Newer version available

There is a newer version of this publication available:
Debt Advice Handbook 14th edition

Chapter 2: Key skills

• 1. Interviewing
• 2. Negotiating
• CASHflow
• 3. Letter writing
• Format of a letter
• Use simple language
• Assume nothing
• Holding letters
• Use a framework
• 4. Representing clients in court
• Type of hearing
• Chambers
• Open court
• Useful techniques
• Plan well
• Be brief
• Summarise
• Prepare clear documents
• Tell the story
• Quote precedents and powers
• Admit ignorance
• Use court staff
• Address the judge or magistrate
• Look smart, be polite, speak clearly
• Know your own limits
• 5. Changing policy
• The Financial Conduct Authority
• Ofgem, Ofcom and Ofwat
• Trade associations
• Local councillors and MPs
• Ombudsmen
• The Parliamentary and Health Service Ombudsman
• Local Government and Social Care Ombudsman/Public Services Ombudsman for Wales
• The Adjudicator’s Office
• The Financial Ombudsman Service
• Ombudsman Services: Energy
• Legal Ombudsman
• Monitoring local courts
• Local liaison groups
• Using the media
• 6. Ensuring good practice
• Dealing with harassment
• The Consumer Credit Sourcebook
• Codes of practice
• Clients with mental health problems
• Guidance on dealing with clients with mental health problems
• 7. Budgeting advice
• The financial statement
• ’Luxury’ items
• The client’s non-dependants
• Financial inclusion: Moneyhelper
• Credit unions

This chapter covers:

1. Interviewing (next)

2. Negotiating (here)

3. Letter writing (here)

4. Representing clients in court (here)

5. Changing policy (here)

6. Ensuring good practice (here)

7. Budgeting advice (here)