About Us
The PS&P ethos is to deliver a robust recovery service, delivering outstanding collections for clients from those who have the means to pay whilst ensuring our ability to identify and support those experiencing financial hardship or other potential vulnerability.
Our Approach
- Extensive upfront intelligence gathering upon case receipt, ensuring we start the collection process using accurate, up to date information
- Communication strategies and channels tailored to maximise the likelihood of early engagement
- Professional staff with recognised qualifications in customer service and collection techniques, trained to treat your customers with respect and understanding
- Full end-to-end collection capability including intelligent diallers, integrated SMS, email and mobile messaging services and a nationwide field collector resource
- Close working relationships with the advice sector and support agencies, ensuring a holistic approach for those customers experiencing financial difficulty
Fairness in Operation
Our Fairness Framework embeds fairness into all of our engagements with clients, customers (debtors), stakeholders and our people and to set a new standard for responsible and high quality debt collection.
Our approach to fairness aims to achieve the right balance between effective recovery on behalf of our clients whilst treating customers fairly and compassionately.
This enhanced approach now takes even greater steps to identify potential vulnerability early and is governed by published and independently scrutinised principles and practices. Everything we have put in place has been designed to achieve the simple measured aim which recognises our belief – that everyone has the right be treated fairly – our customers, clients, and employees.
Governance
Our experienced leadership team is supported by a comprehensive governance framework enabling us to innovate and set new standards for the communities we serve. As part of the CDER Group, we have established a new Independent Advisory Group. The new group will provide PS&P and other companies across the group with objective scrutiny, challenge and validation across our strategic, business and operational activities.
The aim of the IAG is to support PS&P in the provision of fair and flexible services by delivering the organisation’s social justice agenda and exceeding compliance standards.
As well as reviewing operational performance, IAG members (shown below) monitor complaints and their resolution, and ensure that, as far as possible, vulnerable customers are protected and all customers treated with dignity and respect.
JULIE SPENCE OBE, CStJ, QPM – IAG CHAIR
Julie brings a wealth of experience gained from a diverse and distinguished career to the role. Previously Chief Constable of Cambridgeshire Constabulary, Julie has also been President of the British Association for Women in Policing, Chair of Police Mutual, former Chair of Cambridgeshire and Peterborough NHS Foundation Trust (Mental & Community Health) and remains a Patron of Cambridge Search and Rescue.
Recognised for being a gender champion and for her leadership for the Queen Mother’s funeral, Julie is also the current Chair of Wellbeing of Women (Cambridge branch), President of Cambridgeshire Community Foundation, Patron and former Trustee of Ormiston Families charity, and an Ambassador of Cambridge 2030, an organisation that aims to deliver a more equal and inclusive city
ROBERT WILSON
Robert is the Chief Executive of the Institute of Money Advisers, a membership organisation for free sector money advisers and he is committed to improving quality and standards in the profession. Since 1987, he has fulfilled key roles in independent advice services, Citizens Advice, local government and as chair of a trustee board. A MBA-qualified senior leader, Robert successfully manages partnerships and strategic relationships with government, regulator and finance industry stakeholders.
MAJOR GENERAL PETER WILLIAMS CMG OBE
Peter worked for over thirty years in the military and was involved in a very wide spectrum of roles demanding leadership, strategic planning, teamwork and communication skills, mainly in operational, intelligence and military diplomatic settings. He has always focused on delivering solutions that are ethical and fair to all parties and enthusiastically supports CDER Group’s commitment to social responsibility and its fairness agenda.
KAREN DABER
RKaren has a wealth of experience from her professional career, and we are delighted to welcome her to our Independent Advisory Group. Having retired as an Assistant Chief Constable, Karen championed equality issues. and coached and mentored other officers and staff throughout her career. She was appointed by the College of Policing to lead the National Police Integrity Programme for England and Wales, which included developing and implementing the national Code of Ethics for policing. Since 2020, Karen has been a non-executive director at Cambridgeshire and Peterborough’s Mental Health and Community Foundation Trust and serves as Chair of its Safety and Quality Committee.