Insight and Research

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

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

Published by: FCA Search for original: Link Key Take Aways Most firms are proactively considering customer needs, deploying effective frameworks that tailor… Read More »Insights ¦ FCA Consumer Support

Published by: plainnumbers.org.uk Search for original: Link Key Take Aways The Plain Numbers Approach has demonstrated a doubling of customer understanding across… Read More »Insights ¦ Plain Numbers in Practice

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA’s final rules build upon proposed frameworks to enhance… Read More »Insights ¦ Building operational resilience: Feedback to CP19/32 and final rules

Published by: FCA (Financial Conduct Authority) Search for original: Link Key Take Aways The premium finance market is integral to 48% of… Read More »Insights ¦ Premium Finance Market Study Update Paper

Published by: Enforcement Conduct Board Search for original: Link Key Take Aways The enforcement sector demonstrates high compliance with National Standards, with… Read More »Insights ¦ Research into Doorstep Interactions in Civil Enforcement

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA is consulting on a comprehensive framework for operational… Read More »Insights ¦ Consultation Paper CP24/28 Operational Incident and Third Party Reporting December 2024

Download as pdf Overview of Debt Advice Solutions in Canada The debt solutions landscape in Canada is diverse. With rising… Read More »Consumer Proposals – Canada – A Debt Support Solution Explainer

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]