We appreciate that there will be instances where some customers are in vulnerable circumstances and may require extra support. All our customer-facing colleagues are fully trained to identify and deal with vulnerable situations in an ethical, respectful and compassionate way.

Where more specialised or intensive assistance is required, we have dedicated Welfare and Safeguarding teams who can provide further additional layers of support, including liaising with external organisations or spending more time with customers to help them through the debt resolution process.

In April 2024, we were proud to be the first firm in the industry to achieve the BSI Kitemark for Inclusive Service. This high-level certification is only issued to companies that have met strict criteria for protecting their customers in vulnerable situations. External accreditation of this calibre is testament to the importance we place on providing an ethical service.

Our 100% CIVEA pass rate also evidences our ability to ethically collect debt and adhere to regulations and industry best practice.

A strong ESG commitment is critical to the long-term success of our stakeholders. We have embedded ESG within our purpose, vision, mission and strategy to ensure that it’s given its rightful place in helping us build a successful and sustainable business – a business that creates value for our stakeholders and is sensitive to the environment we operate in and to individual customer circumstances.

We recognise our corporate responsibility to provide for a more sustainable future by raising awareness of ESG challenges, mitigating negative impacts, and driving positive change in the local and national community. While we have always taken an ethical approach to our work, we have embraced ESG as a methodology to embed sustainability as a core driver of our future success, and central to our purpose of ‘Changing the face of debt resolution’