Lending Standards Board shares insights into the role of life experience on contact centre staff and customer outcomes
The Lending Standards Board has published an insights report looking at the role of credit sector staff ‘life experience’ in the service their customers receive. The report cites examples such as a customer who says they are getting divorced benefiting from speaking to an adviser who had experienced similar events and may therefore understand the […]
Read MoreBob’s Blog: MALG Friday Forum break and plans for 2021
Hello to all our MALG Members and contacts, Somehow, the most unpredictable and turbulent year we could have ever imagined is very quickly drawing to a close! It has been a year of highs and lows with MALG Members going the extra mile to continue ‘working together to improve the lives of people in debt’. […]
Read MoreNew report: Low income consumers pay a ‘poverty premium’ equivalent to three months’ worth of food
People struggling with money are paying an extra £478 for essentials like energy, credit and insurance because of the poverty premium, according to new research by the University of Bristol’s Personal Finance Research Centre. The Fair By Design study of 1,000 low income households [1] accessing the services of national poverty charity Turn2us, shows that poorer households are […]
Read MoreIPPR examines financial impacts of Covid-19 with ‘helping households in debt’ report
Policy think-tank IPPR has published a new report which examines the financial impacts of Covid-19 on people in different demographic groups and regions of the UK and explores the experiances of debt and household finances before and during the pandemic. The ‘Helping households in debt’ report sets out recommendations which focus on actions to mitigate […]
Read MoreEnforcement agents prove essential for funding local services
Following speculation about the resumption of enforcement visits, Russell Hamblin-Boone, Chief Executive of the Civil Enforcement Association (CIVEA), shares his thoughts and exclusive findings regarding current civil enforcement conduct and outcomes in a new report: When the government implemented plans for a phased lifting of the lockdown restrictions, CIVEA recognised that it was not responsible […]
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