In exercise of its functions under FSMA, the FCA takes a proactive approach to monitor markets and engaging with the firms it
regulates. The regulatory process by which this is carried out is referred to as ‘supervision’. Although linked, supervision is not the same as regulation. Regulation relates to the FCA’s legal framework, rules and regulatory standards that govern the way in which regulated firms operate. Supervision is effectively the proactive pursuit of the FCA’s statutory objectives, through oversight of the conduct by firms of regulated activities.
Under its supervisory function, the FCA requires timely and accurate information about the firms it regulates. Regulated firms are therefore required, under FCA rules, to provide the FCA with substantial amounts of information in the form of ‘notifications’ and ‘regulatory reports’ (known as ‘integrated regulatory reporting’) to enable it to meet its responsibilities for monitoring the firm’s compliance with requirements imposed by or under FSMA.

Course content
FCA’s supervision regime including its three-pillar supervision model consumer credit related integrated regulatory reporting requirements practical explanations of the data items applicable to the activities consumer credit firms undertake as set out in the FCA supervision manual under SUP 16 Annex 38A.

Treating Customers Fairly (TCF) remains central to the FCA’s expectations of firms’ conduct. Firms are expected to put the well being of customers at the heart of everything they do and how they run their businesses.
TCF, with its focus on consumer outcomes, underpins the delivery of the FCA’s statutory consumer protection objective and its future objectives.

Course content

The TCF regime
Firm culture
The six published expected consumer outcomes
Management Information (MI).

A practical summary of the benefits of an effective and compliant complaint handling procedure.
The respective complaint handling roles of the FCA and the FOS and their expectations of firms
A review of the complaint handling rules for consumer credit firms including implementation of the provisions relating to the FCA publication ‘Improving Complaints Handling’ CP14/30 and the Alternative Dispute Resolution Directive

Supporting customers in vulnerable circumstances

Health, disability, unemployment, bereavement, domestic violence and addiction can all contribute to making someone more vulnerable.

Customers in vulnerable circumstances are especially susceptible to detriment.

Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. This can have a positive impact on your ability to recover debts, employee morale and your reputation as a responsible organisation.

Course outline
Aim:

To help your staff understand the steps and actions they need to take in order to identify and work with customers in vulnerable circumstances.

Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.

What’s covered?

Key factors that may impact on vulnerability and categories of vulnerability
Statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the person in debt
The TEXAS protocol for handling disclosure of sensitive personal information
The four points of the Compass technique as a tool for understanding the significance of the vulnerability presented
Different pathways for debtors to obtain free, independent, money advice

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)

Options:

In-house: we come to you and deliver a one-day session customised for your staff. This includes full access to e-learning as a pre-course module

E-learning: a device responsive 30-40 minute e-learning package

Public courses: alongside participants from other companies at a venue set by us

Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account

Every year, one in four adults will experience a mental health problem.
Being aware of the range of mental health problems and their impact is a vital part of understanding your customers and achieving the right outcomes for your organisation or business.

Course outline

Aim:
This is an in-depth course to support and develop your specialist teams so that they can recognise common mental health problems and understand their role in helping customers get the help they need.

Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.

What’s covered?

What a mental health problem is
Why it is important to take mental health problems into account
The difference between a range of mental health problems
Why customers may not disclose their mental health problem to a creditor
Ways a mental health problem can affect a customer’s ability to cope with their finances
Ways to deal with an initial disclosure of a mental health problem
Other techniques for helping customers with different mental health problems

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)

Training options

In-house: we come to you and deliver a one-day session customised for your staff. This includes access to e-learning as a pre-course module

E-learning: a device responsive 30-40 minute e-learning package

Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account

A serious illness can have a devastating effect on a person and their family, and staff can find these disclosures particularly challenging.
Recent research shows that frontline collections staff will receive an average of 15 disclosures a month about a customer with a serious illness.

Equipping staff to have these conversations and identify and support people who have a serious illness is a vital part of achieving the right outcomes for your organisation and your customers.

Course outline
Aim:

To develop your staff to;

understand why it’s important to take a customer's serious illness into account;
handle disclosures of serious illness; and
deal with potentially difficult circumstances

The training will also help your staff to achieve outcomes that are best for both your customers and your business.

Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.
 
What’s covered?

What is a serious illness?
What affect does serious illness have on your organisation?
Common conditions
How to handle a customer’s disclosure – from initial response to managing the disclosure and adhering to the Data Protection Act
How to better understand a customer’s situation
The five components of the TEXAS acronym as a tool for dealing with vulnerable factors
The four points of the IDEA technique as a tool for understanding the significance of the vulnerability presented
Strategies for dealing with challenging circumstances, including customers who are in shock, angry or low, customers who may be disabled or carers who make contact

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and Improve broken repayment arrangements, and minimise the likelihood of additional financial costs, and a worsening of the customer's mental health
Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)

Training options

E-learning: a device responsive 30-40 minute e-learning package

The e-learning will help your staff to recognise what a serious illness is and the impact it can have, as well as equipping them with different strategies for talking with and supporting customers who have a serious illness

Consultancy: we can work with you to develop training, policies and principles that take your workplace practices into account

People living with any addiction - be it gambling, alcohol or substance misuse - can have complex and difficult lives. This can easily lead to financial detriment, including over-spending, loss of control and difficulty managing their finances.

Recent research shows that one in four frontline creditor staff find it difficult to talk about the issue of 'addictions' with customers – more than any other type of vulnerable situation.

With one in four specialist staff and one in ten frontline staff encountering customers with an addition 'most days' or 'every day' it is vital staff are able to understand, identify and support customers suffering from an addiction.

Course outline

Aim:
To give people the knowledge, skills, and confidence to identify and support customers who are living with a gambling, alcohol or drug addiction. It provides practical instruction on how to identify these customers, support them within the parameters of the business context, and who to refer them to.

Who is it for?
All frontline, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.

What’s covered?

What addiction is, how common it is and how can we help customers deal with it
What causes addiction and the financial consequences of addiction on customers
Identifying the cues and signs of addiction
Understanding why conversations about addiction fail
Learning where you can get help for a customer with addiction
The five components of the TEXAS acronym as a tool for dealing with addiction
The four points of the IDEA technique as a tool for understanding addiction
Strategies for dealing with challenging circumstances, including customers who may resist or even refuse our help

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to help customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional financial costs
Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)

Training options

In-house: we come to you and deliver a one-day session customised for your staff. Avoiding a 'tutor talking from the front model, this instead uses a mixture of videos, interactive exercises and discussions

Consultancy: we can work with you to develop training, policies and principles that take your workplace practices into account

Mental capacity limitations can result in customers having significant problems with understanding, remembering, and evaluating information about credit products they are applying for, as well as communicating a decision about this.

Where not identified, these can result in detriment including borrowing, lending and contracts that result in ‘later downstream’ financial difficulty and problem debt.

Lending and vulnerability: an introductory guide to mental capacity, authored by Chris Fitch and published by the Money Advice Trust, shows how extending focus on to credit applications firms can reduce the potential risk of detriment and offer support.

This course covers practical steps and actions you can take to identify and support customers with mental capacity limitations (and other decision-making difficulties) during credit applications.

Course outline

Aim:
To enable those working with customers in the financial services sector to identify and provide the appropriate support to customers with a mental capacity limitation.

Who is it for?
This course is designed for those working in financial organisations such as mortgage and loan advisers who regularly come into contact with customers.

What’s covered?

Identify what ‘mental capacity’ and a ‘mental capacity limitation’ are
Recognise ways that a mental capacity limitation can affect a customer’s ability to cope with their finances
Recognise the ways in which a customer with a mental capacity limitation can be identified and supported
Identify the key principles of working with customers with a mental capacity limitation
Identify the key components of the BRUCE tool to be able to apply them
Identify the components of laws and regulations that apply to mental capacity

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
Meet your responsibilities under the Financial Conduct Authority’s regulatory frameworks relating to mental capacity, contracting and decision-making, and arrears (CONC and MCOB), as well as wider UK law
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)

Training options

E-learning: a device responsive 30-40 minute e-learning package

Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account