This evaluation of a free, one-on-one, financial information and guidance service for financially vulnerable people, piloted by the Brotherhood of St Laurence, indicates that clients considered good communication and trust as key qualities of such a service, and preferred face-to-face consultation over channels such as bank branches or the internet.

Most clients sought information about dealing with rising basic costs and very limited income. The service helped boost clients’ confidence and willingness to seek future guidance, but there was no straightforward relationship between knowledge and action.

Image: alancleaver_2000 / Flickr