Field-Based Mediation Services
Association members visit borrowers in their homes to collect information on arrears issues. We obtain background details on the borrower's current status and make recommendations to resolve the arrears issue between the borrower and the lender.
Each of the organisations subscribing to this web site has its own Code of Conduct that is available upon request. Common practices across all participants relate to the recruitment and monitoring of field agents and compliance with industry best practice guidelines, and include the following:
- Possession of a Consumer Credit Licence by all Field Agents
- Full criminal records checks on Field Agents as part of the recruitment process
- Full training programmes for all Field Agents and staff
- Performance monitoring of all Field Agents and staff
- An implemented Treating Customers Fairly (TCF) policy
- Appropriate Professional Indemnity cover
Each organisation has a robust complaints procedure that is fully compliant with the requirements of TCF and the Financial Ombudsman. Details of individual Codes of Conduct are available upon request to the individual organisations.