Our industry-leading NPS and client satisfaction scores reflect our commitment to service excellence and continuous improvement. We have developed long-term client partnerships based on service, trust and transparency, which cements our reputation as the market leader in both collection performance and service delivery. Across the Group, across all debt types, we maintain exceptional client retention.

Our collection teams, from our contact centre agents to our enforcement agents, have extensive experience in the debt recovery space. Our best-in-class specialist training and development ensures our agents are equipped to confidently engage with customers in an ethical, fair and consistent way, identifying circumstances with sufficient substance to inform appropriate, workable resolutions. Connecting better with our customers allows us to collect better, maximising collection performance for our clients and facilitating the best outcomes for both parties.

We are firm believers that if we connect better, we collect better. When we apply optimal recovery strategies for each customer, we achieve faster and better collection at an earlier stage and improve the outcomes for our customers.

Credit Style work with partners and experts in behavioural science to identify the best ways to communicate with customers, adopting new channels and innovative communication techniques to make connections count and count earlier in the debt recovery process – increasing prompt collection and reducing the need for further action.

Embedding behavioural science is not just about improving customers’ propensity to pay to increase recovery rates and drive efficiencies; it is about being customer-centric in our thinking and empathetic in our approach. We use behavioural science techniques to continually enhance how we communicate, reducing complexity, increasing clarity of the process and maximising customer engagement.

We work with customer focus groups to better understand their perspectives, circumstances, and the barriers they face to making payment, and with this knowledge, make solution-orientated adjustments to our recovery strategies. Our purpose is to change the face of debt resolution in the UK; we are leading the way for the benefit of customers, clients and importantly society as a whole.