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, in line with the Financial Conduct Authority’s Consumer Credit Sourcebook (CONC). They must respond to vulnerable people’s needs in their product design, customer service and communication. They should also monitor and assess that 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 the CONC. If you or your client are still not satisfied, you can make a complaint to the Financial Ombudsman Service.