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Vulnerability and debt guide

30 April 2017

A new guide came out this month which looks at the way debt collection agencies identify, understand and support people in vulnerable circumstances. Authored by Personal Finance Research Centre, University of Bristol; Money Advice Trust; and Plymouth Focus Advice Centre, and funded by the Finance & Leasing Association and The UK Cards Association, the report makes recommendations for organisations working with indebted customers in vulnerable situations. The guide describes strategies to help staff deal with vulnerabilities, such as serious or terminal illness, bereavement, addiction, and mental health issues.

There is also guidance on developing training programmes and working with partner agencies - 21 case studies illustrate the difference that appropriate handling can make to a customer in need of extra support. Read ‘Vulnerability: a guide for debt collection’ (PDF 2.22MB, opens in a new window)

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