Consumer Collections 2026 – Are we getting the balance right?
Topics for Discussion:
A. Understanding Challenges, Context & Trends
· What are the most persistent challenges you face in B2C debt collection in Wales?
· How do economic conditions in Wales (e.g., negative saving ratio, high demand for debt advice) impact your operations?
· What trends do you see shaping the future of debt collection in Wales and the UK?
· How do you anticipate regulatory or economic changes will impact your operations in the next few year
B. Regulatory & Legal Compliance
· How do you keep up with evolving FCA regulations and Consumer Duty requirements?
· What processes do you have in place to ensure fair treatment of vulnerable customers?
· How do you identify and support vulnerable customers?
C. Technology & Innovation
· What role does AI or automation play in your collections process?
· How do you balance digital transformation with the need for personal, empathetic engagement?
· What cybersecurity measures are in place to protect customer data?
