As a regulated credit provider, My Finance Club are required to send key customer communications by post, particularly those related to account updates, escalations, and other essential credit-related notices. While digital channels like email and SMS remain the primary mode for marketing communications, printed letters hold a vital role in meeting legal requirements and ensuring customer correspondence is taken seriously.
Initially, their team handled print and post manually, with individuals internally managing mail via franking machines. However, as customer volumes increased and operational demands evolved, this setup quickly became unsustainable. The need for a fully scalable, automated, and compliant communication process led to the adoption of Docmail.
Having partnered with CFH before, back in 2013, My Finance Club’s CEO and founder had first-hand experience of the Docmail service from a previous venture. When the time came to scale communications for his new finance company, returning to a trusted solution was a clear choice.
Built around ease of use and simple efficiency, the chosen communication solution was our Docmail API integration, allowing My Finance Club to automatically generate and send customer letters without any manual handling. Once integrated, the system receives documents and address data directly from their internal CRM and securely outputs the physical mail, which is then passed to Royal Mail for delivery.
Unlike other users who might rely on the Docmail portal or print driver, My Finance Club operate entirely via the API, only occasionally logging in for audit purposes. This automated setup means there’s no need for dedicated staff to manage mailings day to day. Communications are handled on an exception-only basis, enabling the business to remain fully compliant while keeping the process completely hands-off operationally.
The powerful Docmail API allows for secure, scalable automation, which is ideally suited for regulatory communication, without sacrificing control or oversight. It’s effectively a print and mail factory at their fingertips, giving the team the ability to meet FCA requirements, maintain consistency, and respond quickly when needed.
FCA regulations demand that lenders communicate in a way that’s clear, fair, and not misleading. By maintaining full audit trails and built-in controls, the Docmail API makes it easier to comply with financial promotions rules, support vulnerable customers, and respond swiftly to regulatory change, all while keeping communication efficient and compliant.
The powerful API integrates seamlessly with My Finance Club’s internal systems, providing a consistent and legally compliant communication channel capable of automatic approval, full audit trails and transparent record-keeping. It also removes the need for investment in infrastructure or equipment, as all communications are handled externally by CFH.
The cost-effective nature of the solution has further supported the business as it grows. With Economy postage ensuring a lower-cost alternative to standard delivery, My Finance Club have been able to make further savings on their mailings without impacting delivery timelines or compliance. As an early adopter of CFH’s Economy Access option, the service has proved a natural fit for their non-urgent communications, supporting their continued focus on value and efficiency.
For My Finance Club, the process has been low-touch and low-maintenance from the start. Feedback from My Finance Club suggests that the API system has remained robust and reliable for years, requiring its first update only recently - a testament to its long-term stability. With no major technical issues and minimal need for support, the experience has been exactly what the business needed: simple, secure, and built to scale.
Since implementing Docmail, My Finance Club have sent over 284,000 printed communications, spending more than £200,000 through the system since 2018. Volumes have grown year on year in line with their rapid expansion.
The fully automated print setup has enabled the business to scale customer communications with ease, keeping pace with rising demands while maintaining operational simplicity. With no need to assign additional staff or invest in new infrastructure, Docmail continues to meet their evolving needs without complication.
Now entering an exciting new phase, My Finance Club has just launched as a neobank, offering app-based accounts and debit cards. As they continue to develop new products and services, printed communications will remain a vital channel, potentially expanding into paper-based marketing campaigns to support product launches and member onboarding.
With more customers, more communications, and more innovation on the horizon, Docmail remains the trusted communication provider behind My Finance Club’s essential print strategy.
The Docmail API has integrated seamlessly with our systems, allowing us to automate daily mailings with zero hassle. The Economy Access postage option also adds real value without compromising on our compliance needs. It’s reliable, efficient, and has scaled effortlessly with our business as we’ve grown. Ultimately, it’s a low-maintenance, cost-effective solution that simply works for our customer communications.
CEO,
My Finance Club
