Do the right thing, Adviser's and creditors experience of best practice ...

Step 4A number of advisers told us that theyfound Capital One’s Speciality Support Unitparticularly helpful. Whenever they had aproblem, they could contact a well trained,knowledgeable member of staff who couldanswer their questions and take actionif need be. This helped them resolveproblems quickly so that they couldmove on and help other clients.Capital One told us:Our Speciality Support Unit is split intothree sections: one to help third party debtmanagement agencies; one to help peoplein financial difficulties; and another to helppeople in severe hardship, like those withmental or physical health problems, thebereaved, the terminally ill or those whohave had to give up work to care forsomeone. Dividing the work up in thisway means we can continue to providean excellent service to all our customers,no matter what problems they are facingor how they’ve chosen to deal with theirfinancial problems.”