Our Commitment to Customers
Delivering Fair Outcomes Through Compliance and Trust
At Equivo, compliance is part of who we are. With a long history of supporting banks and lenders, we understand the importance of doing things properly. We don’t just follow the rules, we focus on achieving fair and balanced outcomes for every customer.
We take pride in setting high standards across everything we do. Our goal is to build trust and confidence, not only with our clients but also with their customers. This Customer Charter explains what people can expect when they deal with us.
Our Commitment
Equivo works across a range of areas. We collect debts on behalf of banks and lenders, we operate as debt recovery solicitors, and we act as High Court Enforcement Officers. This Charter mainly applies to our work under Consumer Credit Act–regulated agreements, but the principles behind it guide all our activities. We believe in fairness, respect and transparency in every case we manage.
We are guided by fairness, integrity and respect in every decision we make. We know that clear communication and careful action can make a real difference to people who may already be under pressure. We are open, accountable and always aim to reach the right outcome in the right way.
To bring this to life, we commit to the following actions.
Supporting Customers Experiencing Financial Difficulty
We understand that financial problems can happen to anyone. When customers face difficulties, we take time to listen and work with them towards a realistic and sustainable solution.
We will:
Agree on affordable repayments.
We never pressure anyone to pay more than they can reasonably afford. Repayment plans are based on individual circumstances.
Allow fair timeframes.
We will agree to reasonable timescales for repayment and avoid unnecessary deadlines.
Discourage further borrowing.
We never ask customers to take out new credit, sell property, or increase existing borrowing to make a payment.
Offer practical support.
Where permitted by our client, we’ll help customers create an affordable repayment plan using an online budgeting tool, which produces a Standard Financial Statement. We also signpost to free and independent debt advice services for expert help.
Work towards the right outcome.
Our aim is always to find the most suitable resolution for each person’s situation. Sometimes that may involve returning financed goods or selling assets to reduce a balance.
Support Vulnerable Customers
We know that debt can be particularly challenging for customers experiencing mental health issues, illness, or other vulnerabilities. We treat these situations with understanding, sensitivity, and professionalism.
Encourage Openness
We want customers to tell us about any difficulties or vulnerabilities so that we can respond appropriately.
Provide Access to Guidance
We clearly signpost independent advice and support services.
Facilitate Third-Party Support
Customers may involve a trusted family member, friend, or professional advisor to help manage the case.
Make Proportionate Allowances
Where vulnerabilities are identified, we make adjustments, which can include pausing action to allow time for advice or support.
Communicating with Clarity and Reassurance
We are committed to clear and straightforward communication, particularly during the first contact with a customer. Our correspondence will always ensure the customer knows:
Who we are as a business and the name of the creditor we represent.
The appropriate contact at Equivo for their case.
The reason for our contact and what action is required.
We communicate in a way that allows customers to understand their situation and make informed decisions, without taking advantage of any lack of knowledge. This approach builds confidence in the process while ensuring clients’ objectives are met.
Supporting Customers Fairly and Respectfully
Resolving Disputes and Clarifying Uncertainty
We know that being contacted about debt can be stressful and confusing. When a customer disputes a balance or questions a debt, we investigate thoroughly and act transparently. Our aim is to provide clarity and reassurance for the customer while ensuring the client’s interests are safeguarded.
Contacting Customers at Reasonable Times
We will contact customers at reasonable times and do our best to accommodate any specific requirements they may have regarding when and how we make contact. Where a preferred contact method is agreed, we will adhere to it, provided the customer continues to engage with us through that channel.
Safeguarding Customer Data and Privacy
We will protect a customer’s personal data and uphold strict confidentiality. Information will not be disclosed to third parties unless legally permitted and reasonably necessary for the legitimate pursuit of a debt. We take all appropriate steps to ensure debt-related matters are kept confidential.
Treating Customers with Respect
Every customer will be treated with courtesy, professionalism, and respect. We will listen carefully to understand individual circumstances and will not discriminate unfairly on any grounds. We expect our team to uphold these standards and to be treated with the same level of respect in return.
Handling Complaints Effectively and Thoroughly
We will investigate all complaints with diligence and work to resolve them as promptly as possible. Where a customer requests further investigation, we will escalate the matter accordingly. If we are at fault, we will propose a resolution that is fair and appropriate. More details can be found in our Complaints Policy.
