LanguageLine lets PayPlan provide real-time interpreting in 240 languages for accessibility and Consumer Duty compliance.

Through a new relationship with LanguageLine Solutions, a provider of interpretation, translation, and localization services, PayPlan, a prominent provider of free debt advice in the UK, wants to greatly improve its customer support by providing real-time interpreting in up to 240 different languages.

PayPlan clarified that it hoped the interpreting relationship would greatly increase the accessibility of its free debt assistance for clients who had previously encountered language obstacles. This action is also in line with PayPlan’s dedication to its Consumer Duty obligations, which are to guarantee improved results for customers in the financial services industry.

Following PayPlan’s launch of the British Sign Language (BSL) Video Interpreting Service, SignVideo, earlier this year, comes the launch of LanguageLine, the world’s largest provider of interpretation services.

In addition, PayPlan is the first debt advisory firm in the UK to offer this service, therefore creating a new standard for the sector.


“Provide positive results for clients”

“We’re continuing to experience record demand for our debt advice, and LanguageLine is perfectly equipped to facilitate clear communication in languages our customers understand while ensuring compliance with regulations,” said Peter Munro, director of partnerships at PayPlan, in explaining the company’s decision to partner with LanguageLine Solutions.

“But above all, our new alliance will enable us to provide positive results for clients who previously had restricted access to free debt counselling.”

Currently, PayPlan assists more than 100,000 people annually, providing individualised and long-lasting solutions together with FCA-regulated guidance and support to anyone experiencing financial difficulties.

“We understand that conversations around debt advice may have a profound effect on people’s lives, so clarity and understanding are vital,” stated Vanessa Eke, managing director of LanguageLine Solutions UK.

“Normally, language difficulties could be a hindrance to this, but LanguageLine’s on-demand translating services offer a prompt route for guidance and information exchange, day or night, ensuring that all clients receive the same calibre of care.”

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