Arrears & Possessions

20 November 2018, London

This seminar will explore effective ways to embed an arrears and forbearance process which ensures, taking account of the FCA’s expectations, that you have the tools and techniques to deliver consistently fair outcomes for your customers, based on their individual circumstances.

Through listening to industry expert speakers and engaging in discussions with your peers in the industry, you will go away with the knowledge and tools to help you develop a proactive and forward-looking strategy within your business which effectively engages borrowers in financial difficulty.

This seminar will look at the fair treatment of vulnerable customers whilst exploring over-forbearance and navigating the legalities of possessions in order to satisfy the courts and regulator whilst achieving the best outcome for the customer.  


  • Consumer Vulnerability & Duty of Carehow to provide fair, appropriate and standards of practice to customers who have debt problems due to significant health issues (both mental and/or physical health).
  • Panel Session: Reviewing your Interest Only End of Term Processan opportunity to reflect on the approach taken by lenders and establish industry best practice discussing any challenges encountered.
  • Is forbearance delivering the right outcome for the customer?why over forbearance might have occurred, what are the signs to be looking out for, and what steps might be taken to review these accounts to ensure the right customer outcomes are delivered.    
  • Debt landscape & formation of The Single Financial Guidance Body - an update on the creation of the SFGB and what it will mean for MAS’s current work in the debt advice space.
  • Panel session: Economic Outlook - a review of the economic outlook, providing views on expected levels of arrears and repossessions over the coming year and what factors will have an impact on the number of repossessions. We will also be exploring the impact of rate rises on consumers.
  • Digital Innovationhow Open Banking and a digital consumer journey can provide debt solutions in a digital age.

Who should attend?
This event is aimed at those looking after an arrears function as well as executives in customer service and operations roles. It is also likely to be of interest to those in compliance and conduct risk roles. 

etc venues The Hatton, London EC1

09.30 for a 10.00 start; concluding approximately 15.45

£350 VAT exempt - BSA members/associates only
The cost includes course documentation, lunch and refreshments.

This event is now fully booked. Please email Christie Sharp to be added to the waiting list.



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