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

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.

Implementing a digital collections strategy is essential these days for modernising debt recovery processes. The strategy is aimed at enhancing… Read More »INSIGHTS+ ¦ Implementing a Digital Collections Strategy

Our summary findings from our recent visit to Canada, in terms of opportunities in the market. Further economic outlook data… Read More »[INSIGHTS+] Canadian Market Report

There has been a lot written about the Buy-Now-Pay-Later sector the last few years. It has been growing at 39%… Read More »[INSIGHTS+] Buy-Now-Pay-Later: How is this different from consumer lending?

With global energy cost increasing, in the UK we have been seeing an increasing my of suppliers go out of… Read More »[INSIGHTS+] UK Energy Supply Market Challenges