Qualco Manual Version 3 by Qualco UK

QUALCO MANUAL VERSION 3.00

Let us improve your liquidity...

Introduction Managing Director of Qualco UK, Christian Jacob, explains why the Qualco Manual exists and offers a brief glimpse into the company story so far and where it is headed

t has been a challenging year for the industry since we published the last Qualco Manual; all of our partners have embarked on the FCA authorisation journey, some have since received their full authorisation whilst the remainder are still in the evaluation process. But one thing hasn’t changed, and that is the importance of data. Where and what data is stored, how it is used, and what data is transferred between parties. Of course, that is what Qualco is all about. As an intermediary between originators and suppliers, data excellence is critical to our existence and I am pleased to make this File Transfer Manual available to you. Using the specification included (starting page 17) offers you guaranteed conformance in meeting specified guidelines for the transfer of customer data. What has also transpired is the appetite for originators to streamline their panels, which has been a building block for the exponential growth Qualco has recently experienced. The benefits of deploying our robust ExtraCollect platform are twofold; clients need only manage one relationship yet get access to more than 27 certified agencies. The net result? Proven uplift in collections, as our decision-making engine optimises the placement of portfolios with the most appropriate partner. We have experienced some exciting developments here at Qualco UK in the last 12 months, with the launch of Qualco Consult and Qualco Engage which you can find out more about on page 69. We have widened our client base into Europe, and as we go to press I am delighted to count another two of

Christian Jacob Managing Director Qualco UK the UK’s leading utility providers who have employed the ExtraCollect solution. With Qualco in a growth phase it looks to be an exciting year ahead. We need to take stock of what we have achieved so far, look to consolidate the products we offer and manifest change. In order to do so we have expanded into new office space to increase the team. The future looks bright, not only for Qualco, but for its network of partners and its clients. We value your feedback, so if you have any suggestions to improve the file transfer process please get in touch. If you’re looking to reduce your panel, or find out if you could be using it more effectively, we’d be delighted to offer you a free assessment of your panel and/or asset management strategy. Please contact us at info@qualco.co.uk.

European viewpoint Insight into the evolution of the Qualco Group from Group CEO, Orestis Tsakalotos

ualco was established in Greece in 2000, and now employs more than 200 highly experienced software engineers, portfolio specialists and financial services executives across the group. It has become a key part of the financial ecosystem; three out of four systemic banks in Greece and €175bn of debt is processed on Qualco’s collections platform. Chief Executive Officer, Orestis Tsakalotos, explains Qualco S.A.’s recent achievements, its latest investment programme and its game-changing partnership with the Bank of Greece.

Highlights 2009-2015 • Invested €12m into the Qualco recoveries platform to cover the whole debt lifecycle • Became market leader in Greece with >70% market share • Achieved 166% in revenue growth with >50% revenue now coming from international activities • Expanded into new markets including Cyprus, Turkey and Brazil • Shift of our offering from technology-only to a complete set including business process outsourcing and portfolio management, with new offerings achieving 350% year-on-year growth and 80% recurring revenue

Investment Programme 2012-2015 Qualco underwent a €12m investment programme between 2012-2015, which included: • Enhancement of our flagship solution Qualco Collections & Recoveries (IntraCollect and ExtraCollect) in the areas of Servicing & Purchasing, Legal Management, SME & Corporate Loan Management and Loan Administration • Launched our Predictive Analytics solution which saw uptake by several financial services institutions in Greece and overseas within 6 months of its launch • Setting up specialised in-house Servicing & Analytics teams in the UK and Greece to cover Portfolio Modelling & Analytics, Portfolio Management, Portfolio Operations & Panel Management • Establishment of an international sales and delivery network to cover Western, Southern & Eastern Europe and Brazil Results: • A significant increase in high-quality recurring revenues which based on existing contracts and awarded projects will reach €7.5m in 2016 (50% revenues) and >€10m in 2017 • Allowed us to penetrate significant new accounts including Capita, KBC Bank, Bank of Greece, Tesco Mobile, Express Gifts Ltd (Findel PLC)

Your innovation, realised

”Our team draws extreme pride from its achievements and is optimistic and eager to take the company to the next level.” Orestis Tsakalotos Group CEO Qualco S.A.

Qualco participates in a €9bn NPL project for the Bank of Greece Qualco has recently announced a partnership with the Bank of Greece as shareholder of PQH, a consortium established by Qualco S.A., Hoist Finance and PricewaterhouseCoopers Business Solutions S.A. Bank of Greece recently announced the appointment of PQH Single Special Liquidation S.A. as the sole Liquidator for the 16 Greek banks under special liquidation, with a view to ensuring a more efficient management of their assets, incorporating economies of scale and best practices. This is a key appointment in an effort to ensure the effective management and improved performance of the banks’ assets, for the benefit of the public interest. The total assets under special liquidation amount to about €9bn, consisting almost entirely of non-performing loans. This project is a significant opportunity for the Qualco Group, as the selection by the Bank of Greece signifies a recognition of our experience and expertise in delivering best in class Portfolio Management systems and services.

Qualco at a glance Qualco works with leading ﬁnancial institutions, banks and commercial corporations across Europe and beyond

SERVICING OVER

70 CLIENTS

10,000 AGENTS

10,000,000 ACCOUNTS

OUR CLIENTS: akinika debt recovery (Capita PLC) • Alpha Bank • ATE Bank • Bancpost • Bank of Greece • CAP • Citibank • Eurobank • Express Gifts • First Utility • FUIB Bank Ukraine • Flemmings • Fulham FC • Hellenic Bank Cyprus • Hoist Group • Ideal World • NACC • NEMO • Postbank • Ren Money • Robinson Way • Sigma Financial Group • Stopanska Bank • TBI • Tesco Mobile • United Bulgarian Bank • Universal Bank • Voivodanska Bank • Vostok Finance Group

Your innovation, realised

LONDON PARIS ATHENS

PROCESSING

€175bn OF DEBT

Q&A A 60 second interview with the new Head of Sales at Qualco UK

ualco UK has expanded its operation during the last 12 months, including the key appointment of Jan-Michael Lacey as its Head of Sales. Jan brings with him a wealth of industry knowledge and experience, and will be a familiar face to many. He was part of the Fredrickson management team which oversaw the sale of the business to the Lowell Group in 2013.

Jan, you’re now Head of Sales for Qualco UK. You’ve been in the market for 17 years, what attracted you to Qualco?

It was a combination of things. I have worked with most of the Qualco team before, I know just how good they are. I also understand implicitly the solutions we offer, believe there are a large number of clients that will beneﬁt from the solutions we deliver. There is room in the marketplace for Qualco to thrive – that’s attracted me here.

Q A

What are you working on ﬁrst?

First I have to learn the products we deliver inside out, it is very difﬁcult to sell something if you don’t understand it or believe in it. Secondly to educate the wider marketplace about our existence and what we deliver. Thirdly to drill down into individual clients, understand their speciﬁc requirements and see if we have a solution that addresses those requirements.

Q A

What are your long term goals for Qualco UK and the Group at large?

I would like us to reach our maximum potential. I would like us to become the defacto solution provider in this industry. But looking more broadly outside the UK we have the ability to deliver solutions on a pan-European level, and a number of our prospective clients now operate across Europe, so why be constrained to the UK?

We already have a footprint in Europe, which puts us in an incredibly positive position. So really, maximising that potential.

Q A

What is unique about Qualco’s proposition?

It all stems from the people ﬁrst; they have a deep rooted understanding of the collections space. We have all worked in it before, we understand what our clients’ challenges are. We have some incredibly technically gifted colleagues and it is a combination of harnessing the intellectual capital of the people who understand collections together with the technical expertise of the programming side of the business to deliver industry leading solutions. Combined with the fact we are truly independent, completely impartial and sector agnostic.

You’ve extensive experience in the consumer collections space, what have the game changers been during that time?

Primarily regulation followed by data analytics. Regulation is first and foremost for all clients. However, when I first entered the industry a long time ago, a lot of decisions were made based on gut feel. Now that the rocket scientists have entered this industry, it’s far more data driven. This approach enables greater efficiency and ensures better customer outcomes. Natural instinct and common sense still do exist but you need the data to validate hunches. Your innovation, realised

“Now that the rocket scientists have entered this industry, it’s far more data driven.”

What’s on the horizon for the collections landscape in next 12 months?

I don’t think that regulation will diminish, in all likelihood it will continue to evolve although I think the FCA has been quite surprised by the degree of professionalism which exists in this industry. I like the fact that collectively the industry is now looking at everything through the eyes of a customer. I think moving forward we will no longer be viewed as the grubby end of this industry – I think we can deliver value throughout the customer journey from the point of acquisition through customer service, through the expanded use of data and analytics.

What are the key challenges the industry faces and how do you think operations will change to overcome them? The industry will experience more M&A activity. Some partners will potentially ﬁnd survival difﬁcult as the market consolidates and constricts, but I think we offer something to those partners whereby we can provide them access to clients that they may not be able to develop themselves. From the clients’ perspective we mirror their aspiration of consolidating their supplier base, because through us they can have a single contractual entity that we in turn can manage numerous suppliers downstream. This is becoming ever more important to clients. That combined with more regulatory introductions in the future; it won’t diminish. This will continue to make life challenging for everyone.

Proudly supported by

.co.uk

Proudly supported by

Your innovation, realised

For multi-award winning debt servicing

The only way is ethics Fredrickson - part of the Lowell Group

www.freds.com

The Qualco UK Journey Since its inception in 2012, Qualco UK has quickly established itself as a unique data and analytics servicer to some of the country’s largest ﬁnancial institutions and utilities providers

ExtraCollect is launched into the market with a leading debt restructuring partner to international banks The number of debt collection agencies (DCAs) on Qualco’s panel of partners reaches 10

2013 2012

2014

Qualco UK is incorporated with a plan to become a major player in the UK ‘Recoveries Management’ space

Qualco invests in its ExtraCollect platform and ensures ‘Continuous Improvement’ to keep it best-in-class

A Head of Client Operations is appointed to oversee the integration of Qualco ExtraCollect with its ﬁrst clients

The number of DCAs on Qualco’s panel of partners grows to 16

Your innovation, realised

The client base is strengthened with a hat trick win of one of the UK’s largest mobile phone providers, a personal shopping brand and a business process outsourcing ﬁrm Qualco is overall sponsor of the UK’s leading credit awards, The Credit Today Awards, at the Grosvenor House on Park Lane. 1,200 guests attend from the consumer and commercial credit industry

2015 Qualco Consult is launched; a new consultancy division that offers advisory services to originators and debt purchasers on their collections framework, strategies and procedures Fulham Football Club appoints Qualco as its designated recoveries partner and Ofﬁcial Club Partner Qualco gains British Assessment Bureau accreditation for its Information Security Management System, certiﬁed as complying with ISO27001/2013 Qualco Engage is launched; enabling clients across many industries to drive customer engagement

Qualco moves ofﬁces as part of its signiﬁcant growth plans for 2016 and beyond Qualco’s panel management expertise becomes available as a standalone service. Using its ExtraCollect platform PortfolioManager is a fully managed solution enabling clients to outsource overall panel management responsibility to Qualco

2016 One of the largest banks in Greece and two of the UK’s leading utilities providers join Qualco’s expanding client base 27 partners – and growing are now on Qualco’s panel, enabling clients to harness Qualco as a single entity and beneﬁt from access to multiple suppliers (DCAs, legal suppliers and specialist collection such as probate and Insolvency Practitioners)

ExtraCollect Success Story The Sigma Financial Group and its challenge

he Sigma Financial Group (Sigma) is one of the UK’s largest credit management operations. The business previously purchased a number of debt portfolios from various blue chip creditors in 2011 through to 2014.

Sigma needed to achieve its Purchase Price + Servicing and Internal Rate of Return (IIR), in line with its inverstor’s expectations. Accordingly, Sigma embarked on a phase of Internal

Collections followed by 5-6 External DCA Placements by which time it had exhausted all liquidation avenues and found itself in the unenviable position of having to write off the remaining debt.

The solution After considering its options Sigma appointed Qualco and employed its ExtraCollect technology platform which manages assets and recoveries processes through external agencies. What ExtraCollect does ExtraCollect’s advanced placement, monitoring and benchmarking tools provides clients with the clarity and intelligence needed to drive results through third parties, achieving standardisation, efﬁciency and new levels of effectiveness: • It meets stringent compliance requirements • Its decision engine optimises the allocation of debt for better results • It offers valuable MI to drive future strategy

% uplift in collections

Improved customer insight metrics 14

Portfolios that were previously disregarded as uncollectable have been given a new lease of life providing an accurate ﬁnancial and fair position to the customer whilst ensuring the treatment of each account is according to the wishes of the client. The road ahead The task set to Qualco at the outset was a challenging one: • Identify customers with the ability to pay that have not engaged with Sigma and where possible gain payment • Increase the value of the arrangement book for a potential sale of the portfolio in the future

12 8

month project

weeks implementation Your innovation, realised

The Results The implementation of Qualco’s ExtraCollect technology platform enabled Sigma to segment its portfolio and place it effectively with the external agencies best placed to serve its debt. It was able to enhance the performance of a seasoned portfolio. The ExtraCollect technology created an ecosystem of excellence; excellence in reporting and excellence in behaviour. Importantly Qualco offered a variety of strategic directions but uniquely it offered this while incorporating proprietary information, mixed with 3rd party enrichment ﬁltered by customer actions and responses. At the stage of the cycle Qualco became involved, the typical industry standard would see collections increase 1%. However, Qualco collected a further 13% of the gross value of the book placed with Qualco in 12 months, creating a positive return. If the

Qualco solution had been applied at Prime Placement, it was widely agreed that it would have netted returns of more than 50% uplift on collections. The amount collected by Qualco and its agents gave Sigma’s investors comfort to continue to invest additional portfolio sales until it reached the decision to exit the debt purchase market.

Result! Sigma’s investors took a decision to exit the debt sale market in November 2015. The partnership with Qualco ensured that the Investor not only maximised their returns whilst they had ownership of the book, but due to the enhanced arrangement base attained by Qualco and its agencies, the investors were also able to attract an excellent return on the remaining portfolio.

Client testimonials “We exhausted all internal servicing options on the debt book and it was disappointing to find ourselves underachieving against our own targets. It was a challenging portfolio to service and we were nearing the decision to write off a significant amount of debt. However, Qualco made a convincing proposal to analyse the accounts and apply their strategy; I couldn’t be more pleased with the results! The 13% return far exceeded our expectations which in turn led to an internal decision to outsource our entire debt purchase book through Qualco which included prime placement work along with the more seasoned type accounts we had initially placed.” Gary Gilburd, Managing Director, Sigma “I completely echo these comments. The relationship worked great for us and really got SPV1 moving at exactly the moment we needed it to. You’ve got a great product which I’m sure will go from strength to strength.” Mike Harfield, Managing Director, Sigma

“Ardent are delighted to be part of the Qualco team” “Superior performance on all fronts” Contact Steve Murray for details of Ardent’s consumer and commercial debt collection services. smurray@ardentcredit.co.uk 16

Your innovation, realised

EC - DCA INTEGRATION SPECIFICATION Application: Qualco ExtraCollect Connector: EC - DCA Integration SpeciямБcation

Intellectual Property The contents of this Manual remain the intellectual property of Qualco. The diffusion, distribution, copying, reproduction, resale, disposition with or without remuneration in any way whatsoever, partial or total, to third parties and/or their exploitation in general without the written consent of Qualco is absolutely prohibited. All approved copies and reproductions must be returned to Qualco immediately upon request.

Confidentiality The material contained in this document is proprietary and constitutes classified business material. It belongs solely to Qualco and should be treated as privileged and confidential. Accordingly, it may not be disclosed to any third party and its use should be limited only to the extent that is absolutely necessary for the fulfilment of the scope of this document.

Trademarks All trademarks included in this document, marked and/or unmarked, belong to their respective owners.

Your innovation, realised

1. Table of Contents

1. Table of Contents 2. Introduction

3. Export Files (EC --->- DCAs)

3.1.

Export Files Naming Conventions

3.2.

Export Files Basic Information

3.3.

List of Export Files

3.4.

Export Files Layout

3.4.1.

New Business File (NBF)

3.4.2.

Contact Details File (CDF)

3.4.3.

Additional Detail File (ADT)

3.4.4.

Customer Accounts File (CAF)

3.4.5.

New Business Alert File (NAF)

3.4.6.

Customer Data Update File (UBF)

3.4.7.

Contact Details Update File (UCF)

3.4.8.

Account Action NotiďŹ cation File (ANF)

3.4.9.

Qualco Transactions File (QTF)

3.4.10. Balance Reconciliation Exceptions File (REX)

3.4.11. Qualco Alert File (QAF)

4. Import Files (DCAs --->- EC)

4.1.

Import Files Naming Conventions

4.2.

Import Files Basic Information

4.3.

List of Import Files

4.4.

Import Files Layout

4.4.1.

New Business Acknowledgement File (ANB)

4.4.2.

Customer Data Update File (UBF)

4.4.3.

Contact Details Update File (UCF)

4.4.4.

Transaction File (TRF)

4.4.5.

Closure File (CLF)

4.4.6.

Repayment Offer File (ROF)

4.4.7.

Action History File (ACF)

4.4.8.

Event File (EVF)

4.4.9.

Note File (NOF)

4.4.10. Reconciliation File (REC)

4.4.11. Closure Acknowledgement File (ACL)

62 19

2. Introduction

he aim of this document is to describe the batch integration speciďŹ cation for the exchange of information between the ExtraCollect asset management system

(henceforth EC) and the Debt Collection Agencies (henceforth DCAs) to which a delinquent portfolio is assigned for collections and recovery treatment.

In the following sections basic information for the interfaces exchanged, rules and business logic governing the integration process, as well as the exact layout of the exported and imported ďŹ les are detailed.

Your innovation, realised

3. Export Files (EC ---> DCAs)

3.1. Export Files Naming Conventions The name of the ﬁles exported from EC to DCAs has the following structure: <EXP>_<DCA INTCODE>_<FILE ABBREVIATION>_<SEQUENCE NUMBER>_ < CREATION DATE>.txt * * * *

EXP: Indication for exported files. DCA INTCODE: DCA’s unique internal code as parameterized in EC. FILE ABBREVIATION: The abbreviation of the integrated file. See section 3.3 for file name abbreviations. SEQUENCE NUMBER: The export sequence of each file of the same type provided to a DCA. For each new file of the same type exported, an increment value of 1 will be added. No gaps should exist between files and in case a failure occurs, file(s) will be exported with the same sequence number. CREATION DATE: File creation date in YYYY-MM-DD format.

3.2. Export Files Basic Information * * * * *

* *

Files exported from EC are text files of predefined format (*.txt). Export files will be one (1) vertical bar ‘|’ delimited (Column Separator) and #10#13 End of Line (CR-LF: Record Separator). “Enter / Return” characters (UNIX LF or Windows CR-LF based) that might misquote the format stability of the files will be replaced during export by a predefined sequence of characters. Vertical bar “|” characters existing in field content will be replaced during export by a predefined sequence of characters. Fields included in the export files will have the following data types and formats: o Alphanumeric. A maximum length is defined for each field of this type (section 4.4) o Date fields will be formatted as YYYY-MM-DD. Y denotes the year part, M the month and D the day. Apart from the dash separator ‘-‘, only numeric values (0-9) will be included. When date values exist in these fields they will have a standard length of 10 characters. o Integer fields will not contain thousand separators and in case of negative values they will be prefixed with a minus sign. When integer values exist in these fields they will have a maximum length of 10 characters. o Decimal fields will have a maximum specification of numeric (19.4), meaning 4 decimal points and a maximum of 15 integer digits. Dot ‘.’ will be the decimal separator and no thousand separators exist. In case of negative values they will be prefixed with a minus sign. In all files, for fields without values (unless a default value is explicitly specified), an empty string will be used (“||”) In order to ensure completeness of a file’s content at the completion of the file transfer process, the character string “EOF” will be provided as a trailer record.

Contact Details File

Additional Detail File

Customer Accounts File

3.4.2.

3.4.3.

3.4.4.

New Business Alert File

New Business File

3.4.1.

3.4.5.

Entity Name

NAF

CAF

ADT

CDF

NBF

File abbreviation

Bureau summary block alerts received from Call Credit

Customers – Accounts relationships, in terms of secondary owners, guarantors etc. The ﬁle includes all relationships except for the primary owner relation for Accounts contained in New Business File

Additional detail of accounts

Contact information (addresses, phones, etc) related to assigned accounts

New placements of accounts to DCAs

Description

The ﬁle will always be delivered with the New Business File

The ﬁle will always be delivered with the New Business File if there are any secondary owners of the accounts

The ﬁle will always be delivered with the New Business File

Comment

Daily, if new data exists

Frequency

3.3. List of Export Files

The following table lists the ﬁles to be exported to DCAs:

Your innovation, realised

Customer Data Update File

Contact Details Update File

Account Action Notiﬁcation File

Qualco Transactions File

Balance Reconciliation Exceptions File

Qualco Alert File

3.4.6.

3.4.7.

3.4.8.

3.4.9.

3.4.10.

3.4.11.

QAF

REX

QTF

ANF

UCF

UBF

Alerts received from call monitor

Balance reconciliation exceptions

Transactions regarding assigned accounts that have been placed with the DCA

Administration of notiﬁcations to the DCAs for closing, suspending, call monitor alerts etc

Updated contact information related to assigned accounts

Updated information related to assigned customers

Only the accounts for which the balance reported in Balance Reconciliation (REC) File is different than the EC balance will be included

The transactions included within the Qualco Transactions File must not be included in the DCA Transactions File (TRF)

Data included in the ﬁle might be related to more than one assigned portfolio (Placements)

Daily, if new data exists

Weekly, if exceptions exists

Daily, if new data exists

Placement Date

AccountID

Client Account Number

Originator

Owner

Industry Sector Code

Industry Product Type Code

Debt Account Type

Account Start Date

Default Date

Balance at Default

Placement Balance

10.

11.

12.

13.

14.

DCA Code

Placement Code

New Business File

Field Name

Entity

Your innovation, realised

DECIMAL(19.4)

DATE(10)

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

Account’s balance at placement date. The amount to be collected.

Account’s balance at default date

The date the account went into delinquency (default)

Account’s start date 1753-01-01 if not available

Debt account type description

EC code of account’s industry product type code

EC code of account’s industry sector

Account owner

Account originator

Account’s identiﬁer as it is known to debtor (i.e. account number)

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

YYYY-MM-DD

Values will be either new address, living as stated, trace & collect, collections or N/A

Freetext

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC File’s primary key

As generated in EC

Comment

Integrated

3.4. Export Files Layout

3.4.1. New Business File (NBF)

Last Payment Recipient

Placement Type Code

Placement Expiration Date

Placement Commission Rate

Litigated

CustomerID

Customer Title

Customer Forename

Customer Middle Name

Customer Surname

Customer ID Type

17.

18.

19.

20.

21.

22.

23.

24.

25.

26.

27.

Customer ID Number

Last Payment Date

16.

28.

Last Payment Amount

15.

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(10)

INT(10)

ALPHANUMERIC(1)

DECIMAL(19.4)

DATE(10)

ALPHANUMERIC(50)

DATE(10)

DECIMAL(19.4)

Identiﬁcation code

Type of identiﬁcation document. E.g., passport, driving licence, ID, etc

The surname (or company name)

The middle name of the customer

The forename of the customer

Customer title

Account’s primary owner unique identiﬁer

Indication that the account had legal actions currently or in the past

The commission rate of the placement

The indicative expected expiration date of the placement

EC code of the placement type

Recipient of last payment

Date of last payment (prior to allocation)

Last payment amount (prior to allocation)

EC pre-conﬁgured value

As generated in EC

Y/N

YYYY-MM-DD

EC pre-conﬁgured value. See DCA client information pack for value

EC pre-conﬁgured value

YYYY-MM-DD

Your innovation, realised

Customer Gender

Customer DoB

Customer Marital Status

Customer Employment Status

Customer Occupancy Status

Customer Profession

Employer Name

Home Ownership Indication

Original Title

Original Forename

Original Middle Name

Original Surname

DMC Code

DMC Reference Number

29.

30.

31.

32.

33.

34.

35.

36.

37.

38.

39.

40.

41.

42.

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(1)

ALPHANUMERIC(50)

DATE(10)

ALPHANUMERIC(1)

Debt management reference number relating to the account

Debt management company code

Original surname of the customer

Original middle name of the customer

Original forename of the customer

Original title of the customer

Indication that the customer is a home owner or not

The profession of the customer

Customer occupancy status

Customer employment status

Customer marital status

Customer date of birth

Customer gender

EC pre-conﬁgured value

Y/N/empty string

EC pre-conﬁgured value

YYYY-MM-DD

Values will be either M – male, F – female or U - unknown

Placement Code

Placement Date

AccountID

CustomerID

Contact Detail Type

Unique Contact ID

Address Type Code

House Name

House Number

Address 1

Address 2

Address 3

Address 4

City

10.

11.

12.

13.

14.

15.

DCA Code

Contact Details File

Field Name

Entity

ALPHANUMERIC(50)

INT(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

The type of address supplied

Contact information’s unique identiﬁer

The type of contact information

Customer unique Identiﬁer

Account’s unique Identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Filled only for address records

EC pre-conﬁgured value Filled only for address records

As generated in EC

EC pre-conﬁgured value

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.2. Contact Details File (CDF)

Your innovation, realised

County

Post Code

Original Address

Phone Type Code

Phone Number

Web Contact Type Code

Web Contact

Contact Conﬁrmed

Contact Active

Do Not Contact

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

ALPHANUMERIC(1)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(1)

ALPHANUMERIC(20)

ALPHANUMERIC(50)

Values: Y, N

Filled only for phone and web records

Values: Y, N

Filled only for web contact records

EC pre-conﬁgured value Filled only for web contact records

Filled only for phone records

EC pre-conﬁgured value Filled only for phone records

Filled only for address records

Values: P (pending), Y (yes), N (no)

The type of web contact

Applicable only for phones

The type of phone number

Values: Y, N

Filled only for address records

Placement Code

Placement Date

AccountID

Record Type

Brand

Product Description

Original Loan Amount

Fixed Interest Amount

Reﬁnance Fees

Failed Direct Debit Fees

Agreement Term

Agreement Start Date

Agreement End Date

10.

11.

12.

13.

14.

DCA Code

Additional Detail File

Field Name

Entity

DATE(10)

INT(3)

DECIMAL (19.4)

DECIMAL(19.4)

ALPHANUMERIC(255)

INT(2)

INT(10)

DATE(10)

INT(10)

Type/Length

The end date of the agreement

The start date of the agreement

The length of the agreement term in months

The amount of fees added to the balance for failed direct debits

The amount of fees that have been added to the balance

The amount of interest that has been added to the balance

The amount the customer originally borrowed

The description of the product purchased or rented

The brand name of the product

The code to determine the industry sector

Account’s Unique Identiﬁer

The date of the Placement to the DCA

Account’s Placement unique identiﬁer

DCA Unique ID

Description

YYYY-MM-DD

1 = Banking and Finance

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.3. Additional Detail File (ADT)

Your innovation, realised

Total Paid

APR

Branch

Course Name

Judgement Date

Judgement Balance

Card Number

Card Type

Card Start Date

Card Expiry Date

Card Status

Second Card Number

Second Card Type

Second Card Start Date

Second Card Expiry Date

Second Card Status

15.

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

26.

27.

28.

29.

30.

ALPHANUMERIC(255)

DATE(10)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(255)

DATE(10)

ALPHANUMERIC(100)

ALPHANUMERIC(255)

DECIMAL(19.4)

DATE(10)

ALPHANUMERIC(255)

INT(3)

DECIMAL(19.4)

Current status of the card

Expiry date of the card

Start date of the card

The type of card

The number on the card

Current status of the card

Expiry date of the card

Start date of the card

The type of card

The number on the front of the card

The balance at the time of the judgement

The date of the judgement

The name of the course being studied for home learning accounts.

The branch or store that the product was taken out in

The Annual Percentage Rate applied to loan

The total amount that has been paid prior to EC

YYYY-MM-DD

Additional Fees

Instalment Amount

Vehicle

Registration

Cover Date

Days on Cover

Cover Level

Last Payment Date

Last Payment Amount

Number of Payments

No Claims Discount

Policy Type

33.

34.

35.

36.

37.

38.

39.

40.

41.

42.

43.

44.

Instalment Plan Description

Overdraft Limit

32.

45.

Sort code

31.

ALPHANUMERIC(255)

INT

DECIMAL(19.4)

DATE(10)

ALPHANUMERIC(255)

INT

DATE(10)

ALPHANUMERIC(50)

ALPHANUMERIC(255)

DECIMAL(19.4)

ALPHANUMERIC(10)

Will state whether the policy was paid for in full or by instalments

Type of policy. Either Buildings, Contents or Both

Number of years of no claims

The number of payments that have been made

The amount of the last payment

The date of the last payment

Either Fully Comprehensive, Third party Fire and Theft or Third party only.

The total number of days that the vehicle was insured for. (Cover date to cancellation date)

The date that the insurance policy started

The registration of the insured vehicle

The make and model of the insured vehicle

The amount of the original instalment

The value of any additional fees added

The value set as the overdraft value

Sort code of account

YYYY-MM-DD

Your innovation, realised

Cancellation Reason

Insurer

Business Type

Notes

47.

48.

49.

50.

ALPHANUMERIC(255)

DATE(10)

Any additional notes

Will state if the policy was a renewal or new policy

The company that the customer is insured with

The reason the policy was cancelled

The date that the policy was ended

YYYY-MM-DD

Property

Public Sector

Retail

Sports and Leisure

Telecommunications

Engineering

Manufacturing

Energy and Utilities

Construction

Health

Banking and Finance

Industry Sector

Record Type

The record type for Banking and Finance is 1 and the above details all the ďŹ elds for the Banking and Finance Additional Detail File. There are additional detail ďŹ les for the below Industry Sectors that are not contained within this booklet that can be provided on request.

Cancellation Date

46.

Placement Code

Placement Date

AccountID

CustomerID

Relation Code

Customer Title

Customer Forename

Customer Middle Name

Customer Surname

Customer ID Type Code

Customer ID Number

Customer Gender

10.

11.

12.

13.

DCA Code

Customer Accounts File

Field Name

Entity

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(10)

ALPHANUMERIC (50)

INT(10)

DATE(10)

INT(10)

Type/Length

Customer gender values M – male, F – female, U - unknown

Identiﬁcation code

Type of identiﬁcation document. E.g., passport, driving licence, ID, etc

The surname (or company name)

The middle name of the customer

The forename of the customer

Customer title

The relation of the customer with the speciﬁc account

Customer unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

EC pre-conﬁgured value

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.4. Customer Accounts File (CAF)

Your innovation, realised

Customer DoB

Customer Marital Status Code

Customer Employment Status Code

Customer Occupancy Status Code

Customer Profession

Employer Name

Home Ownership Indication

14.

15.

16.

17.

18.

19.

20.

ALPHANUMERIC(1)

ALPHANUMERIC(50)

DATE(10)

Indication that the customer is a home owner or not

The profession of the customer

Customer occupancy status

Customer employment status

Customer marital status

Customer date of birth

Y/N/empty string

EC pre-conﬁgured value

YYYY-MM-DD

Placement Code

Placement Date

AccountID

Alert Unique ID

Alert Date

Alert Type Code

Alert Value

DCA Code

New Business Alert File

Field Name

Entity

ALPHANUMERIC(200)

ALPHANUMERIC(20)

DATE(10)

ALPHANUMERIC(30)

INT(10)

DATE(10)

INT(10)

Type/Length

Alert related information

The type of alert

The date of the alert

Alert’s unique ID

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

YYYY-MM-DD

As generated in EC

Comment

Integrated

3.4.5. New Business Alert File (NAF)

Placement Code

Placement Date

AccountID

CustomerID

Informant Code

Customer Title

Customer Forename

Customer Middle Name

Customer Surname

Customer ID Type Code

Customer ID Number

Customer Gender

10.

11.

12.

13.

DCA Code

Update of Business File

Field Name

Entity

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

Values: M (male), F (female) or U (unknown)

Integrated

EC pre-conﬁgured value

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC. File’s primary key

As generated in EC

Comment

Identiﬁcation Code

Type of identiﬁcation document. E.g., passport, driving licence, ID, etc

The surname (or company name)

The middle name of the customer

The forename of the customer

Customer title

Customer unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

3.4.6. Customer Data Update File (UBF)

Your innovation, realised

Customer DoB

Customer Marital Status

Customer Employment Status

Customer Occupancy Status Code

Customer Profession

Employer Name

Home Ownership Indication

14.

15.

16.

17.

18.

19.

20.

ALPHANUMERIC(1)

ALPHANUMERIC(50)

DATE(10)

Indication that the customer is a home owner or not

The profession of the customer

Customer occupancy status

Customer employment status

Customer marital status

Date of birth

Y/N/empty string

EC pre-conﬁgured value

YYYY-MM-DD

City

15.

House Number

10.

Address 4

House Name

14.

Address Type Code

Address 3

Unique Contact ID

13.

Contact Detail Type Code

Address 2

CustomerID

12.

AccountID

Address 1

Placement Date

11.

Placement Code

Update of DCA Code Contact Details File

Field Name

Entity

ALPHANUMERIC(50)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

INT(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

The type of address

Contact information’s unique identiﬁer

The type of contact information

Customer unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Filled only for address records

EC pre-conﬁgured value Filled only for address records

As generated in EC

EC pre-conﬁgured value

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.7. Contact Details Update File (UCF)

Your innovation, realised

County

Post Code

Original Address

Phone Type Code

Phone Number

Web Contact Type Code

Web Contact

Contact Conﬁrmed

Contact Active

Do Not Contact

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

ALPHANUMERIC(1)

ALPHANUMERIC(100)

ALPHANUMERIC(50)

ALPHANUMERIC(1)

ALPHANUMERIC(20)

ALPHANUMERIC(50)

Values: Y, N

Filled only for phone and web records

Values: Y, N

Filled only for web contact records

EC pre-conﬁgured value Filled only for web contact records

Filled only for phone records

EC pre-conﬁgured value Filled only for phone records

Filled only for address records

Values: P (pending), Y (yes), N (no)

The type of web contact

Applicable only for phones

The type of phone

Values: Y, N

Filled only for address records

Placement Code

Placement Date

AccountID

Placement Expiration Date

Placement Process Type Code

Notiﬁcation Type Code

Notiﬁcation Date

Account DCA Code Action Notiﬁcation File

Field Name

Entity

DATE(10)

ALPHANUMERIC(50)

DATE(10)

INT(10)

DATE(10)

INT(10)

Type/Length

The Closure (CLO) Notiﬁcation type is mandatory

EC code of the placement type

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

YYYY-MM-DD

EC pre-conﬁgured value

YYYY-MM-DD

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.8. Account Action Notiﬁcation File (ANF)

Your innovation, realised

Placement Date

AccountID

Transaction Unique ID

Transaction Date

Transaction Type Code

Transaction Amount

Commission Rate

Commission Amount

Associated Transaction Unique ID

Retention Amount

Informant Code

10.

11.

12.

13.

ALPHANUMERIC(50)

DECIMAL(19.4)

ALPHANUMERIC (50)

DECIMAL(19.4)

ALPHANUMERIC(50)

DATE(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

Always blank

The transaction amount in GBP

The actual date of the transaction

Transaction unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

EC pre-conﬁgured value

Not applicable for EC to DCA Transactions File

- Positive number for debits (balance reduction) - Negative number for credits (balance increase)

YYYY-MM-DD format

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

The payment transactions included within the Qualco Transactions ﬁle (QTF) must not be included in the DCA Transactions ﬁle (TRF).

Placement Code

DCA Code

Creditor Transactions File

Field Name

Entity

Integrated

3.4.9. Qualco Transactions File (QTF)

DCA Outstanding Balance at Reference Date

EC Outstanding Balance at Reference Date

Reconciliation Reason

DECIMAL(19.4)

Reference Date

DATE(10)

AccountID

ALPHANUMERIC(255)

DECIMAL(19.4)

INT(10)

DATE(10)

Placement Date

INT(10)

Placement Code

INT(10)

Type/Length

Balance DCA Code Reconciliation Exceptions File

Field Name

Entity

Reconciliation reason for the record

EC outstanding balance at reference date

DCA reported outstanding balance at reference date

Date upon which the outstanding balance is calculated

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

YYYY-MM-DD. Any transactions after this date should not participate in the calculation of the outstanding balance

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.10. Balance Reconciliation Exceptions File (REX)

Your innovation, realised

Placement Code

Placement Date

AccountID

Alert Unique ID

Alert Date

Alert Type Code

Comment

DCA Code

Qualco Alert File

Field Name

Entity

ALPHANUMERIC(255)

ALPHANUMERIC(20)

DATE(10)

ALPHANUMERIC(30)

INT(10)

DATE(10)

INT(10)

Type/Length

The type of alert

The date of the alert

Alert’s unique ID

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

YYYY-MM-DD

As generated in EC

For reconciliation purposes (YYYY-MM-DD)

As generated in EC

Comment

Integrated

3.4.11. Qualco Alert File (QAF)

4. Import Files (DCAs ----> EC)

4.1. Import Files Naming Conventions The name of the ﬁles imported from DCAs to EC should have the following structure: <IMP>_<DCA INTCODE>_<FILE ABBREVIATION>_<SEQUENCE NUMBER>_ < CREATION DATE>.txt * * * *

IMP: Indication for imported files. DCA INTCODE: DCA’s unique internal code as parameterized in EC. FILE ABBREVIATION: The abbreviation of the integrated file. See section 4.3 for file name abbreviations. SEQUENCE NUMBER: The export sequence of each file of the same type provided by a DCA. For each new file of the same type exported, an increment value of 1 should be added. No gaps should exist between files and in case in which a failure occurs during import, file(s) should be exported with the same sequence number otherwise they will be rejected prior to loading. CREATION DATE: File creation date in YYYY-MM-DD format.

4.2 Import Files Basic Information * * *

* *

Files imported to EC should be text files of predefined format (*.txt). Import files should be one (1) vertical bar ‘|’ delimited (Column Separator) and #10#13 End of Line (CR-LF: Record Separator). “Enter / Return” characters (UNIX LF or Windows CR-LF based) that might misquote the format stability of the files should be replaced during export (DCAs responsibility) by a predefined sequence of characters. Vertical bar “|” characters existing in field content should be replaced during export (DCA’s responsibility) by a predefined sequence of characters. Fields included in the files provided by DCAs should have the following data types and formats:

Your innovation, realised

o o

* * * * *

Alphanumeric. A maximum length is provided for each field of this type (section 5.4) Date fields should be formatted as YYYY-MM-DD. Y denotes the year part, M the month and D the day. Apart from the dash separator ‘-‘, only numeric values (0-9) should be included. When a date value exists in these fields it should have a standard length of 10 characters. o Time fields should be formatted as HH:MM:SS. H denotes the hour part, M the minutes and S the seconds. Apart from the dash separator ‘:‘, only numeric values (0-9) should be included. When a time value exists in these fields it should have a standard length of 8 characters. o Integer fields should not contain thousand separators and in case of negative values they should be prefixed with a minus sign. When integer values exist in these fields they should have a maximum length of 10 characters. o Decimal fields should have a maximum specification of numeric (19.4), meaning 4 decimal points and a maximum of 15 integer digits. Dot ‘.’ should be the decimal separator and no thousand separators should exist. In case of negative values they should be prefixed with a minus sign. In all files, for fields without values (unless a default value is explicitly specified in section 5.4), empty string should be used (“||”) In order to ensure completeness of a file’s content at the completion of the file transfer process, the character string “EOF” should be provided as a trailer record. In case a record in a file fails loading the whole file will be rejected to ensure data integrity of the information received. The files from DCAs must be uploaded to a predefined sFTP directory. When all files are uploaded, the control end of transmission file (ACK file) has to be uploaded. The DCA files (including the control file) have to be uploaded each day between 08:00 and 22:00 in order to be loaded to EC with the upcoming EOD flows.

The UK’s leading compassionate recovery business Phillips & Cohen Associates (UK), Ltd. built its reputation in the debt recovery industry by providing specialised compassionate collections services to clients, enabling them to realise additional recoveries and deliver tangible “Treating Customers Fairly” process enhancements. We are an award-winning industry leader providing expert niche collection services recognised for our unique and compassionate style of customer interaction. Phillips & Cohen Associates is proud to work with the UK largest creditors across a wide range of industry sectors, including banking and finance, home shopping, utility, telecoms, debt purchase and local government.

Our in-depth induction program and training relationship with Samaritans ensures that our specialists are uniquely equipped to sensitively and compassionately engage with customers whose individual circumstances may make them potentially vulnerable. Together with our innovative systems and data sources, our empathetic approach enables us to truly understand a customer’s individual circumstance and provide an appropriate solution. Founding Member of The Samaritans Academy. Encouraging best practice in emotional engagement.

Contact us Phillips & Cohen Associates (UK), Ltd. has its UK headquarters at the prestigious Exchange Quay site in Manchester, with 5 other offices in the United States, Canada and Australia. Tim Webb, Sales Director 07956 629801 twebb@phillips-cohen.co.uk

Phil Hickson, Head of Business Development 07983 509431 phickson@phillips-cohen.co.uk

REC

ACL

Contact Details Update File

Transaction File

Closure File

Repayment Offer File

Action History File

Event File

Note File

4.4.3.

4.4.4.

4.4.5.

4.4.6.

4.4.7.

4.4.8.

4.4.9.

4.4.10. Reconciliation File

4.4.11. Closure Acknowledgment File

End of Transmission

NOF

Customer Data Update File

4.4.2.

ACK

EVF

ACF

ROF

CLF

TRF

UCF

UBF

ANB

New Business Acknowledgement File

4.4.1.

End of transmission control ﬁle

File provided by DCAs for verifying successful loading of closures in the Alert Notiﬁcation ﬁle (ANF)

File required for balance reconciliation purposes

Information provided as notes (memos) for assigned accounts

Requests and miscellaneous events which result from workﬂows and they are usually supported by relevant paperwork.

Collection and recoveries actions performed to assigned accounts

File related to repayment plans for assigned accounts

File related to closure requests for assigned accounts

Transactions related to the account during the placement period

File related to changes of account’s contact details

File related to changes of account’s customer master data

File provided by DCAs for verifying successful loading of placements included in New Business File (NBF)

File Description Abbrev

Entity Name

The ﬁle must be empty (no content)

The ﬁle should be provided with two business days after receipt of the closure ﬁle

The reference date of balance should be provided

This ﬁle is required for tracking contact history with customers of assigned accounts

Only conﬁrmed information will be loaded

The ﬁle should be provided within two business days after receipt of New Business File, otherwise all accounts included in the NBF will be recalled

Comment

Daily, if DCA ﬁles exist

ANF dependent

Weekly. See SLA

Daily, if new data exists

Weekly, if new data exists

Daily, if new data exists

NBF dependent

Frequency

4.3. List of Import Files

The following table lists the ﬁles to be imported to EC from DCAs:

Account Processed

Rejection Reason Code

Rejection Comments

ALPHANUMERIC (255)

ALPHANUMERIC(10)

ALPHANUMERIC(1)

INT(10)

DATE(10)

INT(10)

Type/Length

Mandatory only for not processed accounts

Possible values: Y / N

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

AccountID

Placement Date

DCA Code

Placement Code

New Business Acknowledgment File

Field Name

SN Entity

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory1

Integrated

4.4. Import Files Layout

4.4.1. New Business Acknowledgement File (ANB)

Your innovation, realised

AccountID

CustomerID

Informant Code

Customer Title ALPHANUMERIC(10)

Customer Forename

Customer Middle Name

Customer Surname

Customer Gender

Customer DoB DATE(10)

10.

11.

12.

ALPHANUMERIC(1)

ALPHANUMERIC (100)

ALPHANUMERIC(50)

INT(10)

DATE(10)

Placement Date

INT(10)

DCA Code

Type/Length

Placement Code

Update of Customer Data File

Field Name

SN Entity

Customer date of birth

Values: M (male), F (female) or U (unknown)

Mandatory2

YYYY-MM-DD

EC pre-conﬁgured value

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

The surname (or company name) of the customer

The middle name of the customer

The forename of the customer

Customer title

Customer unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Integrated

4.4.2. Customer Data Update File (UBF)

Your innovation, realised

Customer Occupancy Status Code

Customer Profession

Employer Name

Changes Conﬁrmed

Home Ownership Indication

15.

16.

17.

18.

19.

ALPHANUMERIC(1)

ALPHANUMERIC (100)

ALPHANUMERIC(50)

Indication that the customer is a home owner or not

Values: P (pending), Y (yes), N (no)

Y/N

EC pre-conﬁgured value

The name of the employer of the customer

The profession of the customer

Customer occupancy status

Customer employment status

Customer marital status

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Customer Employment Status Code

14.

Customer Marital Status Code

13.

Placement Date

AccountID

CustomerID

Informant Code

Contact Detail Type Code

Unique Contact ID

Address Type

House Name

House Number ALPHANUMERIC(20)

10.

11.

ALPHANUMERIC(50)

ALPHANUMERIC(10)

INT(10)

ALPHANUMERIC(3)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Placement Code

INT(10)

Type/ Length

Contact DCA Code Details Update File

Field Name

SN Entity

The type of address supplied

Contact information’s unique identiﬁer

The type of contact information

Customer unique identiﬁer

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Filled only for address records

EC pre-conﬁgured value. Filled only for address records

As generated in EC for updating existing contact details records. If information related to the record concerns a new contact detail record the value “0” should be inserted.

EC pre-conﬁgured value

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory3

Integrated

4.4.3. Contact Details Update File (UCF)

Your innovation, realised

Address 3

Address 4

City

County

Customer Post Code

Phone Type

Phone Number ALPHANUMERIC(20)

Web Contact Type Code

Web Contact

14.

15.

16.

17.

18.

19.

20.

21.

22.

Do Not Contact

25.

Contact Active ALPHANUMERIC(1)

24.

Y Y

Possible values: Y, N Values: Y, N

Filled only for phone and web records

Filled only for web contact records

EC pre-conﬁgured value Filled only for web contact records

Filled only for phone records

EC pre-conﬁgured value Filled only for phone records

Filled only for address records

Possible values: P (pending), Y (yes), N (No)

The type of web contact

Applicable only for phone numbers

The type of phone

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

ALPHANUMERIC(1)

Contact Conﬁrmed

23.

ALPHANUMERIC(1)

ALPHANUMERIC (100)

ALPHANUMERIC(10)

ALPHANUMERIC(20)

ALPHANUMERIC(50)

Address 2

13.

ALPHANUMERIC(50)

Address 1

12.

AccountID

Transaction Unique ID

Transaction Date

Transaction Type Code

Transaction Amount

Commission Rate

Commission Amount

Associated Transaction Unique ID

Retention Amount

Informant Code ALPHANUMERIC(50)

10.

11.

12.

13.

DECIMAL(19.4)

ALPHANUMERIC(50)

DECIMAL(19.4)

ALPHANUMERIC(10)

DATE(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

Placement Date

INT(10)

DCA Code

Type/Length

Placement Code

Transaction File

Field Name

SN Entity

The retention amount in GBP

The associated transaction unique ID in DCA’s source system referential in case of reversals

The amount of commission earned from the transaction

The commission rate applied to the transaction

The amount of the transaction in GBP

The actual date of the transaction

A unique ID for the speciﬁc transaction in DCA’s source system

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

EC pre-conﬁgured value

Only claimed on active accounts with commissionable transaction types

A decimal number between 0 and 1 is expected

- Positive number for debits (balance reduction) - Negative number for credits (balance increase)

YYYY-MM-DD format

As sent in New Business File (NBF)

Comment

Mandatory

Integrated

4.4.4. Transaction File (TRF)

Closure Comment

Closure Date

Closure Reason Code

ALPHANUMERIC(10)

DATE(10)

ALPHANUMERIC (250)

INT(10)

DATE(10)

INT(10)

Type/Length

The date of the closure

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

AccountID

Placement Date

DCA Code

Placement Code

Closure File

Field Name

SN Entity

YYYY-MM-DD

As sent in New Business File (NBF)

Comment

Mandatory5 Integrated

4.4.5. Closure File (CLF)

Your innovation, realised

Placement Date

AccountID

Repayment Offer Unique ID

Offer Date

Total Offer Amount

First DATE(10) Instalment Date

Last DATE(10) Instalment Date

Instalment Frequency

Instalment Amount

Documents Sent Indicator

Repayment DATE(10) Breakage Date

Instalment Payment Method

10.

11.

12.

13.

14.

ALPHANUMERIC(10)

ALPHANUMERIC(1)

DECIMAL(19.4)

ALPHANUMERIC(50)

DECIMAL(19.4)

DATE(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Placement Code

INT(10)

Type/Length

Field Name

Repayment DCA Code Offer File

SN Entity

The payment type of instalments of the repayment offer. This information is required for reporting purposes and shall not be used to match individual payments to the arrangement

The breakage date of the payment

Possible Values: Y/N

Instalment amount

Instalment frequency

The date of last instalment

The date of ﬁrst instalment

Offer amount

Offer date

A unique ID for the speciﬁc repayment offer in DCA’s source system

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA Unique ID

Description

Possible values will be “TT020” to “TT033” of the system available transaction types.

YYYY-MM-DD

Have any documents related to the RPO been uploaded to the portal

YYYY-MM-DD

As generated and stored in DCA’s system of record

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory

Integrated

4.4.6. Repayment Offer File (ROF)

Action Unique ID

Action Date

Action Time

Action Code

Comment

ALPHANUMERIC(20)

ALPHANUMERIC(50)

ALPHANUMERIC (255)

ALPHANUMERIC(20)

TIME(8)

DATE(10)

ALPHANUMERIC(30)

INT(10)

DATE(10)

INT(10)

Type/Length

Applicable only for phone actions the phone number that had the action performed

Letter reference number

DCA comments

The type of action/contact performed on the assigned account

The time the action was performed

The date of the action

Action’s unique ID

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Phone Number

AccountID

11.

Placement Date

Letter Reference

Placement Code

10.

Action DCA Code History File

Field Name

SN Entity

Filled only for phone actions

HH:MM:SS

YYYY-MM-DD

As generated and stored in DCA’s system of record

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory7 Integrated

4.4.7. Action History File (ACF)

Your innovation, realised

Placement Date

AccountID

Event Unique ID

Event Date

Event Type Code

Informant Code

Event Reference Number

DCA Code

Placement Code

Event File

Field Name

SN Entity

ALPHANUMERIC(50)

ALPHANUMERIC(20)

DATE(10)

ALPHANUMERIC(50)

INT(10)

DATE(10)

INT(10)

Type/Length

- Admin order number for admin order event - Bankruptcy number for bankruptcy event - Crime number for fraud event - IVA number for IVA event - Sequestration number for sequestration event - Prisoner number for prison event

The internal code of the event

The date of the event. - Date of admin order or - Date of bankruptcy or - Date of death or - Date of fraud reported or - Date of IVA or - Date of sequestration or - Sentence start date

Event’s unique ID

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

EC pre-conﬁgured value

YYYY-MM-DD

As generated and stored in DCA’s system of record

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory8 Integrated

4.4.8. Event File (EVF)

Your innovation, realised

Police Station

Illness Reason

Prison Name

Sentence Years ALPHANUMERIC(50)

16.

17.

18.

19.

Monthly Income

PC Number

15.

21.

PC Name

14.

Sentence Months

Dealing with Estate

13.

20.

Proposed Indicator

12.

DECIMAL(19.4)

ALPHANUMERIC(50)

ALPHANUMERIC(1)

Documents ALPHANUMERIC(1) Sent Indication

11.

ALPHANUMERIC(50)

County Court Name

10.

The average monthly income declared by the customer. Applicable only for income & expenditure statement events

Applicable only for prison events

Applicable only for terminally ill and mentally ill events

Applicable only for fraud events

Applicable only for deceased events

Applicable only for IVA, bankruptcy and admin order events

Not applicable for credit agreement and statement request

Applicable only for IVA, bankruptcy and admin order events

Y/N

DMC Code

DMC Reference Number

23.

24.

ALPHANUMERIC(50)

DECIMAL(19.4)

Applicable only for debt management company events

The average monthly expenditure declared by the customer. Applicable only for income & expenditure statement events

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Requires further elaboration for homogenizing on a common layout information required for each particular request (Admin Order, Bankruptcy, Credit Agreement, Deceased, Fraud, IVA, Statement Request, Terminally ill, Mentally ill, Sequestration, Prison, Claims Paid)

Monthly Expenditure

22.

Note

Note Date

DATE(10)

ALPHANUMERIC (1000)

INT(10)

DATE(10)

INT(10)

Type/Length

The creation date of the note

General notes

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

AccountID

Placement Date

DCA Code

Placement Code

Note File

Field Name

SN Entity

YYYY-MM-DD

As sent in new business ﬁle (NBF)

As sent in new business ﬁle (NBF) (YYYY-MM-DD)

As sent in new business ﬁle (NBF)

Comment

Mandatory9 Integrated

4.4.9. Note File (NOF)

Your innovation, realised

DCA Code

AccountID

Reference Date

Outstanding Balance at Reference Date

Commission Claimed

DECIMAL(19.4)

DATE(10)

INT(10)

DATE(10)

INT(10)

Type/Length

The commission claimed for the time interval between two consecutive reconciliations

Date upon which balance is calculated

Account’s unique identiﬁer

The date of the placement to the DCA

Account’s placement unique identiﬁer

DCA unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

Placement Date

Placement Code

Reconciliation File

Field Name

SN Entity

YYYY-MM-DD. Any transactions after that date should not participate in the calculation of balance

As sent in New Business File (NBF)

As sent in New Business File (NBF) (YYYY-MM-DD)

As sent in New Business File (NBF)

Comment

Mandatory10 Integrated

4.4.10. Reconciliation File (REC)

Account Closed

ALPHANUMERIC(1)

INT(10)

DATE(10)

INT(10)

Type/Length

Possible Values: Y

Account’s Unique Identiﬁer

The date of the Placement to the DCA

Account’s Placement unique identiﬁer

DCA Unique ID

Description

Y = Mandatory, N = Not Mandatory, C = Conditionally Mandatory

AccountID

Placement Date

DCA Code

Placement Code

Closure Acknowledgment File

Field Name

SN Entity

Closure notiﬁcations cannot be rejected

As sent in Account Action Notiﬁcation File (ANF)

As sent in Account Action Notiﬁcation File (ANF) (YYYY-MM-DD)

As sent in Account Action Notiﬁcation File (ANF)

Comment

Mandatory11 Integrated

4.4.11. Closure Acknowledgement File (ACL)

Your innovation, realised

Collections 路 Experienced debt collectors 路 Debt Purchase for non-FCA regulated accounts 路 Specialists in Aged Debt Recovery 路 International debt collection

Contact Emily Talbot to discuss our contingency and purchasing services emilyt@milcollections.co.uk 01872 266 138 Palace Building, Quay Street, Truro, Cornwall TR1 2HE www.milcollections.co.uk

Delivering professional, innovative and exceptional

solutions.

Company Info at a glance        

Fully FCA Authorised ISO 27001 Accredited 100% Call Recording CSA CAI Accredited PCI DSS Compliant Blended Noble Dialler E-Collections Dedicated resource capability

At BPO Collections we pride ourselves on delivering excellent customer and client satisfaction. We are fully committed to providing ongoing focus and continuous improvement to our growing client base, achieved with a compliant, bespoke collection strategy, tailored to the individual clients needs and requirements, ensuring exceptional performance. We are delighted to confirm BPO are fully FCA Authorised and recently received ISO 27001 Accreditation. At the heart of our business is our desire and dedication to always protecting the clients brand whilst establishing the best possible outcome for the customer.

BPO Collections Ltd The Grange Business Centre

We provide a full range of collections services, covering White Label and Early Arrears through to Debt Purchase recoveries.

Glebe Street

Currently our client portfolios include Consumer, Commercial, International and we work on behalf of many Debt Purchasers, covering Financial Services, Telecommunications, Utility, Mail Order, Housing Sector and Local Authority debt.

Ayrshire

Stevenston KA20 3EJ www.bpocollections.co.uk For more information contact: Graham Rankin Managing Director 07969 169 659 / 0141 255 0502 graham.rankin@bpomail.co.uk

Your innovation, realised

Qualco product portfolio Find out more information about Qualcoâ&#x20AC;&#x2122;s product portfolio; from collections platforms to portfolio management, and customer engagement to consultancy expertise

We deliver: Precision Accuracy Intelligence Excellence All as standard

IntraCollect

See page 66

ExtraCollect

See page 67

PortfolioManager

See page 68

Engage

See page 69

Consult

See page 69

IntraCollect Speed and efﬁciency Renovate your collections team with intuitive software Qualco’s IntraCollect solution is perfect if you are looking to improve the performance of your internal collections team. Clients have reported up to a 35% increase in collections by using this platform, which offers advanced decision-making tools enabling you to put your internal resources to best use, maximising their effectiveness and protecting you from escalating collection costs. The platform has been designed to adhere to all relevant legislation and regulation governing the Collections industry. Easily integrated IntraCollect is easy to integrate with any dialler services • Includes any third party call centre dialler systems • Uses simple plug-andplay technology • Build on your current supplier partnership • Or choose a provider from Qualco’s extensive network of servicers

Better analytics The platform offers improved data accuracy for more meaningful analytics • View all your data in one place • Easier to use and enhanced accuracy of analytics • Data integrated into just one location • Consistent information across all your systems

Seamless delivery IntraCollect is delivered to suit the way you work with minimum disruption • Choose Software as a Service, paying only for what you use or host the solution on your own site • Leave the planning, design and delivery to us • Minimum disruption and greater business effectiveness

Intelligent data Intelligent data display for compliant account management • Ensure the most current, compliant and important information is displayed to your agents • Historical data is available at the touch of a button to provide a complete picture for highly effective account handling

Enhanced flexibility The perfect solution for flexible portfolio and strategy management • Enabling users to set up, implement and monitor strategies through a proprietary, workflowbased interface • Highly intuitive and userfriendly interface • Easily adapt, compare and amend collection strategies

Simplicity is best IntraCollect makes for simpler client data management • Reduces time and effort • Manage all client data through a single interface • Handles multiple ﬁle formats concurrently

Your innovation, realised

ExtraCollect Clarity and intelligence The foresight in who to allocate which accounts to for best performance Qualco ExtraCollect is the ideal platform for managing assets and recoveries processes through external agencies. Our advanced placement, monitoring and benchmarking tools provide you with the clarity and intelligence you need to drive innovation through third parties, achieving standardisation, efﬁciency and new levels of effectiveness. Compliant Peace of mind as ExtraCollect meets stringent compliance regulations • The placement and balance of individual records are fully compliant via a single point of reference • The Qualco solution is built to allow full placement history across multiple allocations and reusable historical processes and data

Optimise allocations ExtraCollect enables you to reﬁne and optimise who you outsource your allocations to • From initial allocation as accounts are placed, the Qualco decision engine aims to optimise strategic placement • Through every activity to the ultimate status code, our engine is constantly working to optimise each subsequent action

Easier procurement Enabling easier procurement and onboarding in DCA management • Benefit from the expertise of our qualified panel members to establish the right composition for your business • Standardised agency management with a controlled file transfer process to create true comparisons

Improved strategy Enabling easier strategic decisions for best results • Utilise the Qualco intelligent strategy engine to map speciﬁc treatments • Explore opportunities based on a sound understanding of dataderived ﬂow paths • Ensures compliant and fair processes are applied and managed through the internal and external processes • Explore non-linear strategic paths to secure best possible future results

Valuable BI ExtraCollect offers valuable business intelligence to drive decision making • Unparalleled access to data underpins the Qualco solution • Drill down to individual block data to model and enhance your placement processes • Allow data to drive workﬂow and deliver your management information through industry-leading analytics • Enrich and cleanse your data suite to deliver a broader picture of your underlying data

Customer orientated At the centre of the system design is the customer • Can enable multiple third party data feeds • Designed to enable intelligent segmentation, ensuring each individual account is managed appropriately • Provides full visibility of entire customer journey at individual account level • Future proof design allows continuous improvement and enhancement

PortfolioManager Fully outsourced panel management solution Leverage the expertise and experience of the Qualco UK team PortfolioManager is a fully managed solution enabling clients to outsource overall panel management responsibility to Qualco UK. Using ExtraCollect as the underlying technology platform, we will overlay the following services: Partner selection Working with more than 25 partners enables us to have a broader view of the partner base than most clients will have • Initial partner identiﬁcation • Initial due diligence • Onboarding onto client panel • New partner introduction

Partner monitoring Qualco establishes positive and productive relationships with outsourced partners • Information security • Ongoing audits • Oversight and governance

Performance management The ExtraCollect platform enables the client, Qualco and the partners to monitor performance in near-realtime. We are constantly in touch with the partners to discuss performance and enhance strategies • Regular review meetings, both onsite and virtual • Champion/Challenger models deployed • Continuous improvement • Best in class performance

Strategy design Based on Qualco’s unique position of working across multiple industry sectors, we are able to: • Design bespoke strategies • Execute changes to strategy based on market conditions or regulatory changes

Your innovation, realised

Harness sales power Utilise call centre skills to drive up revenues Collections teams across Qualcoâ&#x20AC;&#x2122;s partner network are some of the most skilled call centre staff in the country; they have unique skills that can be transferred seamlessly into a sales environment.

Using Qualco Engage, employ a new sales force to transform your product revenues, or secure rehabilitated customers back into new credit arrangements.

Assess and review Employ credit management expertise for your beneďŹ t Qualco operates in a unique position as an intermediary between originators, purchasers and outsourced partners (such as debt collection agencies, solicitors, debt management providers, insolvency specialists and more) and with that we have developed considerable expertise across the full spectrum of collections and recoveries activities. The insight gained in providing our collections platform to some of the leading UK businesses has put Qualco in an ideal place to offer a wide variety of bespoke credit management consultancy services. The Qualco Consult service offers advisory assistance to originators and debt purchasers on their collections framework, strategies and procedures.

If you are seeking a review of your debt collection processes and debt collection agency panels, capitalise on our unique knowledge of the DCA market and which asset class should be treated through the appropriate strategy.

1 2 3

Expert knowledge Years of experience within the credit management space Friendly advice Weâ&#x20AC;&#x2122;ve been there and done it to help you Unique insight Unrivalled by mainstream consultancies

• Looking for an agency with Legislatory focus on your business? • Do you require a DCA partner that exceeds Financial & Compliance expectations and has TCF at the core of its culture? • Bluestone Credit Management ensures your brand image is not compromised allowing you to concentrate on your core business. • We hold over 40 years experience in both Commercial and Consumer recoveries, and across Financial, Utilities and Pubic Sectors. • Great service, Great performance, Great people to deal with.

Make the right choice The Foundation For A Successful Future! Contact: Marco Pace Head of Sales and Marketing Bluestone Credit Management Derwent House, 150 Arundel Gate, Sheffield, S1 2FN, United Kingdom M: 07912 295 811 E: marco.pace@bluestonecm.co.uk www.bluestonecm.co.uk 70

Your innovation, realised

Qualco partner directory All hold the Blue Certiﬁcate of Conformance for successfully achieving data quality in the transfer of customer data 1st Locate (UK) 1st Floor Town Centre House Woodhouse Lane Leeds LS2 8LY

contact. Darren Guest tel. 0113 297 7508 email. darrenguest@1stlocateleeds.co.uk web. www.1stlocateleeds.com

FirstLocate provides a range of debt recovery and revenue management services covering account servicing, early arrears through to past due and defaulted accounts. As our name implies, we consider ourselves the benchmark provider of trace & collect services and have successfully serviced the utility, telecoms, public & ﬁnancial sectors for over 15 years. We operate from four UK call centres and employ around 190 staff. Our combination of technology and high calibre staff enable us to cater for traditional debt placements but also the high volume low value placements that many of our competitors simply cannot accommodate.

Advantis Credit Minton Hollins Building Shelton Old Road Stoke on Trent Staffordshire ST4 7RY

contact. Kirsty McConnell tel. 01782 400426 email. sales@advantiscredit.com web. www.advantiscredit.com

Advantis provides contingency collections and trace and collect services to c.50 blue chip clients in the public sector, water, energy, telecoms, ﬁnancial services and mail order industries collecting both consumer and business debts. It has an excellent reputation for consistently high collections performance, quality service standards, client ﬂexibility and an exemplary compliance record. This has led to strong growth with clients across a wide range of industry sectors. Advantis prides itself on the quality of its people and is committed to delivering service excellence and maintaining the highest standards for clients. Regulated by the Financial Conduct Authority and a member of the Credit Services Association, Advantis operates fully within the applicable rules laid out by the FCA for business conduct and debt collection and with the CSA code of conduct.

akinika 33-34 Winckley Square Preston Lancashire

contact. Ruth Pointon tel. 07801 459347 email. ruth.pointon@akinika.co.uk web. www.akinika.co.uk

akinika helps clients successfully and fairly manage later stage arrears. As a debt collections agency, our role is to responsibly engage with your customers to help them find affordable, flexible and mutually agreeable ways of repaying outstanding balances whether we are collecting in the first party, or as a third party. This is about listening to understand their needs and expectations. It’s about working with each customer to shape the right response. We have the processes and experience, coupled with the scale and resources of our parent company Capita, to deliver bespoke solutions for you with reliable outcomes. We continuously strive to maximise collections performance, whilst identifying and protecting the vulnerable and improving standards for all concerned.

Qualco partner directory A-Z continued

Ardent Credit Services Moorgate Road Liverpool L33 7XW

contact. Steve Murray tel. 0151 545 3406 email. smurray@ardentcredit.co.uk web. www.@ardentcredit.co.uk

Ardent’s goal is to provide quality with compliance and our clients conﬁrm we consistently achieve our goal. We’re happy to share our clients’ experiences so feel free to contact Steve Murray for further information. Ardent collects regulated, non-regulated and business to business debts. We also provide early arrears and pre-disconnections services. Ardent was granted full permissions by the Financial Conduct Authority in October 2015.

arvato Financial Solutions 24 George Square Glasgow G2 1EG

contact. Kirsty Speirs tel. 0141 221 4567 email. Kirsty.speirs@arvato.com web. ﬁnance.arvato.com/co.uk

arvato Financial Solutions (aFS) is the specialist global F+A outsourcing division of arvato Bertelsmann, which has more than 70,000 employees in 40 countries. As a full-service BPO provider for the entire invoice processing chain, we offer a broad spectrum of services including invoice administration, invoice purchasing, debt purchasing, ﬁnancing and debt collection. With more than 60 years of experience, we help companies in Europe to grow.

Baker Tilly Creditor Services LLP 6th Floor, Salisbury House 31 Finsbury Circus London EC2M 5SQ

contact. Robert Beat tel. 020 7448 8111 email Robert.Beat@bakertilly.co.uk web. www.rsmuk.com

Baker Tilly Creditor Services LLP (BTCS) offers strategic, cradle-to-grave insolvency services, including professional representation at Meetings of Creditors. Award winning technologies and oversight from licensed Insolvency Practitioners help clients of all sizes to manage key changes in the insolvency environment. Benefits include higher dividends, lower costs and crucial management information from the Dividend Watch system. More than fifty insolvency specialists currently manage claims for UK businesses that include banks and utilities. FCAaccredited BTCS is part of RSM, one of the UK’s three principal mid-market accountancy firms. Its unique Tracker and Portfolio Risk Manager platforms (free trial access available) can be used to manage business risk more effectively across the entire enterprise.

Your innovation, realised

BDO LLP 55 Baker Street London W1U 7EU

contact. Steve Illes tel. 020 7893 2279 email. steve.illes@bdo.co.uk web. www.bdo.co.uk

BDO UK is a long-established accountancy firm providing a full and seamless range of audit, tax and advisory services to our clients. With 21 offices across the UK, 300 partners and 3,500 staff, BDO is recognised as the No 1 firm for exceptional client service. The BDO Personal Insolvency team is a leading provider of outsourcing support to creditors dealing with insolvency matters. BDO are delighted to be able to assist clients in dealing with their insolvency matters via the Qualco portal and offering clients the opportunity to outsource a number of services, including the claim administration and dividend collection process.

Bluestone Credit Management Derwent House 150 Arundel Gate Shefﬁeld S1 2FN

contact. Marco Pace tel. 07912 295811 / 01536 276437 email. marco.pace@bluestonecm.co.uk web. www.bluestonecm.co.uk

Bluestone Credit Management has been operating in the DCA market for more than 42 years, employing more than 140 members of staff, who manage a diverse range of both contingent and purchased portfolios. We provide a full range of collection services, from early arrears management, white label activity through to late stage recoveries, trace & collect, litigation and a fully employed field force in place providing a customer centric service ensuring right customer outcome. We manage accounts across a diverse range of portfolios and specialisms through commercial and consumer markets from specialist SME utility, motor finance, HMRC and financial services.

BPO Collections The Grange Business Centre Glebe Street Stevenston KA20 3EJ

contact. Nicky Dougan tel. 0141 255 1510 / 07496 316296 email. nicky.dougan@bpomail.co.uk web. www.bpocollections.co.uk

BPO is a dynamic, market leading debt collection agency that takes pride in providing excellent client and customer satisfaction. We are CSA CAI Accredited, and have a fresh, innovative, hugely successful approach to meeting our client’s needs. We excel in all sectors of recoveries, from white label through to debt purchase recoveries. Our senior management team comes with a wealth of experience and knowledge in the recoveries sector, complimented by our skilled, compliant telephone advisors and bespoke client M.I. reporting suite we are conﬁdent our service can exceed our clients’ expectations, delivering top end results at all times.

Qualco partner directory A-Z continued

CCSCollect 797 London Road Thornton Heath Surrey CR7 6YY

contact. Catherine Graham tel. 020 8664 4971 email. catherine.graham@ccscollect.co.uk web. www.ccscollect.co.uk

As a specialist provider of outsourced credit management services, CCSCollect has developed many bespoke solutions for clients across a number of industries, including: central and local government, ﬁnance, utilities, telecoms and mail order. Having recently celebrated our 40th year, our services range from consumer to commercial debt collection by way of: lettering, telephony, e-mail, SMS, litigation, doorstep collection, trace and client branded telephony/mailing services. We are ISO9001:2008 and ISO27001 accredited, as well as members of the Credit Services Association (CSA). CCS is regulated and authorised by the Financial Conduct Authority (FCA).

drydensfairfax solicitors Shire House 2 Humboldt Street Bradford BD1 5HQ

contact. Steve Heighway tel. 01274 378872 email. steve.heighway@drydensfairfax.com web. www.drydensfairfax.com

drydensfairfax solicitors is the UK’s largest specialist law firm solely focused on the recovery of debt for UK lenders, debt purchasers, central Government and commercial businesses. Consistently placed as the top tier debt recovery firm in The Legal 500 nationally, drydensfairfax is a trusted provider of secured and unsecured recoveries offering highly compliant and intelligent collections, litigation and enforcement strategies. In addition, the firm specialises in more technical and sensitive placements such as probate administration, vulnerable customer portfolios and salary overpayments.

ﬁdélité credit management Spectrum House 55 Blythswood Street Glasgow G2 7AT

contact. CAM (Client Account Management) tel. 0141 243 4874 email. cam@ﬁdelitecm.com web. www.ﬁdelitecm.com

On 1 March 2015, scotcall group and its companies combined to operate under a single name: fidélité credit management ltd. This positive change reflects our overarching and farreaching strategic objectives, encompassing a full strategic review of our oversight, controls and governance in order to ensure FCA readiness and creating a truly end-to-end service offering. “fidélité” is taken from the French word for ‘loyalty’ and communicates our integrity, trust and commitment to our elite partners. We are an award winning technology-led, credit management business delivering cradle to grave customer resolution solutions within the UK and ROI banking, utility and consumer credit sectors. Our key services are: outsourced credit, collect, locate and collect and re-engage.

Your innovation, realised

Fredrickson Tolworth Tower Ewell Road Surbiton KT6 7EL

contact. Jason Cole tel. 0345 543 9907 email. jason.cole@freds.com web www.freds.com

Fredrickson is a multi-award winning UK debt servicing business employing over 300 people. We are part of the Lowell Group, one of the UK’s leading providers of credit management services specialising in debt recovery, data analytics and customer insight. To date we have collected more than £1bn for our clients who are spread across the UK and represent many industry sectors including ﬁnancial services, government, communications, utilities and home shopping. Performance, innovation, compliance and value added services are the cornerstones of our business and we are ISO9001, ISO27001 and ISO14001 certiﬁed – all of which helps us to deliver exceptional service to clients and customers alike.

Lucas Credit Services 2A 606 Business Park Staithgate Lane Bradford BD6 1YA

contact. Roger Lucas tel. 01274 957070 email. info@lucascreditservices.com web. www.lucascreditservices.com

Lucas Credit Services offers ofﬁce-based collection services including our new and innovative e-collections platform to a wide range of industry sectors, including those in the ﬁnancial services, banking, utilities, telecommunications and home credit markets. We work with our clients to provide a high quality service whilst at all times utilising ethical collection practices and ensuring that our client’s customers are always treated fairly and in a positive and progressive manner. Openness, transparency and compliance are as much a part of our culture as collections performance itself and nothing short of excellence in all areas is acceptable.

MIL MIL Collections Palace Building Quay Street Truro TR1 2HE

contact. Emily Talbot tel. 01872 266138 email. emilyt@milcollections.co.uk web. www.milcollections.co.uk

Based in Cornwall, MIL Collections specialise in aged commercial accounts and have been successful in collecting on accounts previously deemed uncollectable. Our dynamic, experienced collectors allows a fresh approach to accounts and collections. MIL is looking to purchase low-balance, high volume unregulated accounts with the view to issue court proceedings. Fantastic rate of recovery.

Qualco partner directory A-Z continued

Moorcroft Group Moorcroft House 2 Spring Gardens Stockport Cheshire SK1 4AA

contact. William Owens tel. 0161 477 2222 email. williamowens@moorgroup.com web. www.moordebt.com

Moorcroft is a debt collection agency with our offices in Stockport. We have a head office workforce of around 470 and also manage a national field force of local operatives. We work on behalf of numerous financial services, utility, telecoms and retail companies where customers’ accounts have fallen into arrears. We are extremely flexible in the services that we offer and will tailor our approach to match our clients’ needs. We work each account on its own merits and look to establish the best outcome for the customer always ensuring that compliance is at the heart of our business.

Moriarty Law Moriarty Law Ltd 15 Old Bailey London EC4M 7EF

contact. Frank Hanaﬁn tel. 0203 126 4548 email. frank.hanaﬁn@moriartylaw.co.uk web. www.moriartylaw.co.uk

Moriarty Law offer a unique three level recovery process which involves Data Cleansing and Scoring, Pre Legal Collections and Litigation. The focus of the Moriarty process is to exclude all cases that are not appropriate for a litigation strategy before any action is taken on the case. By using ﬁnancial data we are able to identify the most customer appropriate strategy immediately after instruction. This will effectively preclude a large percentage of the accounts that are inappropriate for a litigation workﬂow.

Opos Limited 2nd Floor 15 Meadowbank Street Dumbarton G82 1JR

contact. Scott Dawson tel. 0141 428 3993 email. sdawson@oposlimited.com web. www.oposlimited.com

Opos Limited (Our People, Our Systems) is a technology-led DCA with a continued focus on our people and our systems. Opos carries out pre and post charge off consumer and commercial collections in a variety of sectors. Opos beneﬁts from its relationship with its sister company DDI Software, which delivers industry leading CRM and Telephony Solutions – Ascent and callCent. Our clients have different business drivers and face unique challenges. With this in mind, we work with them in a consultative manner to set the right objectives, plan strategies and customise reporting. Opos recently moved to state of the art ofﬁces in Dumbarton, near Glasgow, to accommodate our current growth aspirations.

Your innovation, realised

Pastdue Credit Solutions 1 Blair Court North Avenue Clydebank Business Park Glasgow G81 2LA

contact. Josh Anthony tel. 0141 951 6065 email. janthony@pastduecredit.co.uk web. www.pastduecredit.co.uk

We are trusted to work for some of the UK’s largest companies to help them recover past due accounts from their account holders. Our clients tell us, through the professionalism of our people, we deliver reliable and accountable service levels that enable us to maintain the long term relationships we enjoy with them. We achieve this by utilising the skills and passion of our entire team; a team that works in concert with our solid infrastructure and commitment to delivering superior service and collection results. We know that ﬁnding a partner with the appropriate experience, resources and commitment to provide the highest quality of service is crucial. This is why our commitment to protect your reputation as if it were our own is core to our business as, to us, our reputation is our single most important driver.

Phillips & Cohen Associates (UK) Building 5, Floor 9 Exchange Quay Manchester M5 3EF

contact. Phil Hickson tel. 0161 413 4898 / 07983 509431 email. phickson@philips-cohen.co.uk web. www.philips-cohen.co.uk

Phillips & Cohen Associates is the UK’s only truly dedicated deceased account recovery specialist, having handled compassionately over £900 million of deceased accounts on behalf of over 80 of the UK’s largest creditors. Specialists in compliant and compassionate recoveries, the combined business operates on 3 continents, and has attracted major banks, utilities, home shopping, and most recently public sector organisations to its swelling ranks of UK clients. A unique style of engagement and training relationship with Samaritans has seen the business win a succession of major credit industry awards.

Qualco UK Hersham Place Technology Park Molesey Road Walton-on-Thames KT12 4RZ

contact. Jan-Michael Lacey tel. 01932 213340 email. jlacey@qualco.co.uk web. www.qualco.co.uk

Qualco is a leading provider of panel and asset management software and analytics, specialising in the credit management and recoveries marketplace. At the very heart of the company, which has grown significantly since June 2012, is analytics. We help originators and debt purchasers understand their customers better to enhance results. In that journey we are committed to data quality and offer the industry our standardised file transfer platform within this manual. Using our File Transfer Manual for your future data exchanges, you can be rest assured that when you receive data from one of our certified members, that it is representative of the activities undertaken on your behalf. Contact us for more details or for a free assessment of your panel and/or asset management strategy.

Qualco partner directory A-Z continued

Ruthbridge Ruthbridge House 15 London Road Twickenham Middlesex TW1 3ST

contact. Emmanuel Amissah tel. 020 8734 3500 email. enquiries@ruthbridge.com web. www.ruthbridge.com

Founded in 1994, Ruthbridge is one of the UK’s leading specialist, debt recovery agencies with a proven reputation for developing excellent client partnerships that are effective and enduring. Our understanding of how to ﬁnd amicable resolutions to the different needs of clients and customers is at the core of everything we do and is supported by strong, consistent TCF policies. Ruthbridge works with a range of sectors including banking, ﬁnancial services, telecommunications and utilities. We enable clients and customers to develop a meaningful dialogue so that problems are resolved swiftly.

Tenron Credit Management Linwood Point Burnbrae Road Paisley PA1 2FB

contact. Janice King tel. 07769 143803 email. janice.king@tenroncm.co.uk web. www.tenroncreditmanagment.co.uk

Tenron Credit Management delivers bespoke collections services tailored for each of our clients throughout the UK. Our call centre is based in Linwood with an underlying online capability to service our clients’ and customers’ needs. All of our practices and processes are underpinned by the core principle of Treating (every) Customer Fairly and properly. We are able to accept aged debt at any stage; from regular payers to early arrears to post write off. We design and implement strategies to suit each proﬁle, and also provide telephone support and benchmarking exercises to test your own in-house collection operation.

The Zinc Group 52 Cygnet Court Stratford on Avon CV37 9NW

contact. Richard Fenton tel. 0330 100 0852 email. sales@thezincgroup.com web. www.thezincgroup.com

Zinc Group is a multi-award winning company in the credit control, recoveries management, and BPO functions. Our solutions have been designed to dovetail into our clients’ current processes allowing our clients a seamless transition with no down time or disruption of service. As well as offering a traditional range of services to our clients, Zinc has led the way with innovative methods of customer service using web based self-help application, and hosting Zinc’s award winning Ecommerce platform. Zinc has been trading since 2008, and its senior management team is made up from tenured professionals who have worked in their sectors for over 20 years on average.

Your innovation, realised

TCF compliant No Win No Fee Litigation for consumer accounts

LawScore from

The LawScore service from Moriarty Law enables clients to identify customers who are in a financial position that makes them suitable for a litigation workflow and actions them through the courts on a contingent basis. This is done by Moriarty Law running cases through their unique litigation score which identifies customers for whom a litigation workflow is appropriate. This is usually in the region of 10-15% of the accounts referred. Moriarty Law will then attempt to engage with the customer and resolve the debt. If this is not successful they will carry out a full litigation workflow at no cost to the client under a Collective Conditional Fee Agreement. This process is particularly effective where all DCA activity has been exhausted as Moriarty Law are collecting about 20% of the value of accounts passed to them at this stage and are also having positive contact with over 60% of cases referred. For further information please call Frank Hanafin or Simon Jones on 0203 126 4548 or email us at client.services@moriartylaw.co.uk

www.moriartylaw.co.uk

Moriarty Law Limited is authorised and regulated by the Solicitors Regulation Authority, SRA No. 607528 79

Contact us Qualco UK Hersham Place Technology Park Walton-on-Thames KT12 4RZ +44 1932 213340 info@qualco.co.uk www.qualco.co.uk