Compliance In Consumer Debt Collection

Friday 24 October, 2008

The Campanile Hotel, Milton Keynes

9.30am to 4pm

What You'll Learn

It has never been easier for a customer and/or their appointed representatives to complain about a debt collector's behaviour. Don't take the risk…

Comments from previous attendees:

"Excellent value for money. Very informative. Great way to network with colleagues in your industry"

"Excellent - gave a thorough explanation of the intent and expectations around the DCG. Also, gave real direction of approach businesses should take to remain compliant"

"Very good. More courses like this please!"

Core course elements:

  1. Unfair Debt Collection Practices: Avoid damaging publicity and loss of licence. Practical advice given on translating the Office of Fair Trading guidance note into workable practices. Understand the importance of the OFT Press Release dated 8 April 2008 in respect of unacceptable debt collection practice.
  2. Investigations into Complaints against Debt Collectors and Debt Collection Agencies: Understand the newly launched forms for use by advisers and 3rd party organisations who wish to submit complaints to the Office of Fair Trading about debt collection behaviour. Discuss real-life scenarios and listen to real-life calls which illustrate inadvertent breaches of legislation.
  3. Treating Customers Fairly: The headline is obvious but how does this FSA requirement translate into workable policies within your collections operation? Discuss the potentially landmark case concering the rejection of IVA proposals in the context of TCF. What is your policy on dealing fairly with customers who are experiencing mental health problems? Is it fair to exercise your right to litigate when the balance is relatively small? What is the difference between 'creative wording' and unfair practice? Discuss these and similar issues in an open, friendly and interactive workshop environment.
  4. Complaint Handling Rules with effect from 6 April 2007 - The Financial Ombudsman Service: Ensure your orgnisation is compliant. Is there REALLY any difference between a complaint and a dispute in the context of these rules? Are you CERTAIN your customers are not being told to write in if they have a complaint? Understand the requirements of your own internal complaints procedure to avoid fines and compensation claims. Discuss the issue of frivolous and vexatious complaints.
  5. I Want a Copy of my Signed Agreement!: Is your organisation able to provide this information and are you aware of the consequences of failing to provide? What happens if a customer hasn't signed an agreement - e.g. in respect of a catalogue debt? How strong is the argument that a debt buyer 'inherits' the rights of the original creditor but not the duties? Join the debate!"
  6. Statute Barred Debt: The Limitation Act has existed since 1980 but many organisations still interpret this piece of legislation in a variety of ways. Ensure YOUR organisation's interpretation is fully compliant in relation to debt collection.
  7. Unacceptable Use of Automated Diallers: A practical guide to OFCOM regulations. Avoid damaging publicity and a hefty fine.