One of the UK's leading providers of Debt Recovery and Tracing solutions


One of the UK's Leading Providers of Debt Recovery and Tracing Solutions


Optimum Recovery and Investigation Strategies


Innovative and Competitive Charging Structures


Pre-eminent Compliance and Ethical Culture

 
 
 
 

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Compliance

We view operational and security compliance not just as a mandatory legal and ethical requirement but as pivotal to our continued success.

All investigations and 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
  • Consumer Credit Act obligations
  • Credit Services Association Code of Practice
  • Credit Services Association Tracing Guidance
  • Data Protection Act
  • Dealing with Vulnerable Customers/Mental Health Cases
  • FCA Principles for Businesses (PRIN)
  • OFT Debt Collection Guidance
  • Payment Card Industry - Data Security Standard
  • The Lending Board

In addition we have a number of key policies in place covering:

Information Security

Our Information Security Policy reflects our ISO 27001:2013 certification. Our commitment is to promote security through appropriate and adequate resourcing that is maintained and reviewed regularly, or in response to a change in circumstances that may affect the risks to the information that we retain.

All new employees undergo mandatory information security awareness training as part of their induction and regular refresher workshops are held to reiterate the importance of information security.

Data Protection

We regard the lawful and correct treatment of personal information as very important and therefore ensure that personal information is treated correctly under rigorous controls in compliance of the Principles of Data Protection contained in the Data Protection Act 1998.

Vulnerable Customers

We have developed within our company specific processes for dealing with vulnerable customers, and to ensure that all customers are treated fairly.

Although we will apply intense and comprehensive strategies in the recovery of debts, 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.

In undertaking the recovery of monies owed to our clients we can call upon a wide range of methods to assist in the collection process, but we will ensure that when dealing with vulnerable customers these strategies will only be used when all other options have been exhausted, and where all statutory processes have been correctly followed.

Treating Customers Fairly

Long before TCF became an area of focus we had embedded our core value of fair treatment to everyone within our working culture ensuring that 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.

Complaints

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 you are in anyway dissatisfied with the service we have provided we would request that you contact us by telephone, letter or email (complaints@capitalresolve.com) and we will provide you with an initial response within 3 working days.

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