ROAR Insights+ : Premium Content

A monthly summary of regulatory developments in the UK. A pdf version and copies of the weekly update can also be found here. Summary Headlines and Activity Summary Headlines and Activity (August 2025) Financial Conduct Authority (FCA): Warned consumers of scammers impersonating car finance companies after receiving nearly 5,000 reports of fake FCA compensation calls in H1 2025. Fraudsters have been falsely claiming people are owed refunds and requesting personal bank details. Motor Finance Redress: Confirmed plans to consult on… Read more

An updated summary of the use of Voice AI Agents within the arrears management and collections process. Currently a hot topic, the briefing covers some of the major considerations when looking at this sector. Executive Summary Artificial‑intelligence (AI) voice agents are reshaping UK debt‑collection operations. Early adopters report operating‑cost reductions of up to 40 percent and recovery uplifts of 10–80 percent, while maintaining or improving customer satisfaction. Voice‑driven automation now covers high‑volume, low‑complexity interactions—reminders, identification, payment capture—freeing human agents for complex negotiations and… Read more

An updated summary and comparison of regulations and constraints for arrears management, in financial institutions in Australia and the UK. Some very similar themes, albeit with some differences in areas of specific thresholds for calls. Introduction In Australia, a framework of laws, regulatory guidelines, and industry codes governs debt collection and arrears management in banking. These rules aim to ensure fair treatment of customers, protect privacy, and set standards for communications and data handling. This paper summarizes key Australian legislation… Read more

A monthly summary of regulatory developments in the UK. A pdf version and copies of the weekly update can also be found here. Summary Headlines and Activity Summary Headlines and Activity (July 2025) Financial Conduct Authority (FCA): Motor Finance Commissions – Supreme Court Ruling: The FCA welcomed a Supreme Court judgment clarifying that undisclosed dealer commissions on car loans did not automatically constitute “bribes” or unfairness under consumer credit law. The regulator worked through the weekend to analyse the ruling… Read more

A monthly summary of regulatory developments in the UK. A pdf version and copies of the weekly update can also be found here. Summary Headlines and Activity Summary Headlines and Activity Overview: June 2025 saw intense regulatory and trade association activity in the UK financial services and debt collections arena. Regulators focused on protecting consumers amid cost-of-living pressures, enforcing standards in credit and collections, and paving the way for future reforms. Key developments included new guidance, enforcement actions, and consultations… Read more

A monthly summary of regulatory developments in the UK. A pdf version and copies of the weekly update can also be found here. Summary Headlines and Activity Summary Headlines and Activity Financial Conduct Authority (FCA): Introduced new consumer credit regulatory returns (Policy Statement PS25/3) to streamline data collection from credit brokers, debt counsellors, and debt adjusters. The return replaces two existing reports (with four more to be consolidated later) and cuts 28% of initially proposed questions after industry feedback. The FCA is also updating… Read more