Rapid modernisation: How AI is shaping the future of debt management and recovery

Published 01 August 2025

Debt is a deeply personal issue, and for many, it can be overwhelming and emotionally stressful. As financial pressures grow, the number of people seeking debt support is rising, particularly among younger generations. For debt management organisations, this creates both a challenge and an opportunity.

Building a human connection: Using WhatsApp to excel your collections process

Published 01 August 2025

The development of WhatsApp and various other live chat functions presents an opportunity to streamline the collections process while improving customer outcomes and experiences. For many years, collections departments have worked manually to support customers, engaging in emails and phone calls. This method is definitely more hands-on but inefficient and, at times, expensive.

Forget-me-not… Outsourcing overseas, SaaS, Skynet and the things people forget

Published 01 August 2025

Recently clients have been talking to us about overseas outsourcing, SaaS and leveraging technology, such as AI Agents. It is a challenging time for firms at the moment, and it is natural to want to seize upon opportunities for efficiency.

Don’t get left behind.. Borrowers have changed – has your payment strategy?

Published 01 August 2025

Acquired.com’s UK Consumer Lending Payments Trends 2025 Report offers a contemporary lens on the evolving world of consumer lending. In a financial environment where borrowers are increasingly digital, discerning, and adaptive, UK lenders are under pressure to modernise their repayment and collections strategies.

A risky mix: Influencers, brand mentions and financial promotions

Published 01 August 2025

Influencers are everywhere, and increasingly they’re talking about financial products. Sometimes, they even mention a firm’s name. But what happens when your brand is featured in a video you didn’t approve? It might seem like free publicity, but it could also be a regulatory headache.

A measured approach: Navigating the financed emissions challenge in lending

Published 01 August 2025

Commercial lending is rapidly evolving, driven by the pressing need for financial institutions to address climate change and account for their environmental impact. A key element of this shift is “financed emissions” – the greenhouse gas emissions tied to loans and investments.

Preparation time: DCA’s and data – why motor lenders must act now

Published 01 August 2025

The UK motor finance industry is facing a reckoning. With the Financial Conduct Authority (FCA) investigating historic selling practices, lenders could be on the hook for billions in redress claims linked to Discretionary Commission Arrangements (DCAs).

Putting your best foot forward: Sustainable lending in the consumer credit market

Published 01 August 2025

In today’s dynamic economic landscape, the importance of sustainable and affordable credit has never been more critical. The FCA expects firms to place good customer outcomes at the heart of their business models and help consumers to navigate their financial lives.

In debt? The doctor (might) see you soon…

Published 01 August 2025

Weighing in at 168 pages, the Government’s 10 Year Health Plan for England is a somewhat intimidating document. But among its 71,000 words, are a couple of sentences which will interest anyone in the consumer credit industry. The plan proposes the establishment of a Neighbourhood Health Centre (NHC) in every community.

Human conversations, digital scale: The role of conversational AI in consumer credit

Published 01 August 2025

Now more than ever, there is an increase in regulatory scrutiny and a shift in consumer expectations, leading to a transformation in communication within the credit and collections sector. Central to this is conversational AI, which is transforming the way creditors interact with customers, particularly those experiencing financial difficulties.

Supporting people with every step: StepChange – more than debt advice

Published 01 August 2025

We’re excited to join this year’s CCTA conference, offering us the opportunity to share more about how StepChange helps members and customers through financial challenges. While over 171,000 people received debt advice from us in 2024, that’s only one part of our broader, more comprehensive support system.

Regulatory News:
29 July 2025

Published 29 July 2025

This week, the FCA confirmed that they are launching a market study in Premium Finance due to concerns over fair value. The Bank of England and The Money Charity also both published their monthly statistics.