Sectors

Collections and recoveries by sector

Regulation changes by sector. Our expertise doesn't. We work in banking and consumer credit, utilities and the public sector, in 23 countries across three continents.

Book a conversationSee our services
British Gas
“Innovative ways to treat customers, and segmentation to personalise treatments.”
Noor Hussain, Credit Risk Manager, British Gas

Why sector matters

One discipline. Nine sets of rules.

Collections and recoveries is the same discipline everywhere. Contact the customer, understand their circumstances, agree a fair outcome and evidence it. What changes is the regulator, the vulnerability expectations and the technology already in the sector.

A bank works to the FCA's Consumer Duty. An energy supplier works to Ofgem. A council recovers council tax under its own statutory rules. Each needs collections technology configured for those rules, and a team that has done it before in that sector.

That is what each sector page gives you. What we see in the sector, the regulation in play, how we help and the work we have done there.

Sectors

Choose your sector.

Nine sectors in three groups. Each page covers what we see, the regulation in play, how we help and recent work.

Financial services

Banking

Consumer Duty and vulnerability, evidenced decision by decision.

Explore Banking

Retail

Cards and digital lending, with collections that work the same in every channel.

Explore Retail

Buy Now Pay Later

Newly regulated. Collections built for a digital-first model.

Explore Buy Now Pay Later

Debt purchase

Know what a portfolio is worth before you buy it.

Explore Debt purchase

DCA and BPO

Win panels, onboard portfolios faster and prove your controls.

Explore DCA and BPO

Utilities

Energy

Rising arrears, affordability and vulnerability, under Ofgem's rules.

Explore Energy

Water

Tell hardship from disengagement across household and non-household debt.

Explore Water

Public sector

Central government

Recover more for public services, and treat citizens fairly.

Explore Central government

Local government

Council tax, housing and overpayments, with the whole resident picture.

Explore Local government

Regulation

The rules we work to.

Local teams understand the regulations, the vendors and the customers in their territory.
  • United Kingdom. FCA Consumer Duty and CONC in financial services, Ofgem in energy, and the vulnerability and affordability expectations that come with them.
  • Ireland. The Central Bank of Ireland, the Consumer Protection Code and the CCMA arrears framework.
  • United States. CFPB Regulation F and the FDCPA, layered over state-by-state licensing and contact rules.
  • Canada. Provincial collection agency licensing, with OSFI expectations for federally regulated lenders.
  • Australia. The ASIC and ACCC debt collection guideline, and hardship obligations under the NCCP Act.
  • New Zealand. The Credit Contracts and Consumer Finance Act, overseen by the Commerce Commission.
Where we work

Recent work

Results by sector.

Banking, energy and consumer credit. Three programmes, three numbers.

Liberis GroupFirst sale

Achieved at fair market price, with minimal operational fallout

Read the case study Major UK water supplier6m

Customers covered by the review, ahead of contract conversations

Read the case study Debt collection agency2

New Debt Manager strategies live: Disputes and Trace

Read the case study
All case studies

Services

The same five stages in every sector.

Whichever sector you are in, the work follows the life of the technology. Advise, procure, implement, rescue, optimise.

  1. Advise

    Work out what you need, and whether to optimise, buy or build.

  2. Procure

    Choose the right technology from the whole market, at the right price.

  3. Implement

    Get it live, on a plan the business can trust.

  4. Rescue

    Get a stalled programme moving again, and through to go-live.

  5. Optimise

    Get more from the technology, data and the AI you already own.

Specialist services

AI solutionsPrepare, select, implement and govern practical AI in collections.AnalyticsUse scoring, segmentation and insight to improve outcomes.Managed servicesRun and improve your collections technology with a specialist team.
All services

FAQs

Questions about sector work.

My sector is not listed. Can you still help?
Usually, yes. Collections and recoveries is the same discipline whichever sector it sits in. We have also worked in telecoms, auto finance and fintech. Get in touch and we will tell you honestly whether we have the right experience.
Do you work outside the UK?
Yes. We have offices in London, Atlanta and Sydney and have worked in 23 countries across three continents, including the UK, Ireland, the United States, Canada, Australia, New Zealand, Bermuda and Iceland. Work is delivered on site or remotely from any of the three offices, depending on what the engagement needs.
Is the service the same in every sector?
The five stages are the same. The configuration is not. Regulation, vulnerability expectations, data and the vendors already in the sector all change the requirements, the selection and the build. Our sector teams bring that context to each stage. See our services.
Which regulations do you build to?
The FCA and Ofgem in the UK, the Central Bank of Ireland, the CFPB in the United States, ASIC and the ACCC in Australia and the Commerce Commission in New Zealand, among others. Each sector page lists the regulators and rules in play for that sector.

Let's talk.

Thirty minutes with one of our senior experts who knows your sector. No pitch, no slides.
General enquiry
  • AtlantaAtlanta Financial Center, 3343 Peachtree Rd NE, Suite 145, Atlanta, GA 30326
  • London1 Lyric Square, London W6 0NB
  • Sydney97-99 Bathurst St, Suite 1087, Ground Floor, Sydney NSW 2000