Family and Domestic Violence

CCS is dedicated to supporting customers affected by Family and Domestic Violence (FDV). When we become aware that a customer is experiencing or has experienced FDV, our priority is to ensure their safety. Once we confirm that the customer is in a secure environment and can communicate freely, we will verify their preferred contact details to provide information in the safest manner possible.

We will ask:

• How would you prefer to receive correspondence (via phone, email, or postal mail), especially if the abuser is in the household and you wish to keep notices private?
• What is the best time of day for us to reach out, ensuring you can discuss your situation comfortably?

Understanding the profound impact of FDV on our customers, we strive to create a supportive and secure communication environment.

Our commitments include:

• We will make every effort to minimize the number of times a customer has to share their experiences.
• We will never ask customers to communicate directly with their abuser.
• We will not disclose a borrower’s information to joint borrowers.
• We will handle information requests carefully to prevent unintentional sharing of personal details.
• We will emphasize the importance of maintaining direct communication and adhering to agreed payment schedules to avoid standard collection actions after hardship arrangements conclude.
• In cases of known FDV, we will exercise caution during authorised third-party contacts to protect the customer’s privacy and security.
• What is the best time of day for us to reach out, ensuring you can discuss your situation comfortably?

Additionally, we will check if the customer needs further support and provide them with a list of resources for additional assistance, such as those found on our website under Helpful External Resources.