Our quality framework provides a single, transparent and consistent approach that allows us to assess quality standards in the debt advice sector. It’s split into two parts – the ‘organisational’ framework and the ‘individual’ framework.
About the framework
Our debt advice quality framework forms our approach to ensuring high quality in both free-to-client and fee-charging services. It allows us to assess quality standards, membership codes, training and qualifications currently used in the debt advice sector.
Meeting the requirements of the framework, both as an organisation and among its individual advisers’ training and qualifications, ensures that services are delivering consistent, high quality debt advice. It also allows us to accredit organisations who meet these requirements.
You can download the full debt advice quality framework (PDF, 565KB)
The organisational debt quality framework
The organisational framework covers a service’s systems, governance, adviser skills and competence, and outcomes for clients.
There are three areas that a high-quality organisation must demonstrate they meet the standards in:
- ensuring client needs are understood and met
- having strong governance
- reviewing, learning and adapting services where required.
Accreditation of organisations
Organisations that show they successfully meet all of the criteria will be accredited.
We have been accrediting standards and membership codes since 2014. You can view a list of organisations to have been awarded accreditation:
- Advice Quality Standard (Advice Services Alliance)
- National Association of Citizens Advice Bureaux Membership Scheme
- The matrix Standard (incorporating the Money and Pensions Service Organisation Framework)
- Lexcel England and Wales v6 incorporating the Money and Pensions Service Quality Framework (MaPS QF)
- Community Money Advice (CMA) Debt Advice Centre Code of Practice.
Apply for organisational assessment
You can apply for an assessment on Recognising Excellence, our independent assessor’s site.
The individual debt quality framework
The individual framework assesses training and qualifications. It covers the debt advice journey across a variety of roles, with standards that apply to:
- initial contact
- support work
- advice work
- casework and specialist advice
- court representation
- supervision.
The framework enables the owners of debt advice training and qualifications to submit their programme content and assessment processes, identifying the debt advice activity set(s) that each course is designed to support.
Accreditation of training and qualifications
Independent assessors determine whether each course or qualification meets the criteria for accreditation, or if further development is required.
By accrediting training and qualifications, we support organisations to ensure that their advisers have the ability and background knowledge required to fulfil their role. This also enables career progression for advisers across the sector.
You can view the list of accredited training courses and qualifications on our Learning pathway hub.
Apply for individual assessment
You can apply for an assessment on Recognising Excellence, our independent assessor’s site.