ROAR Plus

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