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This is the information given to staff to work from in assessing financial hardship cases.
CRITERIA for considering refund
What priority debts does customer have. Will they lose their house / Reposession
Utility arrears such as gas/electricity threat of being cut off/warrant sales
Level of priority debt arrears against free income available
Is there a reputation risk to the bank if we don't pay out?
Serious health issues both physically and mentally
threat of possible suicide
CRITERIA for considering refund
What priority debts does customer have. Will they lose their house / Reposession
Utility arrears such as gas/electricity threat of being cut off/warrant sales
Level of priority debt arrears against free income available
Is there a reputation risk to the bank if we don't pay out?
Serious health issues both physically and mentally
threat of possible suicide
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