Workshop overview:

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, 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.

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

Interested in taking any of our workshops in-house?

Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.

In-house training

Area of expertise:
Phil Ingle

Phil Ingle

Phil has designed and run training programmes in a wide range of organisations including banks, insurance companies, defence contractors, legal servic...

Phil has designed and run training programmes in a wide range of organisations including banks, insurance companies, defence contractors, legal services, pharmaceutical companies and a variety of other manufacturing businesses and service related sectors. 

He works with all levels of management to assist with implementing new skills to increase business. This range of training means Phil has presented to all types and sizes of audience, with the emphasis on practical application of learning. 

Phil specialises in helping organisations adapt through change, and manage cultural issues, both on international and organisational levels. He has in addition advised clients on take overs, provided coaching and leadership skills for a law firm, and trained Company Directors on their compliance responsibilities. 

Phil holds a number of financial qualifications as well as being a Master NLP Practitioner, Level A qualified in Psychometric Testing through the British Psychological Society,  a Fellow of the Chartered Institute of Personnel & Development, a Fellow of the Professional Speaking Association. In addition he is a Member of the Institute of Training and Occupational Learning, The Chartered Institute of Bankers and the European Mentoring & Coaching Council. 

Read more

Retail mortgage advisers and loans officers as well as those, such as mortgage administration staff, involved in chasing clients who are in arrears with their mortgage and other lending payments.