CP23/13: Strengthening protections for borrowers in financial difficulty: Consumer credit and mortgages

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We are consulting on changes to FCA sourcebooks to reflect our planned withdrawal of the Tailored Support Guidance (TSG).

Read CP23/13 (PDF) 

Why we are consulting  

This consultation sets out how we plan to incorporate aspects of the TSG into our Consumer Credit (CONC) and Mortgages and Home Finance: Conduct of Business (MCOB) sourcebooks and withdraw the TSG.

Who this is for 

  • consumer credit lenders (including MCD article 3(1)(b) creditors) 
  • premium finance firms 
  • mortgage lenders and administrators 
  • home purchase providers and administrators 
  • firms who carry on activities in relation to consumer hiring, operating an electronic system in relation to lending (in relation to a borrower under a P2P agreement) or debt collecting 
  • consumer credit and mortgage lenders in the supervised run-off mechanism of the financial services contracts regime
  • Gibraltar-based consumer credit and mortgage lenders passporting into the UK

Next steps

Online response form 

We are asking for comments on this Consultation Paper (CP) by 13 July 2023.

Please submit your comments, including any feedback via our response form or by email.

We will consider the feedback and aim to publish a final Policy Statement, including our response to feedback in H2 2023. We expect the rules to come into force in H1 2024 and propose to withdraw the TSG at the same time.


During the coronavirus pandemic we introduced the TSG to make clear how firms could support customers in financial difficulty. 

As consumers across the country are affected by the rising cost of living, it is important that lenders support their customers, including those in financial difficulty.

We want to provide a stronger framework for firms to better support customers facing payment difficulties by incorporating relevant aspects of the TSG into the Handbook. 

These changes reinforce our expectation that firms put customers’ needs first, aligning with our Strategy, and support firms acting to deliver good outcomes for customers, as will be required under our Consumer Duty.