17 dic 2021 año - Case Study

Descripción:

In December 2021, a client who lived alone with two children under 10 years old had been receiving threatening letters from a debt collection agency regarding an old debt. She was extremely distressed and the constant contact with Cabot exacerbated existing mental health conditions to the point where she admitted she had begun to have suicidal thoughts. Citizens Advice Newcastle contacted the debt collection agency on her behalf and asked that they stop the contact until a full solution was agreed.

Citizens Advice Newcastle explained how the contact was affecting her and her family and they agreed to hold all communication. Unfortunately, this did not happen, whereupon Citizens Advice Newcastle interceded again and requested a write-off of the debt due to the stress and the fact that the company had gone back on its word.

The case was eventually passed to senior management in this company and an apology was issued. The company agreed to completely write off the debt and in addition provided the client with compensation to the value of £200. The client was overjoyed and expressed relief that Citizens Advice Newcastle had managed to help her and her children, and the compensation money was crucial to her being able to provide her children with both a happy home and a good Christmas.

Añadido al timeline:

fecha: