New research from debt resolution specialist DCBL, surveying 2,000 UK adults, finds that 94% appreciate checking their financial status “at the touch of a button,” and 32% report that this instant access directly improves their mental wellbeing.
Digital Access Drives Control and Clarity
- 28% of respondents feel more in control when they can log in digitally to view outstanding balances and upcoming payments.
- 16% say easy digital access gives them a clearer understanding of their current financial position.
These insights have guided DCBL’s approach to customer support, leading to the launch of its new iOS and Android app. The self-service tool lets users view outstanding payments, make bill payments at any time, and manage repayments within a single platform.
Younger Adults Benefit Most
The survey also highlights a generational divide: 42% of 18–24-year-olds report improved wellbeing from better financial visibility, compared to 22% of those aged 65 and over. Lower-earning households similarly indicate that transparent access to their accounts reduces stress.
Blockquote: Executive Insight
“Giving people the ability to easily access and manage their finances has clear benefits to improving people’s wellbeing. The wellbeing of our customers is a continued focus,” said Lee Samuels-Camozzi, Group Strategy Director at DCBL.
“As technology advances, it’s important that organisations provide greater access and choice to the channels that they provide. The introduction of a self-serve option like apps and online portals means customers can check balances and make payments around their existing commitments.”
“Different demographics prefer different channels of communication and payment. Recognising that customers’ preferences are diverse – and meeting them where they prefer to communicate and access information – means reducing any anxieties they may encounter. We are also mindful of vulnerable customers who need additional support to reconcile their bills.
Our research shows that lower-earning households are more likely to say that better visibility of their finances helps to alleviate stress. Giving all users the ability to contact our support team or schedule a call at a time that suits them also gives additional peace of mind to customers.”
— Vicky Felton, Director of Operations at DCBL
About the DCBL App
The DCBL Customer App is available for download on the App Store and Google Play, offering round-the-clock access to account balances and repayment management.
For full details of DCBL’s research into “Tackling Credit in 2025,” visit:
https://dcbltd.com/tackling-credit-in-2025/
