--- title: Flexys - Compliance Checklist description: Use our free interactive checklist to assess your collections compliance with FCA Consumer Duty. Get a score and RAG rating to identify potential risks. image: https://info.flexys.com/hubfs/put%20image%20on%20top%20(3).png --- [![flexys](https://info.flexys.com/hubfs/flexys-logo%20(1)-3.svg "flexys")](http://www.flexys.com) ## The 5-minute Compliance Health Check Use this tool to perform a quick health check of your collections operation and identify potential gaps before they become significant risks.  The health check is for guidance purposes only and does not constitute formal regulatory advice. ### Section 1: Identification and Recording Effective support starts with accurate and consistent identification. Your systems and processes must be equipped to spot, record, and share information about customer vulnerability. 1. Do we have a clearly documented, firm-wide policy for defining and identifying a vulnerable customer? Yes No Partially 2. Do we train collections staff on how to identify not just obvious vulnerability but also potential, non-obvious signs? Yes No Partially 3. Does our collections system allow an agent to easily and permanently flag a customer's account with a vulnerability marker? Yes No Partially 4. Once a vulnerability flag is applied, is it instantly visible to **all** other agents and users who may interact with that customer in the future, across all channels? Yes No Partially 5. Do our digital channels (e.g., self-service portals) provide a discreet way for customers to self-disclose their circumstances? Yes No Partially ### Section 2: Fair and Flexible Treatment Once a vulnerable customer is identified, your firm must have the flexibility to offer appropriate forbearance and tailored solutions, moving beyond a one-size-fits-all collections strategy. 6. Can our collections system support a wide range of forbearance options beyond a standard payment plan (e.g., temporary payment holds, interest freezes, token payment plans)? Yes No Partially 7. Do our agent workflows systematically guide them towards compliant, pre-approved forbearance options once a customer is flagged as vulnerable? Yes No Partially 8. Do we have a clear and consistent process for signposting customers to free, impartial debt advice (e.g., StepChange, National Debtline), and can we track when this has been done? Yes No Partially 9. Have our agent incentive and bonus structures been reviewed to ensure they do not create a conflict with the fair treatment of vulnerable customers (e.g., rewarding only cash collected)? Yes No Partially 10. Are there clear, system-enforced procedures for handling customers who are in a statutory "Breathing Space" period? Yes No Partially ### Section 3: Audit, Oversight & Control Demonstrating compliance requires more than just saying you do the right thing; you must be able to prove it with a complete, immutable audit trail for every single customer. 11. Can we, on demand, produce a complete and unchangeable audit trail for any given customer, detailing every action and communication? Yes No Partially 12. Are all customer communications (call notes, emails, SMS, portal messages, letters) stored in a single, unified customer view, rather than fragmented across different systems? Yes No Partially 13. Do we conduct regular reviews and analysis of customer outcomes (e.g., comparing outcomes for vulnerable vs. non-vulnerable customers) to ensure our policies are effective? Yes No Partially 14. Does our system allow for robust access controls, ensuring that sensitive customer data can only be viewed by authorised personnel? Yes No Partially 15. Can our compliance or management team easily monitor agent activity and customer interactions without having to manually pull data from multiple spreadsheets? Yes No Partially Calculate my score & continue Please answer all questions before proceeding.   The traditional approach to managing debt – waiting for a missed payment – is no longer sufficient. It's time to shift from reactive firefighting to proactive support, fostering stronger bonds and protecting both your customers and your bottom line. ![Flexys Pre-arrears Strategy guide](https://info.flexys.com/hs-fs/hubfs/Pre-arrears%20Guide%20900.png?width=900&height=630&name=Pre-arrears%20Guide%20900.png "Flexys Pre-arrears Strategy guide") This checklist is for guidance purposes only and does not constitute formal regulatory advice. ISO No: 719933. Flexys Solutions Ltd. Company No: 10536443 - [Privacy Policy](https://www.flexys.com/privacy-policy) - [Modern Slavery](https://www.flexys.com/modern-slavery) - [Terms and conditions](https://www.flexys.com/terms-and-conditions)