Debt Collection Agency UK - Company Services

When an organisation has exhausted their internal collections process and has been unsuccessful in recovering funds, they may look to escalate the matter to a debt collections agency (DCA). The DCA will then try and engage with customers on behalf of the client to recover the outstanding balance.

Intrum is focused on ethical collections, with strategies and communication content designed to encourage customers to engage, discuss their financial situation and ultimately come to an affordable repayment solution.

Unlike white label solutions, DCA services are Intrum branded and this change in management indicates that the debt has been escalated for resolution. This frequently prompts customers to contact us to avoid receiving additional letters and phone calls.

Our customer service representatives (CSRs) are highly skilled and trained to achieve the best results for our customers. When CSRs make contact with a customer, they will try to ascertain their financial situation, which may include an income and expenditure assessment (I&E).

This will help both parties gain clarity on what is affordable. Only a repayment plan that is sustainable will be considered. Customers will also be signposted to free debt advice with the appropriate forbearance considered.

Intrum has a dedicated team to support vulnerable customers. This includes customers struggling with mental or physical wellbeing (or both), which is a impacting on their ability to manage their account. All disclosures of vulnerability are dealt with sensitively and with confidentiality using the TEXAS (Thank, Explain, eXplicit consent, Ask, Signpost) model. Our specialist customer service representatives receive additional training to ensure vulnerable customers are treated fairly and with empathy.

In the UK, Intrum's clients comprise banks, motor finance and buy-now-pay-later finance companies. This extends to other sectors across Europe, to include utilities, telecoms, e-commerce - to name just a few.

Yes. Intrum provides consumer with a range of digital options to contact us. Customers can choose to email, text (via SMS) or use the online portal, which enables customers to, e.g., check their balance, complete an income and expenditure (I&E) assessment or set up a direct debt.

Please contact us if you would like to know out more about DCA offering.

The cost to use our DCA collections' service is typically commission based (i.e., % of cash collected); however, we do work with different commercial models too. The commercial terms are bespoke to each client, depending on various factors, so please contact us for more information.