Debt recovery organisations operate in one of the most regulated areas of UK finance. Every personalised letter, notice of enforcement or payment confirmation must reach individuals in the correct format and within strict timeframes.
For enforcement agencies, collections firms and legal practices, the FCA’s expectations are already well understood – but compliance isn’t only about what you communicate. It’s equally about how those communications reach people, especially when customers may have additional needs or accessibility requirements.
The FCA’s updated July 2023 Consumer Duty guidelines raised expectations for debt recovery organisations, and the effects of these changes are still being felt today. It moved firms beyond simply focusing on ‘compliant wording’ and towards proving that customers genuinely understand what they’re told, can act on it, and are treated fairly throughout.
In a collections context, poorly judged messaging can push someone to disengage, avoid contact or slip into default instead of resolving what they owe. In the most severe cases, it can lead to complaints or FCA action. Keeping accessibility in view at every step is now part of doing the job well.
Under Consumer Duty, recovery communications must be clear, fair and suited to the individual. Amounts, timelines and consequences still need to be spelt out plainly, but the FCA now looks just as closely at how you deliver that information as the words themselves. A letter that’s hard for someone with dyslexia to process, or inaccessible to someone with sight loss, for example, risks breaching the same standards.
Debtors don’t all respond to the same format. Some will act on a letter straight away, while others need a different approach entirely – and that’s where accessible communication starts to matter.
82% of customers are more likely to respond when payment reminders are framed positively and supportively, and 54% trust direct mail more than any other channel, ahead of TV ads, apps, email and social media. The way a message is delivered genuinely shapes how debtors engage with it.
Compassionate, well-delivered communication isn’t just considerate. Under Consumer Duty, it’s part of compliance, and reaching every debtor appropriately means offering more than a single, standard letter – it means using formats and delivery methods that meet individuals where they are.
Partnering with a specialist communications provider gives debt recovery teams access to expertise, technology and formats that ensure every message is clear, accessible and compliant.
By relying on a partner who can handle secure print, post and digital delivery, organisations can reduce risk, improve resident understanding and strengthen engagement across every stage of recovery. At CFH we provide a full range of accessible formats to help you stay compliant and prioritise recipients. These include but aren’t limited to:
Each of these is a practical tool for reaching vulnerable individuals appropriately. Together, they give your organisation a way to demonstrate the fair, considered treatment the Consumer Duty demands.
With an extensive background in the collections space and a thorough understanding of various consumer communication needs, we'll help you meet FCA requirements without adding pressure to your team.
