We are proud to announce that Equivo has been awarded Best Vulnerable Support at the CIVEA Excellence Awards 2026, further cementing our position as a leader in vulnerability support across the collections and recoveries sector. The award, presented at one of the industry’s most respected annual ceremonies, recognises organisations that demonstrate outstanding commitment to identifying and supporting customers in vulnerable circumstances.
This latest win follows our success at the 2025 Collections & Vulnerability Awards, where we took home Best Vulnerable Customer Support Initiative, making this back-to-back national recognition for the quality and consistency of our approach to vulnerability.
Setting the standard in vulnerability support
Vulnerability in collections is no longer a niche consideration, it is one of the most important and fast-moving areas across the entire financial services and recoveries landscape. Whilst regulations are tightening, expectations are rising and it’s becoming essential to treat customers with greater care and understanding. Equivo have been at the forefront of this shift, building our processes around the emerging requirements for vulnerability support. We have actively respond to vulnerability in a way that is both compliant and genuinely human.
Our approach goes beyond policy. We invest heavily in training our people to recognise the wide range of circumstances that can make a customer vulnerable. Whether that is financial difficulty, health challenges or other personal factors, we ensure to respond in a way that is sensitive, appropriate and effective. Every interaction is handled with vulnerability in mind and we continuously review and develop our practices to ensure we are meeting the needs of the customers we serve.
Winning this award is recognition not just of what we do, but of how we do it. The judges’ decision reflects the measurable outcomes we deliver for vulnerable customers and the practical support that makes a real difference at what is often one of the most difficult times in a person’s life.
A team achievement
Behind every award is our team. At Equivo, supporting vulnerable customers is not the responsibility of one department, it runs through our entire organisation. From front-line agents to operational leads, every person plays a role in creating an environment where customers feel heard, respected and supported. This recognition belongs to the entire Equivo team.
Looking ahead
We will continue to invest in our vulnerability framework, staying ahead of regulatory developments and raising the bar and setting the standard for customer vulnerability support. For our clients, this means a partner who takes vulnerability seriously. Not as a compliance exercise, but as a core part of delivering a fair and effective service to ensure every customer is treated fairly to ensure the best possible outcomes.
Your main contact:
John is Founder & Director, and leads Equivo’s Collections & Field Division has responsibility for operations and service delivery for collections activity across the business. John always challenges standard industry practice while keeping fully abreast of regulatory requirements, beliefs that are core to Equivo’s operation.
