The Policy Statement and published Finalised Guidance for firms on Consumer Duty is quite clear about the requirement for firms to ensure that mortgage customers whose homes may be repossessed are treated fairly and appropriately, particularly where there are risks of harm to customers who are vulnerable, including as a result of the current economic climate. This also maps across to other lending to retail customers to make sure the same good outcomes are achieved. So, although the training will major on the soft skills to enable the attendees to understand and apply best practice it is important that the regulatory requirements are included to cement the understanding of what the FCA expects of a firm in dealing with clients that are in arrears with their mortgage / lending payments especially as these clients are now deemed vulnerable in the majority of cases.  

As you are probably aware the FCA have been monitoring firms on how they have been providing support and will be doing so as part of their Consumer Duty Supervisory visits. Therefore as well as “what good looks like” as best practice we will also share where firms need to improve on how they are implementing tailored support i.e. Barclays being fined £26M by the FCA over their treatment of customers in financial difficulty. 

By the end of this workshop you will be able to:

• Understand the regulatory requirements and the importance of getting this right 
• Understand your debtors and communicate with them accordingly
• Develop a strategy for more effective debt collection
• Make every call count
• Handle difficult calls
• Reduce the amount of time you need to spend on chasing payment
• Increase your collection rates

This workshop is also available as an in-house programme, which means you can tailor it to exactly what you and your colleagues require. Pricing for in-house will depend on what is required. Enquire about this option by contacting our training team.