Newer version available

There is a newer version of this publication available:
Debt Advice Handbook 15th edition

Chapter 1: Debt advice: an outline

• 1. Professional debt advice
• Ensuring good practice
• Institute of Money Advisers qualification
• Debt Advice Quality Framework
• Second tier support from Shelter
• Financial Conduct Authority
• The client's best interests
• A professional attitude
• A commitment to social policy
• A sound knowledge of law and procedures
• A commitment to developing the service
• A systematic approach
• An ability to involve the client in informed choices
• Clients with mental health problems
• Guidance on dealing with clients with mental health problems
• 2. The debt advice system
• Client authorisation
• Stages of the debt advice process
• Initial interview
• Monitoring creditor practices
• Credit reference agencies
• Recording defaults
• If the information held is incorrect
• Coronavirus-related payment breaks
• 3. Administration
• The triage interview
• Making appropriate referrals
• Case recording
• Correspondence
• Reviews
• Closing cases