When a consumer falls into arrears or defaults under a consumer credit agreement, the lender may seek to recover the debt itself or may instruct a third-party debt collection firm to pursue payment. Alternatively, a consumer experiencing financial difficulties may seek assistance from a debt advice or debt management firm, which may advise on or assist with arrangements for repaying or otherwise dealing with their debts, including through a debt management plan. This Practice Note examines the rules that debt management firms must follow under Chapter 8 (Debt Advice) of the Financial Conduct Authority’s (FCA’s) Consumer Credit sourcebook (CONC) when dealing with customers. It covers the application of CONC 8, including conduct standards for providing advice, pre-contract information and advice requirements, debt solution contracts, debt management plans, rules for debt packagers and the use of lead generators. For information about the FCA's approach to arrears and default, see Practice Note: Consumer credit: rules relating to arrears, default and recovery. FCA regulatory expectations Consumer Duty The FCA’s Consumer Duty, which came into force on 31 July 2023, is particularly