dmhef - MALG
Contents
1. the Finance and Leasing Associations Lending Code the Credit Services Association s Code of Practice It is recognised in The Financial Conduct Authority s Occasional Paper No 8 on Consumer Vulnerability No agency or individual from the creditor advice or health social care sectors is obliged to use the DMHEF It has been designed as a voluntary tool to improve the collection of information 1h Is the DMHEF copyrighted MALG and the Royal College of Psychiatrists hold the copyright to the DMHEF However you are encouraged to use photocopy or disseminate the DMHEF in its entirety as long as this is for non profit making purposes only If you wish to revise alter or reproduce questions from the DMHEF for any purpose you will need to obtain the permission of MALG and the Royal College of Psychiatrists How should creditors use the DMHEF 2a Overview the ten steps There are ten steps involved in a creditor using the DMHEF a mental health problem is identified the creditor finds out more about this the creditor decides a whether medical evidence is needed and b whether the customer can collect this evidence the creditor explains to the customer how the evidence will be used and gets their explicit consent to collect evidence for this purpose the creditor sends the customer a blank DMHEF a blank Consent Form a stamped addressed envelope with the creditor s address on it and a covering letter template le2. sends the customer a photocopy of the completed DMHEF and signed Consent Form for their records and b discusses the action they are now going to take with the customer The creditor should send a photocopy of the completed DMHEF and the signed Consent Form to the customer as soon as possible as they will want to see what has been written about their mental health problem When doing this the creditor should always strongly recommend to the customer that they send a copy of the completed DMHEF and a copy of the signed Consent Form to any other creditors they may have The creditor should also discuss with the customer the action they intend to take The Data Protection Act 1998 Sa Overview creditor responsibilities Creditors should be familiar with their responsibilities under the Data Protection Act 1998 These include but are not limited to obtaining explicit consent from the individual to collect evidence e ensuring that record management is compliant with the Act before using medical evidence that has been previously stored you must check this evidence is still accurate relevant and timely destroying any medical evidence that is no longer accurate relevant or timely 3b Explicit consent A key responsibility for creditors under the Data Protection Act 1998 is ensuring that an individual has received an explanation of how their information will be processed and that they have given their explicit consent for t
3. 6 form and a stamped addressed envelope with the creditors address on it The creditor will need to send the customer the following ablank DMHEF version 3 a blank Consent Form creditor version stamped addressed envelope with your organisations address on it The creditor should always attempt to write the customer s contact details the name of their organisation and if appropriate any reference number on the front of the DMHEF in the boxes provided the customer reads and signs the Consent Form By reading and signing the Consent Form the customer is giving their explicit consent for the health or social care professional to complete the DMHEF Unless the Consent Form is completed and signed the health or social care professional should not complete the DMHEF The creditor should be aware that before signing the Consent Form the customer may want to ask the creditor further questions about the DMHEF including what will happen to their information or with whom it might be shared It is important for creditors to remember that the Consent Form can also be completed and signed by a third party authorised to act on their behalf Step 7 the customer approaches a health or social care professional of their choosing to complete the DMHEF and gives them the blank DMHEF the signed Consent Form and stamped addressed envelope The customer should decide which health or social care professional to approach for
4. creditor decides a whether medical evidence is needed and b whether the customer can collect this evidence By this point the creditor should have spoken with the individual to establish how their ability to manage money has been impacted by the reported mental health problem a If despite this conversation unanswered questions concerns or doubts remain or the individual s situation is complex and needs further exploration the creditor may consider that medical evidence needs to be collected When taking this decision the creditor should check whether the customer has recently collected any medical evidence about their mental health problem e g in response to a previous request from another creditor either using the DMHEF or another method If so there may not be a need to collect fresh medical evidence b The creditor should then assess whether the customer will be able to collect this evidence from a health or social care professional If the customer is able to collect this evidence please continue to follow steps 4 10 in this Guide These steps describe how the customer and creditor should work together in order for evidence to be collected from a health or social care professional unable to collect this evidence please do_not follow steps 4 10 in this Guide Instead the customer will need to get help from an independent debt adviser see P16 P17 for contact details and they may need to be given addi
5. evidence This should be someone who knows the customer in a professional capacity such as a general practitioner psychiatrist nurse psychologist occupational therapist social worker or another worker The customer should provide this health or social care professional with a completed and signed Consent Form a blank copy of the DMHEF to complete and a stamped addressed envelope with the creditor s address on it Step 8 the health or social care professional completes the DMHEF and returns this and the Consent Form signed by the customer inthe stamped addressed envelope The health and social care professional completes signs and stamps the DMHEF and then returns this to the creditor in the stamped addressed envelope along with a copy of the Consent Form signed by the customer Step 9 the creditor receives the completed DMHEF and the customer Step 10 Consent Form and decides what action they will now take On its receipt the creditor should read and check the DMHEF ensuring it is signed and stamped by the health or social care professional to authenticate its completion and combat fraud The creditor should take into account the information in the DMHEF to help it make a decision on what action to take next For credible information on a range of mental health problems please visit www rcpsych ac uk debt The creditor may also wish to store in its records the Consent Form signed by the customer the creditor a
6. MHEF and has approved it as keeping to the Data Protection Act 1998 BOX 2 BOX 2 Information Commissioner s Office statement The following statement has been provided by the Information Commissioner s Office about the DMHEF It is important that creditor organisations and debt advisers have up to date relevant and accurate information about consumers who have mental health problems It is equally important that users of such information remain aware of the sensitivity of the data they are collecting keep it secure and use it only for the stated purpose The DMHEF version 3 is a tool that enables the collection of this information and it is clear that careful thought has gone into its design We welcome the opportunity to have reviewed the form and accompanying Guidelines and we are sure that the form can be used in a manner consistent with the principles of good data handling as set out in the Data Protection Act 1998 1f Who developed the DMHEF The DMHEF has been developed by the Royal College of Psychiatrists and the Money Advice Liaison Group in collaboration with creditors debt advice agencies mental health and social care professionals organisations people with experience of mental health and debt problems and carers 1g Which creditors recognise the DMHEF The DMHEF is recognised in the Lending Code sponsored by the British Bankers Association Building Societies Association and The UK Cards Association
7. THE DEBT AND MENTAL HEALTH EVIDENCE FORM V3 DMHEF USER GUIDE CREDITORS It is strongly recommended that this guide is read by creditors or their agents before the DMHEF is used for the first time Summary This guide introduces creditors and their agents to the Debt and Mental Health Evidence Form DMHEF Version 3 and the Consent Form that is used with it In Section 1 the guide covers the following questions 1a What is the DMHEF 1e How should the DMHEF be used 1b Why was the DMHEF created 1f Who developed the DMHEF 1c What evidence does it collect 1g Which creditors recognise the DMHEF 1d Who can use the DMHEF 1h Is the DMHEF copyrighted In Section 2 the guide describes in detail the ten steps that creditors should take when using the DMHEF and its accompanying Consent Form In Section 3 the guide considers creditors responsibilities under the Data Protection Act 1998 when using the DMHEF to collect medical evidence In Section 4 the guide provides answers to a series of other Frequently Asked Questions Resources The DMHEF V3 the accompanying Consent Form this User Guide and a one page user flowchart can all be downloaded at www malg org uk www rcosych ac uk debt 1a Whatis the DMHEF The DMHEF is a standardised form that can help creditors or debt advisers collect high quality and relevant medical evidence It is used most effectively when A an individual reports a mental
8. and those working with them Since 2006 we have run a research and intervention programme addressing the relationship between financial difficulties and mental health including information for creditors and debt advisers www rcosych ac uk debt Samaritans Support 24 hours a day www samaritans org UK08457 90 90 90 Republic of Ireland 1850 60 90 90 17 SANELINE National out of hours mental health helpline providing support and information 0845 767 8000 www sane org uk StepChange Debt Charity formerly The Consumer Credit Counselling Service Charity helping people who are over indebted through free independent and realistic support 0800 138 1111 www stepchange org 18 Appendix 1 standard template letter STANDARD TEMPLATE LETTER FOR CREDITORS TO USE WITH THE DEBT amp MENTAL HEALTH EVIDENCE FORM DRAFT Dear 1 Case reference Number Outstanding Balance We understand that you are experiencing mental health problems that are affecting your ability to manage your money To help us take the best course of action we would like you to obtain some further information about this Who should you collect this information from The information should be provided by a health or social care professional who knows you This person can be a doctor e g GP clinical psychologist or psychiatrist a nurse including mental health nurses a social worker an occupational therapist or any other qualified health or s
9. e customer s mental health problem they should ideally ask the customer to provide this information However if there is a need to obtain medical evidence e g the customer incurs a new debt and the customer s situation has changed then the DMHEF may be used to collect this medical evidence Due regard should be given to the Financial Conduct Authority FCA s Consumer Credit Sourcebook on Mental Capacity CONC Rule 2 10 see also P12 We strongly recommend that creditors refer to The MALG Royal College of Psychiatrists Briefing Note 4 that covers the issue of explicit consent under The Data Protection Act in depth It was issued on 3 April 2013 and is entitled Appropriately processing data from individuals with mental health problems under the Data Protection Act 1998 http www malg org uk briefing htm 1 In such cases relevant information about the mental health of the individual should be retained throughout the period of the debt only 11 Frequently Asked Questions FAQs 4a What should happen if the customer refuses to give their explicit consent If a customer is unwilling to give their explicit consent including explicit consent to complete the Consent Form then the process cannot continue The only exception may be if a third party is legally authorised to give consent on the behalf of a customer for example in cases where the customer lacks the mental capacity to make such a decision Healt
10. e customer or a third party with the authority to act on their behalf By doing this the customer is giving their explicit consent for a health or social care professional to complete the DMHEF This is explained in more detail on P6 P9 If the Consent Form is not a completed and signed by the customer and b shown to the health or social care professional they are highly likely to refuse to complete the DMHEF 1b Why was the DMHEF created The DMHEF has been created in response to reports from creditor and advice organisations about difficulties in collecting relevant and high quality medical evidence from health or social care professionals e which could help the creditor or advice organisation identify better and fairer decisions on what action to take when an individual reports that a mental health problem is affecting their ability to manage their money The current version of the DMHEF is Version 3 It was launched on the 28 of November 2012 Previous versions of the DMHEF should no longer be issued although creditors receiving older versions of the DMHEF should continue to accept these as some people will not be aware that Version 3 of the DMHEF is now available A common sense approach is needed ic What evidence does the DMHEF collect The DMHEF asks eight basic questions BOX 1 When completed by a health or social care professional who knows the individual the DMHEF can provide relevant information about
11. eir own process of obtaining explicit consent from the customer It should always be remembered that the Consent Form that accompanies the DMHEF even if returned to the creditor with the completed DMHEF only gives the customer s consent for the health or social care professional to complete the DMHEF It does not give the customer s explicit consent for anything else In short the creditor will need to go through their own process of obtaining explicit consent from the customer including an explanation of how that customer s data will be used stored shared and ultimately disposed of 15 5 Useful Sources of Information Useful resources Advice UK UK network of advice and information agencies 020 7469 5700 www adviceuk org uk Advice NI Leadership representation and support to independent advice organisations in Northern Ireland 028 9064 5919 www adviceni net Citizens Advice Independent charities providing advice and information across the UK Details of individual bureaux are available at England and Wales www citizensadvice org uk Scotland www cas org uk Northern Ireland www citizensadvice co uk Money Advice Service Telephone advice for clients eligible for Legal Aid and hosts national directory of advice providers 0845 345 4 345 http moneyadviceservice org uk StepChange Debt Charity formerly The Consumer Credit Counselling Service Charity helping people who are over indebted through free indepe
12. est for the completion of the DMHEF from a number of creditors and at different times how could this be avoided Creditors should check with the customer concerned whether any medical evidence about their mental health problem has a already been recently collected or b is about to be collected for another creditor a debt adviser or a different organisation The creditor is also strongly recommended to advise their customer to send a copy of the completed DMHEF and the signed Consent Form to all their creditors However this may not happen in reality 4f am a creditor who has received a photocopy of the DMHEF from a customer but no other documentation what should I do Customers may send photocopies of completed DMHEFs to their creditors This is most likely to happen in situations where the customer has had a DMHEF completed at the request of another creditor and the customer has then decided to send this to all their creditors Creditors are advised to review the submitted DMHEF consider its contents and to use this as the basis for a conversation with the customer about their situation In some situations creditors who receive such a photocopied version of a completed DMHEF may not receive a photocopy of the signed customer Consent Form It is vital to remember that this customer Consent Form only represents the consent that a customer gives to a health or social care professional to complete the DMHEF it therefore re
13. h and social care professionals should not complete the DMHEF unless the consumer has given their explicit and written consent for this to happen The Information Commissioners Office has made it clear that the responsibility rests with the health professional who should not complete the DMHEF without the consent of their patient 4b What if any bearing does the Financial Conduct Authority FCA s Consumer Credit Sourcebook CONC Rule 2 10 Mental Capacity have on the processing of the DMHEF Much of the Office of Fair Trading s Guidance Mental Capacity Guidance for Creditors has been transferred to the FCA Credit Sourcebook The law relating to mental capacity differs across the UK In England and Wales advisers should be familiar with the Mental Capacity Act 2005 In Scotland the Adults with Incapacity Scotland Act 2000 applies Northern Ireland does not have specific legislation relating to mental capacity and common law applies 4c Why doesn t the DMHEF contain a question asking the health or social care professional to estimate when an individual is likely to recover return to work We understand that information about when a customer is likely to recover from their mental health problem return to work would be valuable to some creditors and advisers However estimates or prognoses of such recovery return to work are extremely difficult for health and social care professionals to provide 1 Making a u
14. health problem to a creditor or debt adviser I B and the individual says that the mental health problem has impacted on their ability to manage their money C a debt adviser or collector has spoken in detail with the individual to establish how their ability to manage money has been impacted aE D but where despite this conversation unanswered questions concerns or doubts remain or the individual s situation is complex and needs further exploration E and additional information therefore needs to be collected from a health or social care professional who knows the individual in order to help creditors decide what action they should take a F and where the customer has given their explicit consent for such an approach to be made The DMHEF should not automatically be used every time an individual reports a mental health problem Instead before making the decision to use the DMHEF creditors and advisers should stop and consider whether a b they could collect the information they need simply by talking in more detail with the individual about the reported situation the time and resources it will take for the information to be collected is proportionate to the potential action being considered e g if a relatively minor action is being considered does this really require medical evidence to be collected The Consent Form The DMHEF is accompanied by a Consent Form this must be read signed and completed by th
15. his processing to take place Explanations given by creditors to customers about how their information will be processed should cover why their data is being collected and how and when their data will be recorded used shared stored and deleted To confirm that they a understand this explanation and b agree to their data being processed in this way the customer should be asked by the creditor to give their explicit consent There are numerous ways in which your organisation may wish to record this explicit consent for your own internal purposes see below However the customer should always be asked to read complete and sign the Consent Form and ensure it accompanies the DMHEF when the documents are submitted to the health or social care professional This Consent Form is always sent with the DMHEF to the health and social care professional and indicates to the professional that the customer has given their explicit consent for the professional to complete the DMHEF Unless the Consent Form is completed and signed the health or social care professional should not complete the DMHEF As noted above your organisation needs to record the customer s explicit consent for internal purposes Provided you receive it from the customer you may indeed do this Sometimes this is obtained by telephone sometimes it is received in writing Whatever the method organisations should have evidence to demonstrate that explicit consent was give
16. how an individual s mental health problem affects their ability to manage their money e any communication support or other relevant needs that the creditor and debt adviser should take into account BOX 1 The eight DMHEF questions The DMHEF invites the health or social care professional to answer eight questions Q1 what is your relationship with the person reporting the mental health problem Q2 does the person have a mental health problem Q3 whatis this mental health problem If it has a name or diagnosis what is it Q4 does the person have a mental health problem that affects their ability to manage their money Q5 if the person is receiving treatment or support for this mental health problem does the treatment or support affect their ability to manage their money Q6 when communicating with the person are there any special circumstances that a creditor needs to take into account Q7 what was the approximate date when a this mental health problem first started b the first treatment was given c the most recent episode took place and d is the episode on going is there anything else we should know about the person 1d Who can use the DMHEF The DMHEF can be used by creditors in situations where their customer agrees to collect medical evidence from a health or social care professional and to then share this with the creditor The DMHEF can be used by debt advisers a in situations where the adviser
17. is working on behalf of a client case work or b where the adviser is guiding an individual who is managing their own debt situation including the communication and negotiation with creditors assisted self help The DMHEF is usually always given to a customer by a creditor or a client by a debt adviser However members of the public may become independently aware of the DMHEF and may arrange for a completed DMHEF to be submitted If this happens the creditor or adviser should a check that the DMHEF is correctly completed by a health or social care professional including a service stamp or equivalent to verify its authenticity and b use the completed DMHEF to start a conversation with that individual about their situation The DMHEF has not been designed for independent use by individuals who are either not receiving the assistance of a debt adviser or who have not been issued a DMHEF by their creditor We would recommend that individuals in this situation should always get the help of a debt adviser see P16 P17 for contact details 1e How should the DMHEF be used There are ten steps that need to be taken when using the DMHEF These are described in detail on P6 P9 When using the DMHEF creditors need to be aware of their responsibilities under the Data Protection Act 1998 in regards to processing health data These are discussed in detail on P10 P11 However the Information Commissioners Office has reviewed the D
18. n and that this was acquired in a fair and lawful manner 10 Finally once explicit consent has been obtained this will authorise you to store information about the individual on the basis that a this information will be securely stored and b it will be destroyed when no longer relevant 3c Record management To comply with the Data Protection Act 1998 information should be kept on file for no longer than is necessary In practice you must judge each case individually For some individuals episodes of poor mental health which affect their ability to manage their money may last for several months while for others this could be longer Consequently you need to e review the information you hold about a customer lt assess whether that information still needs to be held e assess the likelihood that the information is still relevant and accurate If information is no longer relevant or accurate it should be either updated or securely destroyed or archived for future destruction We are strongly recommending debt advisers to proactively notify creditors or their agents of any changes in the nature of their customers mental health as promptly as possible since creditors who are also lenders are permitted to use relevant and accurate existing information on file to assess applications for further credit We recommend to creditors that rather than using the DMHEF to routinely or automatically update their information about th
19. nd mental health situation Consequently the DMHEF does not include a prognosis question 4d What about people with debt and mental health problems who are not in contact with a health or social care professional The DMHEF relies on information being collected from a health or social care professional However not every customer may be in contact with such a professional In these situations a creditor may wish to recommend that an individual either registers or re establishes contact with a General Practitioner It is important to remember that although an individual does not have contact with a health or social care professional they may still have a mental health problem If a customer needs urgent assistance or is in crisis as a direct result of the current state of their mental health they or the person working with them should contact the Samaritans Saneline or the Rethink Advice Line numbers under Part 5 If they or anyone else are in immediate danger of harm the police emergency number 999 should be called If the need is less urgent the individual concerned or the person working with them can still call the above organisations or call NHS Direct Alternatively the person can visit their General Practitioner Creditors or their agents should also consult and become familiar with their own internal policies on dealing with such emergencies 13 4e It is possible that the Customer could receive a requ
20. ndent and realistic support 0800 138 1111 www stepchange org Law Centres Independent organisations that employ lawyers and specialist advisers to assist clients in court www lawcentres org uk Money Advice Scotland Can provide details of advice agencies in Scotland providing free independent confidential advice 0141 572 0237 www moneyadvicescotland org uk 16 National Debtline Free confidential and independent telephone advice on how to deal with debt problems 0808 808 4000 www nationaldebtline co uk NHS information helplines 24 hour nurse advice and health information service providing confidential information on what to do if you or your family are feeling unwell particular health conditions local healthcare services England amp Scotland NHS 111 is the non urgent number for out of hours care and information www nhsdirect nhs uk Wales NHS Direct 0845 46 47 www nhsdirect wales nhs uk Northern Ireland web based information service http www nidirect gov uk check ups appointments and emergencies Payplan Provides a free debt management service to people with debt problems 0800 280 2816 www payplan com Rethink National Advice Service Advice for people with mental health problems 0300 5000 927 www rethink org advice Royal College of Psychiatrists The Royal College of Psychiatrists delivers programmes which make a difference to the everyday lives of people with mental health problems
21. ocial care professional How should you collect this information To collect this information please A READ the enclosed Consent Form B SIGN the enclosed Consent Form if you agree that medical evidence can be collected C DECIDE which health or social care professional to ask for evidence D GIVE your chosen professional a signed copy of the Consent Form a blank Debt and Mental Health Evidence Form and the envelope that came with this If the health or social care professional completes the Debt and Mental Health Evidence Form they will send this to us together with a copy of the signed Consent Form We will use this information to make a decision about the best course of action to take about your debts We will send you a copy of the completed Debt and Mental Health Evidence Form and the signed Consent Form If you owe any other organisations money you should send a photocopy of these forms to them U We strongly recommend that the customer is named at this stage rather than the use of sir madam As we know if the customer is named at the beginning of the letter it should close with yours sincerely which we have allowed for If sir madam is used at the beginning then yours faithfully would be appropriate 19 What will we do with this information We will accept receipt of the completed Debt amp Mental Health Evidence Form from you as your consent to us holding your health information on our records We w
22. ould like to hold this personal information about you on our records as it will be very much for your own benefit It will enable us to be immediately aware of your condition when contacting you and save you having to tell us about your health each time we make contact We may share the information with companies that we employ to collect debts on our behalf or a debt purchase company that we might sell the debt to The information from the completed Debt and Mental Health Evidence Form will be deleted from our customer records once it is clear that the information is no longer relevant or if it is likely to be out of date Finally please tell us if anyone helps you If you have someone else who helps or assists you manage your money please let us know who that is This could be a carer a family friend or someone else who has the legal authority to act on your behalf in relation to your money matters We will need a copy of this authority so that we can safely deal with this third party rather than yourself if that is your choice We look forward to being of further assistance to you Yours sincerely A named individual with position 20
23. presents a nice to have rather than a legal requirement and does not remove the legal responsibility of the creditor to obtain the customer s explicit consent for their health information to be processed by the creditor as described on P6 P10 of this document 4g What happens if the client having sight of the completed DMHEF from their health or social care professional wishes to make a personal comment or statement about the information given The client can write a personal comment or statement that they supply to their creditor There is no longer any actual space allowed for such comments on the DMHEF but this should not discourage individuals to comment if they wish 4h A creditor receives a completed DMHEF from the health professional of one of their customers without any prior contact with the customer or any 14 previous knowledge of the health problems their customer may have been experiencing A copy of the Consent Form that their customer supplied to the health professional may or may not accompany the completed DMHEF returned by the health professional What action should the creditor take under such circumstances A creditor should always use the completed DMHEF as an opportunity to engage with the customer directly There is no reason not to accept the medical information received on their customer For the creditor to record the medical details of the customer on their files they will need to go through th
24. seful and accurate prognosis can be very difficult consequently health and social care professionals may be reluctant to make a statement about the likely progression of a person s mental health problem This may particularly be the case if they do not know the patient or their wider medical or social circumstances well 12 2 Individuals often experience mental health problems in different ways for example even though clinical guidelines might indicate that depression usually lasts up to a certain number of months with the chance of repeated episodes afterwards there will be large numbers of people who do not have this experience 3 The inter relationship between mental and physical health can complicate reaching an accurate prognosis this adds an additional factor to the consideration It also could involve an examination of the patient which would require time resources and possibly payment 4 There will be other social and economic factors often unknown to the health or social care professional that will impact on a person s recovery from a mental health condition and which are difficult to incorporate into a prognosis Overall making an accurate and useful prognosis can be very challenging for health and social care professionals Furthermore there is the probability that such a prognosis could be inaccurate which would not help the creditor recover the debt or the individual get on top of their financial a
25. tional time to arrange this This adviser will work on the customer s behalf and will approach the nominated health or social care professional to complete the DMHEF Step 4 the creditor explains to the customer how the evidence will be used and gets their explicit consent to collect evidence for this purpose Firstly the creditor will need to explain to the customer how the medical evidence collected from the health and social care professional will be used This includes an explanation of why the creditor wishes to collect this data what the data will be used for who the evidence might be shared with e g the creditors agent how it will be securely stored and how long it will be stored for Without this explanation the customer cannot know what they are consenting to and consent therefore cannot be properly obtained Secondly the creditor will need to ask the customer if they understand this explanation and allow them to ask questions if necessary to clarify any points Thirdly after doing this the creditor should ask the customer for their explicit consent to process their information in this way There may be additional steps or actions that your organisation requires you to take to record this explicit consent see P10 However you should _ always ask the customer to read complete and sign the Consent Form that accompanies the DMHEF Step 6 Step 5 the creditor sends the customer a blank DMHEF a blank consent Step
26. tter provided on P18 amp 19 Appendix 1 the customer reads and signs the Consent Form the customer approaches a health or social care professional of their choosing to complete the DMHEF and gives them the blank DMHEF the signed Consent Form and stamped addressed envelope the health or social care professional completes the DMHEF and returns this and the Consent Form signed by the customer in the stamped addressed envelope the creditor receives the completed DMHEF and customer consent form and decides what action they will now take the creditor a sends the customer a photocopy of the completed DMHEF and signed Consent Form to the customer for their records and b discusses the action they are now going to take with them 2b The ten steps detailed description Step 1 a mental health problem is identified The customer tells the creditor that they have a mental health problem that is affecting their ability to manage their money Step 2 the creditor finds out more about this The creditor discusses with the customer how the mental health problem affects their ability to manage money how the mental health problem affects their ability to communicate with their creditors whether anyone helps the customer manage their finances Such as a family member Step 3 By asking a range of questions not just limited to the above the creditor should aim to develop a good understanding of the customer s situation the
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