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. Overzicht

1.1 Referenties

1.2 Geïdentificeerde eisen

1.3 Gerelateerde standaarden

2. Geïdentificeerde eisen

3. Gerelateerde standaarden

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