Guideline 1: Establishment of policies and procedures

1.1 The creditor should establish, and keep up to date, procedures to detect, as early as possible, consumers going into payment difficulties.

1.2 The creditor should establish, and keep up to date, policies and procedures for the effective handling of and engagement with consumers in payment difficulties. The consumer engagement policy should include that the creditor provides adequate information, for example, through websites and written materials, and support for consumers in payment difficulties.

1.3 The creditor should provide adequate training for staff dealing with consumers in payment difficulties.

1. Resumen

1.1 Referencias

1.2 Requisitos identificados

1.3 Estándares relacionados

2. Requisitos identificados

3. Estándares relacionados

• EBA - Published by the European Banking Authority at https://www.eba.europa.eu/