Initial interview
At the first interview, it is good practice to point out:
•the agency’s commitment to confidentiality; and
•the steps the agency will take and the steps the client has agreed to or is expected to take; and
•that the client should not incur any further credit commitments without discussing it first with you; and
•that the client should inform you of any change in their financial circumstances; and
•that a successful outcome cannot be guaranteed; and
•details of the agency’s complaints policy and of the client’s right to escalate complaints to the Financial Ombudsman Service.