Exceeding standards through expertise and integrity
Expert Knowledge, Trusted Approach
With decades of collective experience, we bring industry-leading expertise in the laws, regulations, industry codes, and best practices across Debt Collection and Enforcement.
This knowledge underpins every aspect of our operations, supporting our deep culture of fair and transparent customer engagement while ensuring full compliance with all relevant UK legal frameworks.
Excellence Beyond Compliance
Regulations set minimum standards for contact touchpoints and timeframes - we aim to go beyond. At CDER, we proactively engage with customers to avoid escalation and additional charges, improve outcomes, and increase customer satisfaction.
On average in 2024 we had 7
customer interactions before
escalation, far exceeding the
statutory requirement.
Our complaint rate is an
exceptional 0.046% of cases,
more than 4x lower than the
industry standard of 0.2%.
Built-In Controls
All customer engagement is managed through EDGE, our intelligent platform, and is subject to embedded internal controls developed and audited by our compliance teams. These in-built controls aid us in upholding our market leading standards, managing risk, and driving continuous improvement.
We also maintain a robust training programme that ensures every employee understands and embodies our commitment to compliance and ethical conduct.
"There is a clear and consistent commitment to the customer and the whole culture is based in the need for fairness. Staff are very clear about the corporate commitment to the customer and this commitment is evident, both on-line and in the offices."
Customer Service Excellence Assessment Report 2024
Our fair treatment commitments include:
Clear, respectful, and non-threatening communication.
24/7 access to accurate and transparent account information.
Identifying and supporting vulnerable customers.
Offering affordable repayment options where possible.
Full audit trails and recorded communications.
Industry Leadership & Advocacy
We are proud advocates for higher standards and stronger regulation in our industry. Many of our leaders hold senior positions in professional bodies and contribute to shaping the future of debt collection and enforcement. Find out more.
We actively support the Enforcement Conduct Board and CIVEA in reviewing enforcement practices, ensuring a fairer, more transparent approach to public debt collection.
“The enforcement sector and the debt advice
sector see CDER as a leading light in making
sure that customers are treated fairly and justly,
while still meeting the needs and expectations
of clients and collecting debt..”
Customer Service Excellence Assessment Report 2024
Standards & Legislation
Full details of the standards and legislation adhered to within each of our subsidiary brands can be found on their individual websites
