National Standards for Enforcement Agents state that Enforcement Agents must ensure the vulnerable are protected and; whilst the regulations and guidelines do not prevent enforcement in certain circumstances, debtors must be given advice or afforded the time to seek advice before enforcement and associated fees are considered.
We are conscious that there are instances when customers are faced with challenges that prevent them from resolving their debt swiftly. This may be either a short-term issue, such as bereavement, separation or pregnancy, or may be more long term.
To support these customers, we have a dedicated, in-house vulnerability team that works closely with customers that find themselves in a position where they are less able to manage their financial affairs . Enforcement Agents and Contact Centre Negotiators are trained to be aware of any circumstances where taking control of goods would cause unacceptable hardship or distress to a debtor. They will contact the Authority prior to taking any action. ALL staff have taken Continuous Professional Development (CPD) courses which have been written with particular regards to vulnerability between The Institute of Psychiatry, Money Advice Trust and CIVEA.
We will seek further instructions from our Client before proceeding any further, we are often able to postpone action and arrange long-term manageable payment solutions.
Any potential vulnerability will be treated as an individual case as we understand there are many types of vulnerability.
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