Creditors
Creditors are expected to understand the client’s needs and ensure their staff have the training to recognise and help support the needs of vulnerable customers, under the Consumer Credit Sourcebook (CONC). They must respond to vulnerable peoples’ needs in their product design, customer service and communication. They should also monitor and assess if they are meeting the needs of vulnerable people and make improvements if not.
If a creditor is not co-operating with you, your client or agency, remind the creditor of their responsibilities under CONC. If you or your client are still not satisfied, you can make a complaint to the Financial Ombudsman Service.