Related provisions for CONC 7.11.9

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CONC 7.11.1RRP
CONC 7.11.2GRP
CONC 7.11.3RRP
A firm must not use official looking documents which are designed to, or are likely to, mislead a customer as to the status of the firm.[Note: paragraph 3.3a of DCG ]
CONC 7.11.4RRP
A firm must not falsely suggest or state that it is a member of a trade body or is accredited by a trade body.[Note: paragraph 3.5c (box) of DCG ]
CONC 7.11.5GRP
CONC 7.11.6RRP
A firm must1 not suggest or state that action can or will be taken when legally it cannot be taken.[Note: paragraph 3.5b of DCG]
(1) An example of a misleading communication in CONC 7.9.2 R is a calling card left at the customer's address which states or implies that the customer has missed a delivery and encourages the customer to make contact.[Note: paragraph 3.3d (box) of DCG](2) The clear fair and not misleading rule in CONC 3.3.1 R also applies to a firm in relation to a communication with a customer in relation to credit agreement1 or a consumer hire agreement.
CONC 7.9.12RRP
Unless it is not practicable to do so, a2firm must ensure that a person visiting a customer on its behalf:2(1) clearly explains to the customer the purpose and intended outcome of the proposed visit; and[Note: paragraph 3.12 of DCG](2) gives the customer adequate notice of the date and likely time (at a reasonable time of day) of the visit.[Note: paragraph 3.13g of DCG]
CONC 7.9.14RRP
CONC 7.15.6RRP
A firm must endeavour to ensure that it does not mislead a customer as to the customer's rights and obligations.[Note: paragraph 3.15b of DCG]
CONC 7.15.7GRP
It is misleading for a firm to suggest or state that a customer may be the subject of court action for the sum of the statute barred debt when the firm knows, or reasonably ought to know, that the relevant limitation period has expired.[Note: paragraph 3.15b of DCG]
A firm must establish and implement clear, effective and appropriate policies and procedures for:(1) dealing with customers whose accounts fall into arrears;[Note: paragraph 7.2 of ILG](2) the fair and appropriate treatment of customers, who the firm understands or reasonably suspects to be particularly vulnerable.[Note: paragraphs 7.2 and 7.2(box) of ILG and 2.2 (box) of DCG]