CONC 7.2 Clear effective and appropriate arrears policies and procedures
Arrears policies
A firm must establish and implement clear, effective and appropriate policies and procedures for:
In developing procedures and policies for dealing with customers who may not have the mental capacity to make financial decisions, firms may wish to have regard to the principles outlined in the Money Advice Liaison Group (MALG) Guidelines “Good Practice Awareness Guidelines for Consumers with Mental Health Problems and Debt”.
[Note: paragraph 3.7r (box) of DCG]