Guideline 3: Provision of information and assistance to the consumer

3.1 The creditor should communicate clearly and in plain language.

3.2 The creditor should provide support and, at least, the following information to consumers in payment difficulties:

• a) the number of payments either missed or only paid in part;
• b) the total sum of the payment shortfall;

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• c) the charges incurred as a result of the payment shortfall;
• d) the importance of the consumer co-operating with the creditor to resolve the situation.

3.3 In cases where the consumer’s payment difficulties persist, the creditor should provide the following information to the consumer:

• a) information regarding the consequences of missing payments (e.g. costs, default interest rate, possible loss of property, etc.); and
• b) information about available government/public schemes or support.
•  A1

1. Übersicht

1.1 Referenzen

1.2 Identifizierte Anforderungen

1.3 Zugehörige Standards

2. Identifizierte Anforderungen

3. Zugehörige Standards

• EBA -

  EN: Guidelines and other publications of the European Banking Authority (EBA), https://www.eba.europa.eu/. © European Banking Authority. Reproduction is authorised provided the source is acknowledged (EBA legal notice). Divided into sections and converted into the GRCA format, the wording unchanged. Only the versions published by the EBA are authoritative.

  DE: Leitlinien und weitere Veröffentlichungen der Europäischen Bankenaufsichtsbehörde (EBA), https://www.eba.europa.eu/. © European Banking Authority. Wiedergabe mit Quellenangabe gestattet (Rechtlicher Hinweis der EBA). In Abschnitte aufgeteilt und in das GRCA-Format umgewandelt, der Wortlaut unverändert. Maßgeblich sind allein die von der EBA veröffentlichten Fassungen.