Related provisions for CONC 7.9.1

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A firm must not in a communication with the customer make a statement which may induce the customer to contact the firm misunderstanding the reason for making contact.[Note: paragraph 3.3d of DCG]
(1) 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](2) The clear fair and not misleading rule in CONC 3.3.1 R also applies to a firm in relation to a communication with a customer in relation to credit agreement1 or a consumer hire agreement.
A firm must not contact customers at unreasonable times and must pay due regard to the reasonable requests of customers (for example, customers who work in a shift pattern) in respect of when, where and how they may be contacted.[Note: paragraphs 3.3j and k of DCG]
A firm must not require a customer to make contact on a premium rate or other special rate telephone number the charge for which is higher than to a standard geographic telephone number.[Note: paragraph 3.3l of DCG]
When contacting a customer:(1) a firm must ensure that it does not act in a way likely to be publicly embarrassing to the customer; and(2) a firm must take reasonable steps to ensure that third parties do not become aware that the customer is being pursued in respect of a debt[Note: paragraph 3.7q of DCG].
CONC 7.9.11GRP
A firm which:(1) threatens debt recovery action against the “occupier” of particular premises; or(2) sends a payment demand to all persons sharing the same name and date of birth or address as the customer;is likely to contravene CONC 7.9.10 R.[Note: paragraphs 3.9a (box) and 3.9b (box) of DCG]
CONC 7.9.13GRP
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
CONC 7.9.14RRP
A firm must ensure that all persons visiting a customer's property on its behalf act at all times in accordance with the requirements of CONC 7 and do not:(1) act in a threatening manner towards a customer;(2) visit a customer at a time when they know or suspect that the customer is, or may be, particularly vulnerable;(3) visit at an inappropriate location unless the customer has expressly consented to the visit;(4) enter a customer's property without the customer's consent or
CONC 7.14.6RRP
Where a customer disputes a debt and the firm seeking to recover the debt is not the lender or the owner, the firm must:(1) pass the information provided by the customer to the lender or the owner; or[Note: paragraph 3.23h of DCG](2) if the firm has authority from the lender or owner to investigate a dispute, it must notify the lender or owner of the outcome of the investigation.
CONC 7.14.10RRP
If a firm rejects a repayment offer because it is unacceptable, the firm must not engage in any conduct intended to, or likely to, have the effect of intimidating the customer1 into increasing the offer.[Note: annex A5 of DCG]
CONC 7.14.11GRP
Examples of conduct that may contravene CONC 7.14.10 R would, depending on the circumstances, include where following an unacceptable offer a firm immediately:(1) sends field agents to visit the customer or communicates to the customer that it will do so;[Note: annex A5 (box) to DCG](2) substantially increases the rate of interest or imposes a substantial charge or communicates that is will do either of those things.
CONC 7.14.14RRP
If a firm accepts a customer's offer to settle a debt, it must communicate formally and unequivocally that the offer accompanied by the relevant payment has been accepted as settlement of the customer's liability.[Note: paragraph 3.3h of DCG]
CONC 7.11.1RRP
When contacting customers, a firm must not misrepresent its authority or its legal position with regards to the debt or debt recovery process.[Note: paragraph 3.4 of DCG ]
CONC 7.11.2GRP
For example, a person misrepresents authority or the legal position if they claim to work on instructions from the courts as bailiffs or, in Scotland, sheriff officers or messengers-at-arms, or in Northern Ireland, to work on instructions from the Enforcement of Judgements Office when this is untrue.[Note: paragraph 3.5a of DCG ]
CONC 7.11.3RRP
A firm must not use official looking documents which are designed to, or are likely to, mislead a customer as to the status of the firm.[Note: paragraph 3.3a of DCG ]
(1) A firm must not exercise its rights under a continuous payment authority (or purport to do so):(a) unless it has been explained to the customer that the continuous payment authority would be used in the way in question; and(b) other than in accordance with the terms specified in the credit agreement or the P2P agreement.(2) If a firm wishes a customer to change the terms of a continuous payment authority it must contact the customer and:(a) provide the customer with an adequate
CONC 7.13.10GRP
A firm should take reasonable steps to seek to ensure that, where it has engaged a third party to recover debts on its behalf, the customer is not subject to multiple approaches by different persons, resulting in repetitive or frequent contact with the customer by different parties.[Note: paragraph 3.7c of DCG]
CONC 7.15.5GRP
If the lender or owner has been in regular contact with the customer during the limitation period, the firm may continue to attempt to recover the debt.[Note: paragraph 3.15b of DCG]
(1) Failure to comply with CONC 6.5.2 R, which sets out when a firm must give notice to a customer where a regulated credit agreement has been assigned to a third party, will be taken into account by the FCA in taking decisions about a firm'spermission or about taking other action.[Note: paragraph 3.7g of DCG](2) CONC 6.5.2 R makes it clear that where arrangements for servicing the credit change at the time of the assignment of a regulated credit agreement, notice must be given
CONC 7.12.3GRP
(1) CONC 1.2.2 R requires a firm to ensure its employees and agents comply with CONC and that it takes reasonable steps to ensure other persons who act on its behalf do so. This rule would apply where a debt collector acts as agent or on behalf of a lender.(2) Situations where it may be justified for a firm to refuse to deal with a person acting on behalf of a customer may include, for example, refusing to deal with that person where the firm is able to show that the person has