for retirement.

Useful tools like the Budget Planner can help you budget your money over time, or the Baby Money Timeline which helps you plan our finances if expecting or planning to have a baby.

If you require specialist advice, you can find referrals to other services and resources such as finding the local debt advice services through the Debt Advice Locator Tool.

There’s also coronavirus support, including the Money Navigator Tool, to help you navigate money issues resulted by the pandemic.

MoneyHelper is a free, impartial and trusted organisation backed by the government and adheres to the important user accessibility AA standards set out by WCAG under the Plain Language Commission.

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Confident about signposting - build on your strength

1. Review the places you signpost customers to and check how your list is being kept up to date. Are all your colleagues using the same list? 

You may want to use our MoneyHelper website for impartial information, tools and links.Opens in a new window It’s backed by government and free to use.  

2. You and your organisation are likely to also be making formal referrals in pressing situations. If you contact another organisation on behalf of your customers, it’s best to check you’re following internal policies or procedures. 

3. Do your internal policies cover all opportunities to make vital referrals? You can use the checklist below to help review this. 

Referral checklist

Depending on the scope of your role, it may be appropriate to make a referral, including within your own organisation, when a customer:

  • Has debt issues that require immediate assistance.
  • Is facing court action, such as on a tax or benefit issue. 
  • Is seeking help in dealing with a dispute or complaint about a product or provider (not just seeking information on how to complain). 
  • Wishes to acquire, vary or dispose of a product, including claiming benefit and tax credits.
  • Requires regulated financial, debt or legal  advice. 
  • Has a requirement for information in more depth that you’re not trained to provide. 
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