Delivering Excellence with Integrity and Innovation
At Equivo, every process is designed to deliver good outcomes. We combine ethical practice, regulatory compliance, and market-leading technology to ensure transparency, efficiency, and excellent customer experience.
Fair Practices
Ethical Practices
We act responsibly in every interaction. Ethical behaviour and fairness are embedded across our teams and processes. Every colleague is trained to handle each case with sensitivity and integrity.
Key principles include:
Treating every customer with dignity and respect
Acting with transparency and accountability at every stage
Making decisions based on fairness, not just compliance
Ensuring outcomes reflect both client objectives and customer circumstances
Vulnerable Customer Focus
We take the protection of vulnerable customers seriously. Our approach ensures that people who may be at risk receive tailored engagement and additional support.
Key components:
Our proprietary system flags vulnerability across all customer interactions.
Regular monitoring and reporting to ensure the right outcomes for vulnerable customers.
Dedicated training for all staff to recognise vulnerability and respond appropriately.
Policies embedded across collections, enforcement, and recoveries services to maintain consistency.
Technology That Drives Results
Technology underpins our ability to deliver fair, efficient, and transparent services. Key tools include:
CollectPortal
Multi-channel, self-service platform for 24/7 account access
ClientWeb
Live case tracking and client audits
CollectVisit
GPS tracking, auto-scheduling, and real-time audit of field operations
ANPR
Automated number plate recognition for faster vehicle recovery
Body Worn Video
Secure front-facing cameras with automated face-blurring
Data-driven workflow engines
Optimise case management and prioritisation
These innovations provide:
Evidence-based compliance
Enhanced digital customer experience
Maximised collection rates
Compliance and Oversight
Equivo is authorised and regulated by the FCA, SRA, and MoJ. Beyond meeting regulatory requirements, we aim to exceed expectations:
Aligning with the Consumer Duty to put customers first
Evidence-based compliance with full audit trails
Continuous monitoring and improvement of processes
See Our Approach in Action
Our approach comes together in practice through our services and the people who deliver them. Explore how we apply ethics, technology, and expertise to achieve outstanding outcomes:
