Customer Reconnection Field Solutions
When customers fall into arrears and stop responding, the risk to lenders increases. Silence often means that the customer may be struggling, not that they are unwilling to resolve the issue. At this stage, it becomes more difficult for lenders to engage, which is where Equivo can help.
Our field reconnect service uses a nationwide team of skilled field personnel to visit customers and re-establish contact. This direct approach provides a chance to understand circumstances, agree solutions, and prevent matters from escalating to default or repossession. For lenders, it means stronger engagement, more accurate data, and better outcomes aligned with regulatory expectations.
How Our Service Works
Equivo helps lenders reconnect with customers through a structured, professional, and sensitive approach. Our process ensures compliance with FCA CONC 7.3 and Consumer Duty, while also giving every customer a fair opportunity to engage and work towards a positive resolution.
Case Allocation
Accounts where customer contact has been lost are referred securely to our national field network.
Customer Home Visit
Our trained field personnel attempt to engage with the customer face to face, approaching cases with sensitivity and professionalism.
Information Gathering
We can collect and verify details such as updated addresses, employment status, affordability, and identify signs of vulnerability.
Resolution Pathway
The outcome is shared with the lender, whether that means repayment arrangements, rehabilitation of the account, or recovery escalation steps that meet client policy.
Why Field Reconnects Are Important
A reconnection service provides more than debt recovery. It creates a fairer process for customers who may have fallen silent due to financial difficulty or personal challenges. For lenders, it means:
Evidence of forbearance and due consideration
Improved rehabilitation and repayment rates
Fewer defaults, repossessions or write-offs
Compliance with regulatory standards and Consumer Duty obligations
Stronger long-term customer relationships
Equivo’s Ethical Approach
Equivo is an award-winning, FCA-authorised firm with deep experience in arrears management. Our work is rooted in compliance and ethics, which means every field reconnect is handled with respect for the customer and full transparency for the lender.
Our field personnel are trained to identify changing circumstances, spot vulnerability, and provide the evidence clients need to demonstrate responsible practices. By working in this way, we help protect both the lender’s financial position and the customer’s long-term stability.
96%
Contact Regained
Years of experience
92%
Agreements Restored
Satisfied customers
What This Means for You
High customer engagement where contact attempts have failed
Increased likelihood of repayment and rehabilitation of accounts
Reduced defaults and repossessions
Clear evidence of FCA and Consumer Duty compliance
Data enrichment to strengthen ongoing customer contact
Client Questions
What can Field Reconnects achieve for my business?
Field Reconnects help restore communication with customers who have stopped responding. This can lead to repayment arrangements, account rehabilitation, or updated information, reducing the likelihood of defaults or escalation while supporting regulatory compliance.
How does Equivo engage with customers in the field?
Trained field personnel visit customers personally, approaching each case professionally and sensitively. They gather updated details on circumstances, affordability, and potential vulnerabilities, ensuring interactions are ethical and compliant.
What reporting will I receive after a field reconnect?
Clients receive clear, actionable reports detailing the visit outcome, any agreed repayment plans, and updated customer information. This transparency allows lenders to make informed decisions and maintain oversight of previously unreachable accounts.
How does this service protect my financial and regulatory interests?
Field Reconnects provide evidence of proactive engagement, forbearance, and compliance with FCA and Consumer Duty obligations. The service helps reduce financial exposure while demonstrating responsible lending practices.
How are fees for Field Reconnects structured?
Fees are transparent and reflect the complexity and scale of the service. They cover field visits, reporting, and data updates, giving clients clarity and predictable costs while ensuring value and compliance.
Rebuild Contact. Restore Confidence
Partner with Equivo to reconnect with your customers and protect outcomes for your business.
Award Winning Service
Technology Powered
Unrivalled Transparency
Exceptional Results