Vulnerability Policy

The requirement for enforcement agents and their firms to have policies and procedures for identifying and responding to vulnerability in debtors. Vulnerability may arise from physical or mental health conditions, age, bereavement, language barriers, or other factors that affect the debtor's ability to engage with the enforcement process.

In practice

Enforcement agents are trained to recognise signs of vulnerability during visits. When vulnerability is identified, the agent should consider pausing enforcement, referring the debtor to free debt advice, and reporting to their compliance team. The Enforcement Conduct Board monitors firms' vulnerability policies. Creditors and agents must not pursue enforcement where doing so would cause disproportionate harm to a vulnerable person.