Insight and Research

Published by: HM Treasury Search for original: Link Key Take Aways The UK government has launched a comprehensive review of the Financial… Read More »Insights ¦ Review of the Financial Ombudsman Service

Published by: The Financial Conduct Authority Search for original: Link Key Take Aways Customers in vulnerable circumstances, especially with multiple traits, tend… Read More »Insights ¦ vulnerability-review-improving-outcomes-consumers-engaging-financial-services-firms

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA’s strategy to 2030 focuses on deepening trust, rebalancing… Read More »Insights ¦ FCA Our strategy 2025-30

Published by: Scientific American Search for original: Link Key Take Aways Understanding cognitive biases—such as trust in in-group sources, confirmation bias, and… Read More »Insights ¦ The Attention Economy

Published by: Ofcom Search for original: Link Key Take Aways Digital exclusion remains significant, with approximately 5% of UK households (around 2.5… Read More »Insights ¦ A demographic deep dive into internet adoption

Published by: OFGEM Search for original: Link Key Take Aways The strategy underscores a broad, principles-based approach to consumer vulnerability, emphasising individual… Read More »Insights ¦ OFGEM Consumer Vulnerability Strategy

Published by: Octopus Group Search for original: Link Key Take Aways Octopus Group demonstrates a long-term, purpose-driven approach to business, prioritising societal… Read More »Insights ¦ OG235-Annual Report 2024

An updated summary of the use of Voice AI Agents within the arrears management and collections process. Currently a hot… Read More »AI Voice Agents in Debt Collections – 2025

An updated summary and comparison of regulations and constraints for arrears management, in financial institutions in Australia and the UK.… Read More »Customers in Arrears: Australian and UK Legislation – A Comparison – 2025

Published by: Financial Conduct Authority (FCA) Search for original: Link Key Take Aways There is a recognised need to support customers in… Read More »Insights ¦ Firms’ treatment of customers in vulnerable circumstances – review

The reciprocity principle is a fundamental social rule that suggests individuals are more likely to return favours when they receive… Read More »INSIGHTS+ ¦ Reciprocity Principle – in Collections [Behavioural Series]

Implementing Social Norms Theory within a collections function can significantly enhance the effectiveness of debt recovery strategies for creditors. Social… Read More »INSIGHTS+ ¦ Social Norms Theory – in Collections [Behavioural Series]

Loss aversion theory, rooted in behavioural economics, posits that individuals prefer avoiding losses rather than acquiring equivalent gains. This principle… Read More »INSIGHTS+ ¦ What is Loss Aversion theory – for Collections [Behavioural Series]

Nudge theory, a concept derived from behavioural economics, posits that subtle changes in the way choices are presented to people… Read More »INSIGHTS+ ¦ What is Nudge theory and how does this relate to Collections [Behavioural Series]

10 Useful Behavioural Framework Models for Debt Collections Nudge Theory: Nudge theory involves subtly guiding individuals towards desired behaviours without… Read More »INSIGHTS+ ¦ What are 10 behavioural theories that impact the debt collections process