To be recognised as the leading manager of consumer debt in the UK. Few borrowers aim to fall into financial difficulties. We recognise this reality and work to ensure that monies are collected in a sensitive and timely manner. We regard compliance with our legal obligations as an operational minimum. However we strive to deliver new levels of excellence. All of our employees undergo a rigorous training programme and are fully trained to understand the circumstances of our customers and take actions appropriate to their individual situation.
We are committed to treating our customers fairly. To do this:
- We will treat each and every customer with respect, care and dignity
- We will provide a consistently high level of service to our customers
- We will communicate to our customers in a way that is clear, fair and never misleading. When we do receive complaints, we will resolve them quickly and fairly
- We will identify specific causes of complaints and seek to rectify them
We understand that being in financial difficulty can be stressful and confusing at times. We will aim to understand our customers’ situations and use the most suitable contact methods.
To view the full text of our Customer Charter, please click here.