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How to do the right thing

12 October 2011

How to do the right thing cover

Examples of good practice that help consumers address and overcome periods of financial difficulty


A large amount of positive work has been undertaken in recent years to help consumers in financial difficulty and ensure free high quality independent advice is available to those who need it:

Organisations in the free advice sector wanted to build on this work. In 2010 they published Do the right thing, which set out how they believe creditors can achieve good practice in debt collection.1

Following the launch of this report, local and national government agencies, creditors, debt collectors, bailiffs and advisers came together to form the 'Addressing Financial Difficulties' good practice working party (AFD).

AFD members agree that despite all the positive work that has been undertaken to help struggling consumers some problems still exist:

But these problems don't always happen. Why is this? And, when they do, how can we overcome them?

This publication seeks to answer these questions and promote constructive engagement between creditors, advisers and consumers, leading to better and more consistent outcomes for all.

It brings examples of good practice from different sectors together to set out a five part approach toaddressing financial difficulties:

How to do the right thing [Adobe Acrobat Document 0.56 MB]

1.Do the right thing, Citizens Advice, 2010.