Code of Conduct

Debt Managers Standards Association Limited (DEMSA)
Code of Conduct (The Code)

1. Introduction
2. Availability of the Code
3. Membership of DEMSA
4. Compliance with Statutory Regulations
5. Compliance with OFT Debt Management Guidance Notes
6. Training
7. Marketing, Advertising and Publicity
8. Information to be provided to Consumers
9. Vulnerable Consumers
10. Contract Terms
11. Client Accounts
12. Debt management Services
13. Client Interests
14. Lenders
15. Redress
16. Failure of a Debt Management Company
17. Extreme Hardship Cases
18. Administration and Monitoring of the Code
19. Annex for Individual Voluntary Arrangements (IVA’s)
20. Complaints Handling and Independent Redress Procedures
21. Code Administrator
22. Complaints
23. DEMSA duties and Responsibilities
24. Compliance & Discipline Panel
25. Disciplinary Action
26. Sanctions
27. Costs
28. Financial Ombudsman Service