Regulators and industry

Arrow remains fully committed to raising standards and promoting fairer practices in the collection of debt.

Regulatory and industry engagement

We actively contribute to a wide range of initiatives across the collections and debt advice sectors, to help Build Better Financial Futures for our customers. During the year, Arrow has actively contributed to a wide range of initiatives across the collections and debt advice sectors.

In 2018, we held a number of important industry positions:

  • After an extended three-year presidency of the Credit Services Association (CSA) we retained a board seat for Public and European Affairs, promoting constructive and collaborative relationships with government and regulators, the debt advice sector and other stakeholders, to ensure they are made aware of the processes and high standards of Arrow and the rest of the membership of the CSA.
  • Member of the Steering Committee on Reciprocity (SCOR), which governs the rules for credit data sharing in the UK, bringing about important new rules and safeguards for the use of credit data by debt buyers.
  • The vice presidency of the Federation of European National Collection Associations (FENCA). Persistent FENCA lobbying to the department of justice resulted in significant changes to the final wording of the EU General Data Protection Regulation (GDPR), and we hold the responsibility through FENCA of developing a Code of Conduct for GDPR for the collections industry and liaison on the proposed EU Directive for debt collection and purchase. A draft Code has now been approved in 2019. This Code will help provide a level playing field for our customers across Europe, and clarity on GDPR industry regulation.
  • Through FENCA, we have also contributed to consultations on the NPL secondary market, particularly the draft EU Directive regulating credit servicers and purchasers. We attended meetings with high-ranking officials who are responsible for EU policy on banking and finance.
  • We hold a board position on the influential Money Advice Liaison Group, and a trusteeship of the FairLife Charity, promoting fair treatment of the consumer across financial services. We also hold the 2019 presidency of the prestigious International Collectors Group, organising the annual ICG conference in Portugal.
  • In addition to our various CSR initiatives at Group and country level, specialising in financial education and data philanthropy, we have supported major debt charities during the year, assisting Citizens Advice to implement its Debt Management Service pilot, and helping Christians Against Poverty (CAP) toward its successful matched funding target. As a responsible industry partner, we also fully funded FairShare contributions to StepChange, Payplan and Christians Against Poverty.

We have continued to actively engage at numerous trade body events and conferences during 2018, and we chaired and presented regularly at non-performing loan and industry events and conferences throughout the year. We have a constructive and open relationship with the FCA and other European regulators. We also contributed to the Money Advice Service Debt Advice Operational Group, considering the future funding of debt advice as a result of Peter Wyman’s report, and contributing a well-regarded case study indicating the benefits of free financial advice to our customers.

Arrow remains fully committed to raising standards, promoting fairer practices in the collection of debt by government and other sectors we are active in, lobbying for the Single Financial Guidance Body to be an effective successor to The Money Advice Service, and supporting better financial futures for children and adults who, as shown by our updated 2018 Debt Britain report, are so often in need of our help and support.

Supporting human rights

All of the Group’s current activities are carried out in developed countries that have strong legislation governing human rights, and Arrow complies with applicable legislation in every country where it operates.

Sustainability – caring for the environment

Due to the nature of its business activities, the Group’s environmental impact is considered minimal. An environmental policy is in place to increase employee awareness of environmental issues and complies with all relevant regulatory requirements.

With the acquisitions made in the last three years, the Group now has a truly European structure. This has inevitably seen an increase in international travel, but to reduce the impact of this and other travel on our carbon footprint, we actively encourage colleagues to increase the use of video and telephone conferencing facilities.

In the UK, we offer colleagues, a cycle to work scheme and, at appropriate sites, we have car shares and group transport schemes in place.

Key areas of the policy addressing the business’ environmental impact are as follows:

  • minimising paper usage and the purchase of recycled paper and packaging where possible;
  • energy efficient office products;
  • recycling office waste;
  • increased use of video and conference calls and Skype for business facilities; and
  • only booking travel for essential business reasons.

Reporting requirement

Some of our relevant policies

Relevant information including our impact and principal risks

Environmental matters


Environmental policy


Caring for the environment

Environmental policy and carbon reporting




Equality and diversity policy


Employee engagement

Reward and recognition

Fairness and inclusivity


Employee consultation

Human rights


Human rights policy


Supporting human rights

Modern slavery statement:

Social matters


Corporate social responsibility policy




Building financial literacy

Supporting debt charities

Helping our local communities

Regulatory and industry engagement

Regulatory risk

Anti-bribery and corruption

Anti-bribery and corruption policy

Whistleblowing policy

Bribery Act compliance


Business model


Business model

Non-financial KPIs



Our stakeholders

GhG emissions