Frequently Asked Questions

This is the help page where we hope to answer all your questions. If you can't find the answer to your question here please email Merlyn and we will get back to you as soon as we can.

Click below to see answers to our Frequently Asked Questions

What is My Money and Mental Health?

The Money and Mental Health research community is made up of Experts by Experience: people like you. These are people who have personal experience of mental health problems, or of supporting someone who does, and who take part in important research projects to help us break the link between financial difficulties and mental health problems. You, the members of our research community, are at the heart of everything that we do. My Money and Mental Health is a private space online created by The Money and Mental Health Policy Institute, just for you. My Money and Mental Health has been designed to make it easy for you to take part in surveys that are relevant to you, join focus groups online, or take part in discussions. This online space is private, and no one can see the things you share here apart from the team at Money and Mental Health. However, it’s important to know that it isn’t moderated or monitored live: this is a place to take part in research to help us change things for the better, rather than somewhere to get help.

What do I do when I first login?

Have a good look around and cast your vote in our poll. In a few days’ time you’ll be invited to take part in our first surveys through My Money and Mental Health - but you don’t need to do anything else right now, just wait for the email invitation.

What will you ask me to do?

You will be asked to complete a mixture of surveys, moderated group discussions, polls and other bits of research. Sometimes activities will only be open to people with a particular diagnosis or experience, and sometimes they’ll be open to everyone - it just depends what the research is trying to understand. We’ll email you each time a new research activity goes live that’s relevant to you and we’d love for you to take part if you can. Of course there’s no pressure to take part if you don’t feel up to it, we’re grateful for whatever you can do.

How does the point system work?

Each activity is worth a set number of points. Every time you receive 100 points, you’ll be given a new badge for your profile.

How do I leave?

You can leave the research community at any time. Use the unsubscribe button on the My Money and Mental Health home page, or contact us requesting to be removed from the community.

How can I find out the results of the surveys I take part in?

We will try our best to keep you updated about the findings of our research. Sometimes this won’t be straight away, as we’ll be writing reports or crunching lots of data before it can be shared. The experiences and opinions that you share with us are at the heart of everything we do. You can see some of our work that features the things you’ve already told us here.

Can I access My Money and Mental Health on my tablet and/or phone?

Yes! My Money and Mental Health can be accessed from your mobile phone or tablet, so you can take part in research wherever you are. Simply type the web address into your mobile browser and sign in with your username and password like normal.

Will I incur data charges from my mobile network provider for using the app or community web portal on a mobile device?

Mobile device charges may be incurred by your network provider, based on your mobile device’s data usage package. To avoid data usage charges we recommend you use a WIFI connection.

Can you tell me more about my first research activity?

It’s a short survey with questions about your experiences and a chance to tell us what matters to you. Please feel free to share as much or as little as you like. If you don’t feel comfortable answering a question, that’s absolutely fine. You are under no obligation.

How do I complete a survey?

You'll be emailed about each survey that’s relevant to you. Simply click on the link in the email and complete the survey online. You can also login to the Hub and check if there are any new research activities, we aim to keep surveys relatively short because we know you might be busy. We aim to post a research activity every week or so, and we’ll also send you a newsletter once a month, to keep you updated on how we’re using the experiences and views you share to make change.

How do I take part in a group discussion?

Group discussions are a chance to tell us about your experiences in more detail, and to share these stories with other members of the Money and Mental Health Research Community. We use them to explore your experiences in more depth, to gather ideas for how things should change and to test our thinking. Group discussions will take place at a set time, and will be moderated by a member of the Money and Mental Health team. You’ll be able to see what other members of the group post, and they’ll be able to see what you share. You’re always welcome to just share whatever you feel able to, there’s no pressure to tell us things that make you uncomfortable. Discussions are run by a moderator from the Money and Mental Health team, whose job it is to manage the conversation and ask lots of questions. You can post a comment in response to the main discussion topic question and post also comments in response to something specific another member or the moderator has said. Group discussions are by invitation only as we’ll be looking to speak to people who all share a particular experience. For example, we might run a group discussion just for people who struggle with making phone calls, one for people who help someone else to manage their money or for one for people who have had difficulty dealing with an energy company. Don’t worry if you don’t get invited to a discussion for a while. As a small team, we can’t run them that often, and there will be lots of surveys to take part in as well. When you are invited to take part in a group discussion, you’ll get an email. This will tell you what time the discussion is taking place and invite you to join. The email will include a link taking you straight there, but discussions can also be accessed from the home page in My Money and Mental Health, just under the welcome video. Click the ‘play’ button to enter a live group discussion that you’ve been invited to join.

How long will I have to complete an activity?

Our surveys are usually open for a few weeks and we will send out a reminder for the most important ones so you get a chance to take part before they close.

What if I do not know how to answer certain questions? span>

We try to make sure our surveys are as clear as possible and to provide explanations about how to answer where they are needed. If you’re not sure about something, or would like to check, you can always email Merlyn who manages the research community on and we’d be happy to help during working hours. If you get really stuck, you can usually skip a question that you aren’t sure how to answer.

What if I have questions about completing an activity?

Please contact us at - we always love to hear from you.

How many activities do I have to complete?

We'd love you to take part in as many as you can, but there's no minimum or maximum. We know that living with a mental health problem, or supporting someone who does, can also mean that it’s harder to take part in these sorts of activities sometimes, and that’s ok too. If you want to take a break for a bit, we completely understand - we’ll just be looking forward to having you back on board when you’re feeling up to it. If you would like to stop receiving our emails for a bit we can do that too, just email Merlyn and we’ll take you off the list until we hear from you.

What if I am not able to complete or submit the survey you have emailed me?

To submit a survey, all ‘required’ fields need to be filled in. If it won’t submit please double check that you have completed all of the questions (sometimes this might mean filling in more than one row in a table). If you have checked all of the above and are still having trouble completing or submitting a survey, please contact us

How can I be sure you got my survey responses?

Once you have submitted a survey you will be sent to a page that thanks you for completing the survey. From this page you can click to return to the homepage. You can also check by clicking on the survey link, a message saying that you've already completed the survey should appear if you have.

I am not receiving emails from you

Depending on your email provider and your personal email settings, some emails sent from an automated system may be sent straight into your junk mail or spam folder. This means that confirmation emails or invitations to take part in research activities might get lost. To avoid this, you can add our email address to your safe sender list, safe recipient list, white list (different names are used by different email providers) or to your address book. If this still doesn’t work, email Merlyn to double check that nothing’s gone wrong.

My page is blank, not loading, or I cannot move to the next page

Please allow two minutes for the page to load, as it may take a while. If this doesn’t work, try refreshing the page using the refresh/reload button on your browser, in most cases this will load the question properly and will allow you to complete the survey or activity. Finally, if you have another internet browser installed on your computer (for example Chrome or Firefox), try accessing the survey from there.

How are the results of the research used?

Our research community is at the heart of everything we do. Your ideas, experiences and opinions shape our research programme (telling us what issues we should be looking into), help us to understand the links between money and mental health, and also help us to understand what might help. The results of the research are used in many different ways. So far we’ve written reports that have influenced the NHS, the banks and retailers. We’ve taken your experiences to 10 Downing Street and shared them with MPs of every party. We’ve presented the research in meetings, at events and online and we’ve used the research to respond to Government consultations on everything from savings accounts to suicide prevention.

Is this a social media site?

My Money and Mental Health is not a social media site. It’s a private online research community designed to give you the opportunity to take part in research away from social media - so you don’t need to worry about people outside the research community seeing what you share. How much of your experience is shared is up to you. Your answers to our quick polls and surveys will only be seen by the Money and Mental Health team. There will also be opportunities to take part in discussion groups online with other members of the Money and Mental Health Research Community. In these discussions, things you share will be visible to other people taking part in the discussion group, but these will only ever be other members of the Money and Mental Health research community. The general public won’t be able to see what you share, and will be shared using your display name and profile picture, which you can set to be whatever you choose.

Will information I share be used for marketing purposes?

We take your privacy very seriously, and recognise the immense courage it often takes to share experiences of mental illness and of financial difficulty. We will never use your information for any purpose other than research or telling you about our research and campaigns. We will not try to sell you anything, nor use your information for marketing purposes. Nor will we ever pass your information to third parties for marketing purposes. For full information you can read our privacy policy.

What rights do I have as a research community member?

We really value your participation and are committed to your right to privacy. You have the right to request a copy of all the information we hold about you. If you would like a copy of some or all of your personal information please contact us. We want to make sure that your personal information is accurate and up to date. You are entitled to ask us to correct or remove information that is inaccurate. You are also entitled to withdraw from the community at any time. If you withdraw from the community, we will securely destroy the personal information we hold on you at this time, leaving only the anonymous research results from any surveys and activities you have participated in. You should read our Member Agreement and privacy policy for more information on how we protect your privacy.

How do you make sure my details are kept secure?

Platform One are the company that provides the software for My Money and Mental Health. They have been through a rigorous information security process. All logins to My Money and Mental Health are completed via a secure site with SSL encryption.

Will my personal information be sold to other companies?

We take your privacy very seriously, and recognise the immense courage it often takes to share experiences of mental illness and of financial difficulty. We will never use your information for any purpose other than research or telling you about our research and campaigns. We will not try to sell you anything, nor use your information for marketing purposes. Nor will we ever pass your information to third parties for marketing purposes. For full information you can read our privacy policy.

How do I change my account or personal details?

It’s no problem to change your details. Just contact us and we’ll get it sorted for you.

How do I make a complaint?

We’re really sorry if you’re not happy with your experience of being a member of the research community. Please do let Merlyn know what’s gone wrong, and we’ll do our best to sort it out. If we’re unable to resolve your complaint to your satisfaction within 30 days, you can escalate your complaint to our trustees. You are also able to complain to the Charities Commission at any time. Information about how to complain to the Commission can be found on the website at:

Where do I report abuse?

If, during the course of a group discussion, someone says something that you feel is abusive towards you or another member please raise it with the moderator straight away. If you aren’t able to do that, but would like to let us know afterwards, you can always send us an email.

I have a suggestion or feedback that I’d like to share

We always love to get feedback and suggestions from members of the research community - it’s how we improve. We’ve included a suggestion box on the community home page, so feel free to leave any comments there or email Merlyn.