Customer Payment Difficulty: Call Flow & Checklist
Why it matters
The FCA’s Consumer Duty has raised expectations on affordability and vulnerability oversight in car finance. Firms can no longer rely on occasional QA checks or vague call notes. Regulators now expect you to:
Evidence how you identify and support vulnerable customers
Demonstrate consistent processes across every call handler
Show clear outcomes under PRIN 2A.8 if asked to by the FCA
Without a repeatable, well-documented approach, firms face increased regulatory risk, remediation costs, and reputational damage.
How the checklist helps
This call flow and checklist translates regulatory guidance into a practical, step-by-step tool for your frontline teams.
✅ A clear structure for sensitive payment conversations
✅ Built-in escalation and signposting prompts aligned with FCA expectations
✅ Guidance on structured note-taking to strengthen your evidence base
✅ A quick-reference checklist agents can use every day
✅ A compliance-ready framework you can adapt to your firm’s policy
With this tool, you can empower staff, protect customers, and prove to the FCA that your firm takes vulnerability oversight seriously.