Connecting you with the support you need

We understand that everyone’s situation is unique, and sometimes there are personal circumstances that might affect how you manage your finances or interact with us. If there's anything you'd like us to know about that could help us support you better, please don't hesitate to reach out. Whether it’s a health condition, accessibility requirement, or any other personal matter, our team is here to listen and assist where we can.

Remember, you’re not alone.

You might find it helpful to let us know about:

• Accessibility needs: Any specific requirements to help you access our services comfortably
• Health conditions: Information about any ongoing health issues that might affect your financial management
• Unexpected life events: Changes in your personal circumstances, such as bereavement or major life changes
• Mental health: Any challenges you're facing that you feel we should be aware of
• Domestic or financial abuse: Situations where you need discreet and sensitive handling of your account

Your privacy is important to us. When you share sensitive information, we ensure it remains confidential. You can communicate with our team through our secure channels, knowing that your details are handled with care.

We know that you’re the best person to tell us what kind of help you need, so we’re here to listen and follow your lead. Depending on your situation, we might suggest:

• Account notes: Adding notes to your account so you don't have to repeat your story every time you contact us
• External resources: Guiding you to professional organisations that can provide additional help
• Customised communication: Adjusting the way we communicate with you to suit your preferences

Sharing your information with us is entirely your choice. We’ll never make changes to your account without your permission, and we won’t share your details to anyone outside of the specialised team members that have been trained to assist you. If you decide that you no longer want us to keep certain information, just let us know and we’ll remove it.

Don’t hesitate to get in touch with us if you ever need to talk to someone about your situation, or if you’re unsure how we can help. You can do so by one of the following ways:

• On this page: The contact option directly below this section
• Via the app: Either directly in the mobile or web application by navigating to help and support in the settings
• Via email: support@lightyear.com

At Lightyear, we do the best we can to support you, but some situations might need more expertise than we can offer, so we’ve gathered a list of trusted organisations equipped to provide the expert guidance and support you might need.

• For free money guidance, MoneyHelper is the UK government's official financial guidance service.
• If you're struggling with debt, National Debt Line offers free, independent advice on managing what you owe and understanding your options.
• StepChange provides expert advice and practical solutions for those feeling overwhelmed by debt that need a plan to get through it.

• Samaritans offer free, confidential support any time you're struggling or in crisis.
• If you're dealing with a mental health problem or supporting someone who is, Mind offers guidance, resources, and advice on where to get help.
• The Mental Health & Money Advice offers free specialist advice if your mental health is affecting your finances, or money worries are affecting your mental health.

• If you are affected by gambling-related harms, GamCare is a charity which provides free help.
• If gambling is becoming a problem, GambleAware provides free, confidential support and can connect you with specialist treatment.

• If you've lost someone and are struggling with grief, Cruse offers free support from trained bereavement volunteers.
• Settld is a free online service that allows you to notify multiple banks, utility companies, and service providers of a death all at once using a single form.

See also: When a Lightyear user passes away and Need a Timeout from investing?