As household budgets are stretched thin and mental health care continues to experience high demand and long waits, service providers face a growing challenge – how to identify and support characteristics of vulnerability compassionately and effectively before problems escalate, and how to fairly treat customers with arrears, without causing further harm. For the (often separate) […]

The FCA’s Consumer Duty brought in a significant shift in expectations for financial services firms, including those in debt collection. The new regulation sets out key guidance for the fair treatment of customers and demands evidence of proactive, measurable support, especially for those in vulnerable circumstances. Consumer Duty for Debt Collectors presents both a challenge […]