Our approach is based on understanding that everyone’s circumstances are different.
We believe in the importance behind the Treating Customers Fairly (TCF) principles, and we do our best to ensure customers are at the heart of our business. This includes working with new technology to help us better understand our customers’ needs and improve how we work with them.
Working in partnership with customers
When our customers contact us following our initial phone call, email, text or letter, they will be directed to a trained agent, who will help work out a payment plan.
Our agents understand our customers’ needs and circumstances. They aim to support customers on their journey to financial health. This includes developing a true assessment that payments are realistic for our customers’ circumstances.
We do this by listening and understanding that everyone is different. Our team is trained to work with our customers to understand their situation, and to create a solution.
Understanding our customers
We've invested in understanding our customers. We do this by analysing data that we have collected to allow us to understand what are the best ways to communicate and work with our customers.
This approach means that our customers are able to take control of their finances again which is the best possible outcome for everyone.