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Fair treatment

at every engagement

FIND OUT HOW

In 2020, the CDER group pioneered a cultural change in the enforcement and collection industry: an approach that put fair treatment of customers, clients, and stakeholders firmly at the heart of everything we do.

Over time, our approach has evolved around three key principles that govern all of our actions: Fairness in Operation, Open to Vulnerability and Equitable to Society.

Take me to:

Fairness
in Operation

Open to
Vulnerability

Equitable
to society

Fairness in Operation

Our “Fairness Framework” sets out best-practice in ethical, responsible and high-quality collections and enforcement. Fully embedded in our organisation, it systematically guides fair treatment of all customers, providing extra support for customers in vulnerable situations.

cder fairness in operation diagram

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61% of our collections are made a mutually agreed payment arrangement. Of these, 57% are successfully collected on the basis of the initial agreement.

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On average we have 7 conversations with a customer before escalating to enforcement, in an effort to avoid adding extra charges to their debt.

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Our complaint rate as a percentage of cases is more than 4x lower than the industry standard of 0.2%.

Better Support for Customers in Vulnerable Situations

We recognise that there are a wide variety of circumstances that may lead to to a person being in debt. We work hard to ensure that we are sensitive towards those who are struggling and may need extra support.

Early Identification

Within our framework, we use multiple
methods to identify customers with potential
vulnerabilities as early as possible so that we
can adapt our engagement accordingly.

  • Our platform automatically assesses each new customer against 80+ potential vulnerability indicators.
  • We provide extensive training for employees in recognising and signposting vulnerabilities and safeguarding issues.
  • We employ a range of technologies and analytics that aid us in flagging issues from the moment a case is received.

Tailored Engagement

Those identified as being in a vulnerable
situation are referred to a dedicated Welfare
Agent within our highly trained specialist
Welfare Team. We offer multiple channels of
support and assistance.

  • An extended range of engagement channels such as face to face video calls, paper Welfare Packs for the digitally excluded.
  • Technologies that aid in overcoming
    language and accessibility challenges.
  • Referrals to a range of specialist organisations who are able to provide free, independent tailored assistance in debt management and mental health.

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During 2024, 27.9% of customers were identified as potentially in vulnerable situations on engagement.

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More than £25 million of additional government support has been identified for customers, signposted through our partnership with IE Hub.

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We partner with more than 24 independent debt advice and mental health charities, signposting our customers to access to free, impartial support

Just wanted to commend Mr Matt M who has been involved with a debt owed by woman I am supporting. This woman has endured very challenging substance use, mental health, and other family related challenges in the last 4 months. Matt was really fantastic about recognising her case as one best dealt with by the Welfare Team and is clearly a great listener and communicator- a true professional. Kind regards.

Anna | Social Worker

CDER Group

We partner with

Our relationships with charities and professional organisations within our industry help us deliver better outcomes for our customers and clients.

Contributing to a stable, equitable and progressive society

Effective debt collection and enforcement are one of the backstops of our economy and justice system, playing an important role in recovering funds that support essential services, a thriving economy and the rule of law.

By embedding Fairness within our operations, we aim to find optimum balance between effective recovery of funds on behalf of our clients and society, with treating customers fairly and with compassion.

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CDER Group recovers over £526m of government debt each year. 28% of those we collect from live in higher tier Council Tax-band properties and 24% own prime cars that are less than 3 years old.

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In 2024 CDER group recovered sufficient unpaid debt to fund approximately 16,281 teachers, 2,219 police offices and 1,673 apprentices.

£0m

In 2024 we recovered over £20m for the Magistrates Courts in unpaid court fines, helping to uphold fair outcomes through the civil and criminal justice systems.

“Without prompt and effective enforcement ensuring that offenders ultimately pay their fines, the authority of courts and public trust in their effectiveness would diminish. Bailiffs are therefore one of the backstops of both our economy and justice system. They play an important role recovering money, and help create the conditions for a market economy and the rule of law to thrive.”

Ministry of Justice consultation paper 'Transforming bailiff action',  2012

Interested in better, faster, and more responsible debt resolution? Contact Us

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