On the 18th of January 2021, the FCA published their latest Portfolio Letter to the Board of Directors of Debt Purchaser, Debt Collector and Debt Administrator firms. The letter sets out the regulators views of the key risks and expectations of how the FCA expect firms to remedy potential harm.
A copy of the letter can be found here: https://www.fca.org.uk/publication/correspondence/debt-purchasers-collectors-administrators-portfolio-letter.pdf