Relevant circumstances
Relevant factors may include age, disability, serious illness, mental-health conditions, pregnancy, bereavement, communication or literacy difficulty, cognitive impairment, domestic abuse, homelessness, essential medical equipment and the presence of children. The effect on the person’s ability to understand, communicate and engage is important.
Immediate steps
- State the vulnerability clearly and request an accessible communication method.
- Explain what practical adjustment or time is needed.
- Provide proportionate evidence; do not send an entire medical history unless necessary and secure.
- Ask the enforcement company to refer the matter to the creditor.
- Contact an authorised debt adviser about repayment, Breathing Space or another debt solution.
- Keep records of every disclosure and response.
Specific legal protections
The regulations restrict taking control where a child or vulnerable person is the only person present. Fee regulation 12 also addresses the enforcement-stage fee where the debtor is vulnerable and has not had an adequate opportunity to obtain assistance and advice. The application is fact-sensitive.
Sources
Review status
Legal content reviewed against the sources identified on this page on 27 July 2026. The next review is due on 27 July 2028.