Responsible approach

Treating all our customers fairly

Highlights

Customer service, regulatory compliance and a strong values-driven ethical culture are at the heart of our business and are implemented through our collections strategy.

3

<3%

of complaints referred to Financial Ombudsman Service. Source: FOS

2017

2017

Customer Satisfaction Award - Institute of Customer Service

1

1st

In the industry to have live chat for customers

Our customer centric business model

We seek to treat all of our customers fairly and through understanding their individual situation, we offer them an affordable and sustainable payment solution. Our mission is to help every customer to financial recovery, so finding the right outcome for our customers is the single most important thing for us. In addition, Cabot has developed specialist skills to identify and support customers in severe financial difficulty and vulnerable situations. We signpost these customers to free debt advice.

 

Customer service innovation

Our customer centric approach means that we are always looking for new ways to better our service to customers. One example is when we work with our customers to find the optimal, affordable payment that will enable them to achieve financial recovery in the shortest time. To achieve this, we use complex data analysis and decision engines to guide customers to the channel that is likely to result in the highest level of engagement. Our trained customer consultants then use behavioural science techniques to optimise the resultant payments.

 

Values driven ethical culture

We have an ethical, customer focused culture and believe in doing the right thing. We recruit staff with the right values, skills and behaviours, and we treat our employees ethically and fairly. This reflects in the way we treat our customers. Furthermore, we are committed to equality and diversity in all our activities.

Customer Promise

Regulatory compliance

Cabot was the first large credit management service company to be authorised by the UK’s Financial Conduct Authority. In line with the FCA’s principles, we focus on delivering positive customer experiences, fair customer outcomes, and finding the right payment solutions for individuals. We are also regulated by Ofcom and the ICO and were the first credit management service company to be authorised by the Central Bank of Ireland.  The litigation law firm in the Group, Mortimer Clarke Solicitors, is authorised and regulated by the Solicitors Regulation Authority.

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The Cabot Credit Management Group incorporates: