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Two year contract extension with Scottish Power

From the Knowledge Centre

Scottish Power, one of the UK's leading providers of gas and electricity across the UK, has extended its contract with Echo's Grosvenor Services.

We are pleased to announce a two year extension to our contract with Scottish Power, in the provision of ethical and fair debt collection for its customers. Grosvenor Services, a part of Echo, has been working with Scottish Power for over a decade to face key debt management challenges such as ensuring compliance with FCA regulations and balancing maximising returns against the fair treatment of customers.

Much of the work we have undertaken has been focused on ensuring customers are treated fairly - identifying and protecting those who are vulnerable, as well as assessing customers' abilities to pay.

We look forward to continuing to work collaboratively with Scottish Power in facing the unique challenges presented to those working in the energy sector. In offering a multi-channel engagement strategy for customer contact, including phone, letter, email and field visits, we have consistently achieved an average customer contact success rate of over 80%. We will continue to work as an extension to Scottish Power and to do the best job we can, with our overarching prerogative being to reduce bad debt levels in a fair and ethical manner, so to ensure customers are treated fairly in debt recovery.

"We are really pleased with the work we've been doing with Grosvenor - our 13-year partnership is a reflection of that. The business has been a leading provider of live debt collection services to Scottish Power and helped ensure we can maximise returns whilst always achieving the fairest and most appropriate outcomes for our customers."

Marion Pretswell, agency manager of domestic debt operations, Scottish Power

Suggested Further Reading

Knowledge Centre: Research

Counting the cost of debt recovery

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