An example of a misleading communication in CONC 7.9.2 R is a calling card left at the customer's address which states or implies that the customer has missed a delivery and encourages the customer to make contact.
[Note: paragraph 3.3d (box) of DCG]
When contacting a customer:
Failure to explain the purpose and intended outcome of a proposed initial visit to the customer or2 to give adequate notice prior to a proposed2 initial visit to the customer may not contravene CONC 7.9.12 R, provided that2 the customer is happy to speak to the person pursuing recovery of the debt at that time. However, where, at the initial visit the customer indicates a preference to use the first visit to agree a more convenient time for a future visit, the person pursuing recovery of the debt should respect the customer's wishes. It is important that the customer is given reasonable time to prepare for a visit and should not be coerced or pressurised into immediate discussions or decisions.
[Note: paragraph 3.13g (box) of DCG]22
act in a threatening manner towards a customer;
visit at an inappropriate location unless the customer has expressly consented to the visit;
refuse to leave a customer's property when it becomes apparent that the customer is unduly distressed or might not have the mental capacity to make an informed repayment decision or to engage in the debt recovery process;
refuse to leave a customer's property when reasonably asked to do so;
[Note: paragraphs 3.12 and 3.13 of DCG]