Arrears & Default Policy Template
Length: 10 Pages
Applies to: Consumer Credit Firms
Get a fully editable Arrears and default Policy Template designed to help firms meet the requirements of the FCA’s Consumer Credit Sourcebook (CONC 7) and the Consumer Duty. This detailed policy provides a structured framework for managing customers who fall into arrears or default, emphasising fair treatment, proactive engagement, and regulatory compliance throughout the collections journey.
The document outlines clear procedures for identifying arrears at an early stage, setting out communication strategies, forbearance options, and escalation protocols to support customers and prevent further detriment. It includes guidance on payment plan arrangements, default notice handling, vulnerability assessments, and engagement with debt advice providers, ensuring compliance with CONC 7.3–7.16 and FCA expectations on treating customers fairly.
Templates and workflow tools are included for logging arrears, documenting customer interactions, and managing forbearance agreements. The policy also supports internal training on collections conduct, helping firms implement proportionate responses tailored to the customer’s financial position, while protecting the firm’s legal and regulatory position.
The document emphasises governance and oversight, with clear roles for collections teams, compliance officers, and senior management. It includes MI and reporting frameworks to help track outcomes, measure customer treatment, and identify areas for improvement, aligned with FCA expectations on monitoring customer support and outcomes under the Consumer Duty.
This Microsoft Word template is instantly downloadable and fully editable. It is ideal for consumer credit providers, retail lenders, fintech, debt purchasers, and compliance teams. It saves time while supporting robust arrears management that meets regulatory standards, promotes fair outcomes, and helps maintain trust with customers in financial difficulty.
Length: 10 Pages
Applies to: Consumer Credit Firms
Get a fully editable Arrears and default Policy Template designed to help firms meet the requirements of the FCA’s Consumer Credit Sourcebook (CONC 7) and the Consumer Duty. This detailed policy provides a structured framework for managing customers who fall into arrears or default, emphasising fair treatment, proactive engagement, and regulatory compliance throughout the collections journey.
The document outlines clear procedures for identifying arrears at an early stage, setting out communication strategies, forbearance options, and escalation protocols to support customers and prevent further detriment. It includes guidance on payment plan arrangements, default notice handling, vulnerability assessments, and engagement with debt advice providers, ensuring compliance with CONC 7.3–7.16 and FCA expectations on treating customers fairly.
Templates and workflow tools are included for logging arrears, documenting customer interactions, and managing forbearance agreements. The policy also supports internal training on collections conduct, helping firms implement proportionate responses tailored to the customer’s financial position, while protecting the firm’s legal and regulatory position.
The document emphasises governance and oversight, with clear roles for collections teams, compliance officers, and senior management. It includes MI and reporting frameworks to help track outcomes, measure customer treatment, and identify areas for improvement, aligned with FCA expectations on monitoring customer support and outcomes under the Consumer Duty.
This Microsoft Word template is instantly downloadable and fully editable. It is ideal for consumer credit providers, retail lenders, fintech, debt purchasers, and compliance teams. It saves time while supporting robust arrears management that meets regulatory standards, promotes fair outcomes, and helps maintain trust with customers in financial difficulty.
Length: 10 Pages
Applies to: Consumer Credit Firms
Get a fully editable Arrears and default Policy Template designed to help firms meet the requirements of the FCA’s Consumer Credit Sourcebook (CONC 7) and the Consumer Duty. This detailed policy provides a structured framework for managing customers who fall into arrears or default, emphasising fair treatment, proactive engagement, and regulatory compliance throughout the collections journey.
The document outlines clear procedures for identifying arrears at an early stage, setting out communication strategies, forbearance options, and escalation protocols to support customers and prevent further detriment. It includes guidance on payment plan arrangements, default notice handling, vulnerability assessments, and engagement with debt advice providers, ensuring compliance with CONC 7.3–7.16 and FCA expectations on treating customers fairly.
Templates and workflow tools are included for logging arrears, documenting customer interactions, and managing forbearance agreements. The policy also supports internal training on collections conduct, helping firms implement proportionate responses tailored to the customer’s financial position, while protecting the firm’s legal and regulatory position.
The document emphasises governance and oversight, with clear roles for collections teams, compliance officers, and senior management. It includes MI and reporting frameworks to help track outcomes, measure customer treatment, and identify areas for improvement, aligned with FCA expectations on monitoring customer support and outcomes under the Consumer Duty.
This Microsoft Word template is instantly downloadable and fully editable. It is ideal for consumer credit providers, retail lenders, fintech, debt purchasers, and compliance teams. It saves time while supporting robust arrears management that meets regulatory standards, promotes fair outcomes, and helps maintain trust with customers in financial difficulty.