About us

Customers are at the heart of everything we do

Operating across five countries and employing more than 2,000 people, Arrow Global is leading European investor and asset manager in non-performing and non-core assets. We aim to be the most sophisticated purchaser and specialist asset manager of debt portfolios across our European markets while fulfilling our purpose of building better financial futures for all our stakeholders, including our customers.

We are committed to making our service more individualised and customer focused. We are a data driven business and we use our insight from over 35 million customer records across five countries to offer affordable and manageable solutions for consumers to reduce their debt in a fair, transparent and structured way.

We also play an active role in helping financial institutions deleverage and recapitalise in order to increase mainstream lending. By purchasing and managing non-performing loans and other core assets, we provide valuable capital and expertise to a growing European market.

By investing in our people, expertise and market intelligence, we gain a better understanding of our customers as individuals and we continually improve the service we offer, helping them to build better financial futures.

What sets us apart

Our purpose is to build better financial futures.

Customers are at the very heart of our business and we are constantly developing and evolving new and original ways to work with them and to understand them better.

We understand that debt is a prominent issue and aim to work with customers to help them improve their financial situation. We work with credit charities and other organisations that provide free impartial services to ensure our customers get the best advice available. By using our industry leading data and customer segmentation systems, we are able to better understand our customers and their financial situations, enabling us to interact with them on an individual basis. Our ultimate aim is to help customers rehabilitate their finances, improve their credit file and gain access to more affordable mainstream credit services currently unavailable to them.

Working with customers

We take a considered approach to what we do, working with a network of specialist third parties who manage customer accounts on our behalf.

We want to work with you to help resolve your outstanding balance.

This doesn't need to be a stressful time - we seek to help by ensuring we understand your individual circumstances and tailor a solution to meet your needs.

We also work closely with government and consumer organisations to continually improve standards so that customers can have confidence in what we do and can be assured that we'll always put their needs first.

If one of our agencies has been in contact with you, this means that we have either purchased your account from your provider, or we are managing it on their behalf.

Our Approach

We understand that people find themselves in debt for all sorts of reasons, and we’ll never judge you for that.

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.
 

Our commitment to customers

We're committed to treating people fairly and complying with - and aiming to exceed - industry best practice. This means that we and the agency appointed to manage your account will work with you to find a payment solution that's tailored to your own situation. It's important for you to know that you're not alone. We have over 9.2 million customers, all of whom we are committed to working with, via our in-house servicer, Capquest, and our third-party partners, to resolve their outstanding debt in a way that works for them. In return, we ask that you work with us with the same openness and honesty.

We always strive to provide our customers with the best service and to ensure all of our customers are treated fairly. We accept however that sometimes things go wrong which is why we have a robust complaint resolution process in place. We regularly report on the volumes of complaints received to the FCA. If you would like to see the data in relation to complaints we received between 1 July 2018 to 31 December 2018 please click here