We believe that everyone we come into contact with should be treated fairly, with respect and due consideration for any relevant vulnerability issues. Unlike some more traditional collectors, we do not consider this approach to be detrimental to the delivery of the best possible results to our clients. On the contrary our experience suggests that a robust, but appropriately empathetic, approach delivers enhanced returns to our clients.
To do this, we have developed our own internal Treating Customers Fairly policy which is rigorously enforced through regular monitoring and on-going staff training. This policy is informed by the latest thinking on delivering best practice debt recovery solutions. By clearly laying out the high expectations we have of our teams in their day to day activities, we believe this policy benefits all concerned. By treating all customers fairly we look to protect the good reputation of our clients and to deliver practical and realistic solutions to their customer’s issues.
An example of the extra mile we go in this regard for our local authority clients would be our development of Specialist Client Visits – joint visits with council officers and expert staff aimed at resolving debt disputes and securing payments, particularly in difficult or vulnerable circumstances. This is proving a viable alternative to more aggressive enforcement options.
For more information on the issues of fairness and vulnerability please see the Treating Customers Fairly section of this website.