Our key aim is to help you to manage and repay the debt that you have. We seek to ensure that you receive the service and respect that you deserve at all times.
And because we understand everyone's situation is different, our representatives will work directly with you to get to know you better and to find a solution that fits your individual needs.
The companies we employ to manage our customer accounts have the skills and knowledge to help you find an affordable solution to your current situation. They'll take the time to listen to you and understand your circumstances before agreeing the best way forward.
Through our data models, we are able to build consolidated customer profiles that reflect customers’ current circumstances and invest in leading customer service platforms to ensure that all of our customers receive optimised service.
In 2016, we launched our UK digital customer portal, which saw an immediate increase in online payments of 60%. The flexibility this system provides has continued to prove popular with customers, making it easy for them to engage with us and stay in control of their payments. In 2017, we saw an increase in the number of online plans (82%), web chats (52%) and web accounts (46%) compared to the previous year.
We are continuing to focus on enhancing the fully integrated UK customer service platform andintroducing the same approach across the Group. This gives us greater flexibility to work across multiple asset classes, performing and non-performing loans, allowing us to develop a true single customer view and assist in making more informed collections decisions.