UK Debt Collection AI built for FCA Consumer Duty
AI voice agents that enforce Consumer Duty, the CCA, and CONC on every call. Vulnerability flagged in real time. Audit trail on every conversation.
Built for UK collection agencies, credit card issuers, BNPL providers, utilities, and mortgage servicers under FCA authorisation.
Live demo line
+1 (332) 241-0221Sarah, debt recovery specialist. Push back on her. Ask for a forbearance arrangement.
Consumer Duty changed the economics of UK collections.
Since PRIN 2A came into force, every FCA-authorised firm has to evidence that collection conversations deliver good outcomes for retail customers. That means monitoring every call, identifying vulnerability across four drivers, demonstrating forbearance was genuinely offered, and producing board reports on customer harm.
With a human-only collection floor, you sample 1 to 5% of calls for QA. You hope your top performers set the bar. You reconstruct FOS complaint evidence from CRM notes written hours after the conversation. You train new joiners on vulnerability detection and watch attrition cycles erode the skill. The gap between policy and execution is where the FCA finds problems.
AI voice agents collapse that gap. The compliance script is the conversation. The audit log is the call. Vulnerability detection runs on 100% of calls, not a QA sample. Board reports stop being estimates and become data.
Every UK regulation, enforced per call.
Configured once, applied on every conversation. No operator variance.
Consumer Duty
Act in good faith, avoid foreseeable harm, support retail customers in pursuing their financial objectives. AI applies the standard on every single call without drift.
Consumer Credit Act
Regulated agreement notices, s77-79 information requests, s87 default notices. AI checks account state before opening the conversation and adapts scripting to the regulated status of the debt.
Consumer Credit Sourcebook
CONC 7 arrears rules, CONC 8 debt advice, forbearance and due consideration. AI offers forbearance options where flagged, signposts to free debt advice, and logs the outcome for audit.
Vulnerable Customers
FG21/1 requires firms to identify and respond to vulnerability drivers: health, life events, resilience, capability. AI detects real-time signals and de-escalates or hands off to a specialist.
Data Protection
Article 6 lawful basis, Article 22 automated decision safeguards, data minimisation. AI only processes what is needed, logs lawful basis per call, and honours subject access rights.
Financial Ombudsman
When a complaint goes to the FOS, fair treatment evidence matters. AI produces complete transcripts, sentiment trajectory, and decision logs for every call. No more reconstructing from memory.
Vulnerability detection, on every call.
Signal detected, action taken, outcome logged. Zero human-dependent sampling.
Hear the UK-appropriate cadence.
Sarah runs a US scenario, but the tone discipline is the same you will hear on a UK deployment.
Forbearance inside your authority matrix.
You define the bounds. The AI stays inside them on every call, captures the agreement, and books the follow-up.
Instalments within policy
Configured minimum instalment, maximum term, arrears-age thresholds. AI negotiates inside that box, captures verbal agreement, schedules direct debit setup, writes back to your collections system.
Breathing Space and temporary pauses
Handles Breathing Space scheme declarations, temporary hardship pauses, and CONC 7.3 forbearance. Logs the reason code and the evidence that supports it.
Discount offers inside approval limits
Percentage discount floor configured per product and per arrears band. AI only offers what it can offer. Anything outside the matrix routes to a specialist with full context.
StepChange, Citizens Advice, MoneyHelper
Free debt advice signposting triggered by hardship flags or explicit request. AI offers the signpost, captures the acknowledgement, and flags the account for follow-up cadence adjustment.
Related deep-dives
Debt Collection Hub
The full overview: economics, compliance, 80/15/5 split.
European Collections
GDPR, EU AI Act, cross-border rules for EU deployments.
Compliance Hub
FCA, GDPR, EU AI Act, FDCPA all in one place.
BNPL Collections
Buy-Now-Pay-Later recovery under FCA scope.
Utilities Collections
Energy, water, broadband arrears with hardship rules.
Cost and ROI
Pricing, TCO, and the ROI calculator.
UK deployment FAQ
Questions we get from UK heads of collections, compliance, and operations.
The FCA does not certify individual vendors. Consumer Duty is a set of outcomes a firm must deliver: avoiding foreseeable harm, supporting customers pursuing their financial objectives, enabling customer understanding, and ensuring products and services represent fair value. An AI voice agent delivers those outcomes more consistently than a variable human operator because the compliance script, the forbearance options, the vulnerability triggers, and the de-escalation protocol all run identically on every call. You get complete evidence for every interaction. Your Consumer Duty board reporting becomes audit data rather than sampled QA.
Two ways to evaluate.
Call the live demo now. Or book a 30-minute UK-specific discovery call and we will scope a pilot.
Book a UK Discovery Call