Debt Free Advice recognised nationally for its work supporting vulnerable people

Debt Free Advice is delighted to announce that it has won Vulnerable Customer Strategy of the Year – Service Provider at the 2026 Credit Awards, held at the Celtic Manor Resort in Wales on 24 June 2026.

The award recognises organisations that demonstrate an outstanding approach to identifying and supporting people in vulnerable circumstances. Judges looked for evidence of innovation, measurable improvements in how organisations support vulnerable customers, and leadership in raising standards across the wider sector.

The award was collected on behalf of the partnership by frontline Debt Advisers Dorina Nguli and Sumaiya Ahmed, who attended the ceremony in person.

For more than 20 years, Debt Free Advice has worked to remove the barriers that prevent people from accessing the support they need. Today, the partnership of 19 charities, led by Toynbee Hall and funded by the Money and Pensions Service, provides free, FCA-regulated debt advice across London through face-to-face appointments, telephone, video advice, WhatsApp and digital channels.

Over the past year, the partnership has continued to strengthen its approach to supporting vulnerable clients by expanding its network of FCA-regulated Video Advice Kiosks to more than 40 community locations, including HMP Brixton, introducing new technology such as the FirstSteps Open Banking tool and the Client Connect session replay app, and ensuring free debt advice is available from 8am to 8pm, seven days a week. Delivered by advisers speaking 33 languages, these developments are helping to remove barriers to accessing support and ensuring more people can receive expert advice when they need it most.

The judges also recognised Debt Free Advice’s commitment to going beyond regulatory requirements by combining innovation with compassionate, person-centred support. Alongside investing in new technology, the partnership continues to provide intensive casework for people facing the most complex circumstances, helping thousands of Londoners resolve problem debt and improve their financial wellbeing.

Dorina Nguli, Debt Adviser at Debt Free Advice, said:

“It was a real privilege for Sumaiya and me to collect this award on behalf of everyone at Debt Free Advice. While it was wonderful to represent the partnership, the award belongs to every adviser, supervisor and colleague who works so hard to support our clients every day.

“Many of the people we help come to us at one of the most difficult points in their lives. Being able to listen, understand their situation and help them find a way forward is incredibly rewarding. It’s fantastic to see that commitment recognised nationally.”

Matt Dronfield, Managing Director of Debt Free Advice and Director of Advice Services at Toynbee Hall, said:

“I’m incredibly proud that Debt Free Advice has received this national recognition, but even more proud of the people behind it.

“Every day our advisers support people facing some of the hardest moments of their lives. Whether someone is worried about losing their home, living with poor mental health, managing a serious illness or simply feeling overwhelmed by debt, our teams are there to provide expert advice with compassion, dignity and respect.

“This award recognises the systems, partnerships and innovation we’ve developed over many years, but those things only matter because of the professionalism, empathy and commitment our frontline teams bring to every client they support. I’d like to thank every member of the Debt Free Advice partnership for their dedication and congratulate Dorina and Sumaiya for representing us so brilliantly at the awards. This recognition belongs to every colleague across our partnership who works tirelessly to help people regain control of their finances and move forward with confidence.”

This award follows another year of innovation and collaboration for Debt Free Advice as the partnership continues to invest in new ways of making high-quality debt advice more accessible for people facing financial hardship across London. It also reflects the commitment of all 19 partner organisations and the hundreds of colleagues who work together every day to ensure that nobody has to face problem debt alone.