Competency Framework: debt

Technical Domains

2. Debt

This domain is about issues relating to debt, including: common types of debt e.g. credit cards, council tax/rates etc; priority and non-priority debts, loans from illegal and dubious sources; sources of support; scams. The domain comprises Tier 1 only. 

It is important that you’re aware of where the regulated boundaries are and do not go beyond them (please refer to ‘The boundaries of the service and of your role’ and the description of advice and guidance). Guidance can provide information and/or options for customers' choice of debt solution without making an explicit recommendation. You must not recommend a specific course of action based on the customers' individual circumstances and/or goals.

2.1.1 Awareness of the common types of debt on which customers typically seek advice and guidance (e.g. credit cards, loans, council tax/rates etc.)
2.1.2 Awareness of the difference between priority and non-priority debts
2.1.3 Awareness of the likely triggers for debt
2.1.4 Awareness of reasons why individuals might seek out loans from illegal or dubious source such as loan sharks, family and friends and typical issues this can cause
2.1.5 Determine if customers are managing to keep up with payments, if they cannot cope, or if there is an urgent situation (e.g. enforcement agents)
2.1.6 Signpost or refer customers to appropriate local and national organisations that provide advice and guidance on debt issues and sources of support
2.1.7 Support customers in accessing online portals and using toolkits, which might include completing information on their behalf
2.1.8 Provide factual information in response to specific, targeted questions (e.g. describing a debt management plan; individual voluntary arrangement etc.)
2.1.9 Awareness of scams and what to do if a customer has been the subject of a scam

Training and qualifications

Find out about external training for the debt domain.

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