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

Introduction In an era where personalisation is critical to customer engagement, the collections function for creditors must adapt to incorporate… Read More »INSIGHTS+ ¦ How to Use Data-Driven Personalisation in Collections: Enhancing customer interactions through personalised data insights.

Just updated the research from feedback on the UK energy market and the collections process. This covers all key residential… Read More »UK Energy Market – Collections Process – June 2024

Introduction In today's financial landscape, leveraging open banking data within a creditor's collections function is becoming increasingly pivotal. Open banking,… Read More »INSIGHTS+ ¦ How to Leverage Open Banking Data: Utilising open banking for improved decision-making and customer engagement.

Ensuring compliance with Consumer Duty and regulatory requirements within a collections function is pivotal for creditors. The evolving regulatory landscape… Read More »INSIGHTS+ ¦ How to Ensure Compliance with Consumer Duty and Regulatory Requirements: Steps to stay compliant with the latest regulations.

The assessment of affordability and the identification of vulnerable customers are crucial components within a collections function for any creditor.… Read More »INSIGHTS+ ¦ Assess Affordability and Identify Vulnerable Customers: Techniques and tools for effective assessment.