Each week we round-up the best comments, emails and letters to the site and pick one reader contribution as our Star Letter. This week’s award goes to:

Forbearance can treat customers “unfairly” – Deloitte

They key here is the clear and unequivocal understanding of a customer’s individual circumstances as Michael Coogan points out quite rightly.

As an essential part of a lender’s collections programme, top quality field agency visits will not only reveal verified customer financial circumstances but also an assessment of the attitude and approach of the customer, to the level of sacrifice (in terms of discretionary spending) they are prepared to make, in return for any ongoing forbearance.

Without these two strands of information, a lender is not going to be in a suitable position to make a decision on whether or not to continue to offer forbearance.

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Martin Swann
31 May 2012 | 11:19

You can see more of this week’s best reader comments by clicking HERE and read a round-up of the week’s biggest news stories HERE.