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
- Bookmark this page so you can come back to it at any time.
- If this is a focus area for you, start with Unsure about signposting
- If this a strength area for you, go to Confident about signposting
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
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.
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.