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Arrow Global
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Arrow Global research reveals consumer motivations and barriers to engagement
Published on 11/12/2013

Arrow Global today releases key research into motivations and barriers to engagement in the consumer debt marketplace, conducted by the Personal Finance Research Centre at the University of Bristol, the Royal College of Psychiatrists and Plymouth Focus Advice Centre.

The report, "Working Together: Understanding motivations and barriers to engagement in the consumer debt marketplace," found that problem debt can have complex causes that are not straightforward to resolve.

From the customers' perspective, how creditors communicate with them and creditors' approach to debt repayment shape their relations.  If creditors get these things right, the chances of recovering the money owed to them increase.  If they get them wrong, the customer may disengage from further dialogue.

Customers want creditors:

  • to demonstrate empathy and understanding,
  • to provide practical help, and
  • to work something out together that benefits both the creditor and the customer.

This approach encourages customer engagement, helps to engender trust and gives customers the opportunity to regain financial control.

Tom Drury, Chief Executive Officer of Arrow Global, says "the findings of this research strongly suggest that creditors who work with customers to manage their debt and to understand their wider circumstances achieve greater customer engagement.  We feel this is an important finding, and one that is central to our own customer engagement approach."

To read the complete report, click here.

Notes to editors

Arrow Global is one of Europe's largest and fastest growing providers of debt purchase and receivables management solutions, with £8.6 billion assets under management, including £6.9 billion of purchased assets. Our data driven, compliance focused and customer-centric business model offers a tailored approach for creditors and customers alike.

Our intensive data analysis and account segmentation help to ensure that each customer is offered the most suitable solution for their individual circumstances. We have developed data analytical tools which provide an optimised understanding of individual customers' circumstances and help us adhere to regulatory and compliance requirements, for which Arrow Global has an established track record.

In October 2013, Arrow Global listed on the London Stock Exchange (ARW).

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Arrow Global Limited is registered in England and Wales with company number 05606545. Its registered office is at Belvedere, 12 Booth Street, Manchester M2 4AW. Arrow Global Limited ("AGL") is authorised and regulated by the Financial Conduct Authority for certain credit-related regulated activities, and is part of the Arrow Global Group. AGL is registered on the Financial Services Register under registration number 718754.