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            Lender Services

            Acting for a number of the largest independent motor finance lenders we are one of the leading, specialist teams working in the Motor Finance Sector. We are recognised as experts within the FCA compliance space and in terms of consumer credit regulated collections and recoveries.

            What we do 

            We understand that keeping on top of a rigorous and changing FCA regulatory regime, as well as responding to market developments, can be a challenge. We are known for our ability to balance the need to comply with commercial understanding and a commitment to achieving strategically relevant results.

            We achieve high recoveries in an FCA complaint but commercially driven manner, across all volume litigation, enforcement activity and return of goods/possession actions.

            Acting for leading independent and captive motor finance lenders, banks, building societies, consumer credit and asset based lenders, we provide market-leading Consumer Credit regulated collections and recoveries services. We offer a holistic service from early arrears right through to complex litigated cases, minimising risk with sophisticated IT systems and technology and providing a seamless end-to-end service, delivered by highly-skilled and trained dedicated individuals.
            We also offer tailored training on collections and recoveries strategies, aligned to the FCA regime, and on key FCA drivers including treating customers fairly, vulnerable customers & mental health and FCA complaints handling.

            Our Lender Services include:

            • Targeted/strategic advice at board level on FCA related policy and culture
            • Advising on internal and external collections and recovery processes
            • General financial reconciliation exercises and projects
            • Bespoke training to your staff in house or via our e-learning modules DWF Conforma
            • Creation of tailored workflows
            • Review of documents, agreements and notices
            • Full documentation audit and follow-up report
            • FCA compliance audit of your suppliers

            A truly bespoke approach

            Our commitment to providing a truly tailored, bespoke service, aligned to your internal processes, sets us apart. We work hard to understand your needs and structure our support in such a way as to respond to this as well as to apply to FCA key drivers, including treating customers fairly (TCF), vulnerability & mental health. We are experienced in handling FCA complaints and can draw from our Legal Support Team to react immediately to large and fluctuating volumes of claims.

            A niche understanding and commitment to motor finance and consumer credit

            Our expertise in working with captives and independents, across the motor finance and consumer credit sector sets us apart. In addition to providing high volume claims and recoveries support, we work hard to deliver lasting, strategically-relevant solutions. We work at board level with some of the largest lenders in this field, providing FCA compliance advice, underpinning over £4bn of consumer credit lending on an annual basis.

            Protecting your reputation and your image

            We understand that providing relevant, expert advice to lenders requires an awareness of how fair treatment impacts on reputation. We work hard to make sure we understand your organisational culture, aligning our collective values to work as an extension of your in-house team. We work collaboratively, sharing a culture grounded in equal opportunities and diversity. We believe that by we get the best results for our clients, and your customers, by treating everyone fairly and in a commercially transparent and relevant way.

            An example of treating customers fairly (TCF) in action

            Treating customers fairly means ensuring that no member of the team uses aggressive tactics, that we develop affordable plans and that each customer is treated equally, avoiding a ‘quick wins’ mentality.

            We embed this into our team culture with the following measures:

            • Bespoke Financial Services induction policy
            • Knowledge heath checks
            • eLearning modules on TCF with industry-specific scenario based Q&A. We use DWF Conforma, our innovative e-learning product, to deliver this
            • Formal complaints training
            • Income and expenditure forms training (understanding an individual's circumstances)
            • Vulnerable customer/TCF and complaints internal committees discussing live issues and resolutions
            • Regular call and matter auditing with feedback and advice sessions

            DWF Conforma

            DWF Conforma is our bespoke range of FCA e-learning modules covering FCA key drivers, TCF, vulnerability & mental health and FCA complaints handling. This cutting edge online training can be tailored, specifically, to the market and environment in which you operate every day, supporting your requirement to demonstrate that you have trained your workforce and introducers of business on the FCA's key business principles. Find out more >


            Julia Perez

            • Partner // Head of Delivery Commercial Managed Services
            Connected Services offers a range of stand-alone consultative services that complement our legal offering in each of our core sectors.
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