About Us | Capital Resolve

Our Story

Formed in 1993, Capital Resolve is one of the UK's leading debt resolution service providers. We combine in-house designed technology platforms with multi-channel debt resolution strategies that are supported by a highly ethical and compliance framework. Our success has been achieved by avoiding a ‘one size fits all’ approach and by delivering value to our clients through innovative, competitive and smart pricing structures.

We have invested heavily in our workforce through comprehensive training and mentoring programs, and we provide an internal accreditation scheme that allows our personnel to develop to their optimum level within our organisation.

All our customer-facing employees have undertaken and passed the Credit Services Associations (CSA) Collector Accreditation Initiative (CAI) which is an annual benchmark regarding an individual collector’s knowledge and compliance to the high standards our industry demands.

Our Senior Management team is one of the most experienced within the credit services industry and, together with our employees, we work diligently to maintain a culture of unyielding passion and dedication for excellence in delivering the most rewarding client and customer experiences.

We view operational and security compliance not just as a mandatory legal and ethical requirement but as pivotal to our continued success. All debt recovery procedures that we conduct are in compliance with the relevant UK regulatory legislation and industry guidelines including but not limited to:

30-Day Breathing Space rule
Anti-money laundering responsibilities
Credit Services Association Code of Practice
Data Protection Act
Dealing with Vulnerable Customers/Mental Health Cases
FCA Principles for Businesses (PRIN)
Payment Card Industry - Data Security Standard

We have embedded a core value of treating customers fairly ensuring that our employees are trained to provide a professional and polite service, acting both quickly and sympathetically in all cases of financial hardship. We will take the individual circumstances of a customer into consideration when dealing with each account and we will work with external money advice agencies, charities and care professionals to ensure that anyone who is classed as vulnerable is dealt with in a suitable manner.

We have developed within our company specific processes for dealing with vulnerable customers, and to ensure that all customers are treated fairly. We also recognise that some customers will require a more sympathetic, sensitive and practical approach. We endeavour to take into consideration the needs of vulnerable customers throughout the debt recovery process, and we are committed to work extensively with third parties where necessary.

Whilst we always aim to achieve the highest possible standards in all areas of our business, and particularly in dealing with our customers, there can occasionally be times when mistakes are made. Our complaints procedure is proven, effective and it meets the requirements of the Financial Conduct Authority.

If a customer is dissatisfied with the service that we have provided we would request that they contact us via telephone, letter or by email (complaints@capitalresolve.com) and we will provide an initial response within 3 working days.

Complaints

Digital and automated debt resolution, driven by AI

Digital and automated debt resolution, driven by AI

Our Story