DMBM800110 – Time to pay: What you need to find out from the customer in a time to pay discussion

Having established that a customer is a genuine ‘can’t pay’ case, you must assess

• how much help the customer needs, and
  
  
• what information we need to help them overcome the problem.

Arrangement duration – 3 months or less

Where the customer requests time to pay over 3 months or less

• accept the customer’s proposals without recording details of income and expenditure
  
  
• make a note of the arrangement details and any known assets.

Arrangement duration – over 3 months

Any proposal to clear a debt that will take longer than 3 months needs to be supported by details of assets, income and expenditure.

• Record these on an Income & Expenditure form ( form 36A-1) so that you can determine the appropriate level of repayment.

Where possible

• obtain the details during the same telephone conversation, or
  
  
• get the customer to ring you back with the required information.

Where exceptionally the customer cannot supply the details over the telephone you should send them a form 36A-1 with a strict time limit for completion and return. If the form is not returned within by the agreed date

• resume normal action.