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  • London -10 Bloomsbury Way, Holborn, London, WC1A 2SL

    Edinburgh - 23 Melville Street, Edinburgh, EH3 7PE United Kingdom

  • +44(0)870 383 1980
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Thought Leadership .

The importance of a robust implementation plan .

Companies will often spend months or even years planning for system implementations, system upgrades or data migrations yet many overlook…
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The seven test phases of IT system configuration .

In this blog, we take a close look at the process and preparation that go into the testing of changes…
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Ofcom updates regulations around dealing with customer complaints .

The General Conditions of Entitlement (General Conditions) are the regulatory conditions published by the UK communications regulator Ofcom. In December…
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Using automation technology to drive efficiencies and reduce costs .

Many businesses are managing to extract huge amounts of value from implementing Robotic Process Automation (RPA) across their organisations, but…
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Using private sector solutions to address the public sector’s problem debt crisis .

Last week the National Audit Office (NAO) issued a report into tackling problem debt. Its insight into government debt collection…
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UK interest rate rise: the impact on collections .

Today the Bank of England announced that the UK interest rate will rise to 0.75%, the highest rate since March…
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Debt sale – worth the risk? .

It may be time for those organisations who have not tested the debt sale market or did so a while…
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Are you considering relocating your operations? .

With Brexit looming, you may be forced to address the impact on the location of many of your operations. This…
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Evidencing Compliance – Negotiating the CONC obstacle course .

The FCA’s Consumer Credit Sourcebook is now on its 23rd iteration and indeed fourth change since August 2017. Keeping on…
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Are you ready for GDPR? .

Take our quick quiz to test your knowledge and readiness QUIZ
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GDPR 2018: How to get ready in Collections and Recoveries .

2018 is now firmly underway, and with it the new legislation for 2018, in particular GDPR, the General Data Protection…
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A return to normal? – the Credit Summit 2018 .

Last week was the Credit Strategy – Credit Summit, a smorgasbord of credit and collections related topics. In our daily roles there is…
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FCA CONC – Key Areas for consideration .

CONC, the Consumer Credit Sourcebook within the FCA Handbook. It is a key piece of regulation, governing everything from acquisitions,…
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‘DON’T PANIC’ as GDPR deadline looms .

The other week I was lucky enough to spend a bit of time with Dentons, who had Giovanni Buttarelli (the European Data…
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Persistent Debt on Credit Cards: What you need to know .

On Thursday 1st March 2018 the FCA introduced their new set of rulesrelating to persistent debt for credit cards. Although there…
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Top 10 Collections Systems – the Myth .

One of the first questions that we are often asked either prior to or when commencing a systems selection project…
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What to be aware of … setting your goals for 2018 .

It is starting to develop, slowly but surely, that end of year feeling. End of year parties are taking place,…
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Benefits of a new debt collection system .

2018 is expected to bring adverse economic conditions caused by rising inflation, flat earnings for many, increased interest rates and…
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How to improve collections with legacy debt collection and recoveries systems .

Predicting the future is tricky; you’re never quite certain what is around the corner. However, immediate past and present events…
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Migrating to Debt Manager 9 – key questions & lessons learned .

In our previous migration blogs hereand here, we looked at the different factors to consider when initiating a DM9 migration plan. Whether…
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Are you experiencing any of these common technology challenges? .

Core platform needs replacing? The current platform does not have the flexibility to achieve your vision for customer treatment in collections…
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Improving collections strategies in BAU operations through agile design .

Organisations today expect fast results and they want improvements to align with changing business needs as well as these improvements…
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What is the future role of debt purchase in creditor strategy? .

No one involved in credit management, collections and recoveries will have missed the news pieces written over the last couple…
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Arum staying ahead of the game – part 3 .

In this third in a series of articles, we look at some of the key trends and solutions available in the Collections and…
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Unglamorous, methodical hard graft, attention to detail and more – getting your Data Mapping right .

When it comes to implementing a new Credit and Recoveries system, Data Mapping might seem unglamorous, however it is one of…
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Three-step plan of action to respond to OFWAT .

Recently OFWAT released their Affordability and Debt document and it has made interesting reading. There has been a significant increase in the…
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Arum staying ahead of the game – part 2 .

In this second in a series of articles, we look at some of the key trends and solutions available in the Collections…
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Collections and Recoveries Systems Lessons Learnt Part 1 of 3: Documentation .

Over my last ten years in the Collections and Recoveries industry I have been involved with many migration projects as…
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GDPR – What you need to know in Collections and Recoveries .

Late last year I attended an event in London on compliance and control within the Collections and Recoveries area. The…
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Thames Water – Debt Management Transformation Case Study .

With 15 million customers, the aim of the UK’s largest water and wastewater services provider, Thames Water, was to become best…
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Design lessons for CnR implementations from the world of tabletop wargaming .

One of my hobbies is tabletop wargaming – games with miniature figures, maligned in some quarters but actually a very…
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Are you responsible? The widening of the regulatory net and treating customers fairly .

This week the FCA have formally launched their consultation paper on extending the Senior Manager & Certification Regime (SM&CR) to all firms…
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Arum Staying Ahead of the Game .

As a thought leader in the collections industry, Arum is hungry to stay on top of innovation in Collections and…
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7 test phases in system configuration .

In this blog, I am sharing from my extensive experience over the last ten years of consulting on major projects…
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The Importance of Having a Robust Implementation Plan .

Companies will often spend months or even years planning for system implementations, system upgrades or data migrations yet many overlook…
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IFRS9 … what you need to know in Collections and Recoveries .

Those of us in Collections and Recoveries have seen plenty of regulatory change over the last few years.  Industry regulators,…
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Checklist for credit card providers – how to ensure your collections function can cope with increased volume .

With current projectionspredicting that we will see a return to falling incomes for the first time since September 2014, individuals are…
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How will OFGEM and CMA recommendations affect your collections and recoveries? .

With the Competition Market Authority (CMA) publishing how their investigation will be implemented in the Utilities sector, how will these…
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Vulnerability: It is on ALL the Regulators Yearly Plans for 2017 .

Over the past few years the credit industry has seen large changes and a focus on the vulnerability of consumers.…
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Unauthorised FCA Companies; Consumers Beware, Creditors be Savvy .

The Financial Conduct Authority (FCA)since replacing the Financial Services Authority (FSA) in 2013 and assuming consumer finance regulation responsibility from the…
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Improving the Customer Experience through Exceptions in Experian’s Tallyman .

As one of the market leading Collections and Recoveries (C&R) systems available today, Experian Tallyman can help drive operational efficiencies…
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Changes in the Water Market, ‘Open Water’ Impacts on Debt Collection and Recoveries – Q&A with Principal Utilities Specialist Sandy Duckett .

What is happening and when? From April 2017, over 1.2 million eligible businesses and other non-household customers in England will…
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Utilities focussed on communicating with vulnerable customers in collections and recoveries .

Last Thursday (16th March 2017) Arum were the sole sponsors of Utility Week’s annual Consumer Debt Conference. Key Themes The participants at…
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Introducing change into Experian Tallyman .

Experian Tallyman presents organisations with the opportunity to introduce change in an agile environment to ensure the business is compliant…
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Market Intelligence Needed to Select Collections Technology .

Historically, the collections and recoveries (CnR) systems market has been dominated by a small number of established vendors with very…
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Constructing a World Class Culture .

For much of the last 20 years Cultural Change in the Banking and Financial Services Industry was viewed by many…
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How do I now use the dialler? What you need to know! .

In late December 2016 Ofcom released their revised policy guidance ( dialler) relating to persistent misuse (of calls). They also added some…
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Simplify compliance and improve the performance of your debt collection system .

UK inflation is expected to rise and the FCA is warning about UK consumer debt. It all leads to the likelihood of…
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You can’t win anything with kids .

These were the immortal words spoken by football pundit Alan Hansen in 1995 of Manchester United on the opening day…
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OFCOM get tougher on “silent calls” .

After months of deliberating the waiting is over. On the 20thDecember 2016 OFCOM published their revised policy on “the persistent misuse of…
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Is Debt Collection Turning Soft? .

In the last few years there has been a raft of changes in the Debt Collection market, with regards to…
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Choosing collections systems – Good practice and lessons learnt .

As vendor agnostic consultants specialising in debt collections and recoveries, Arum have supported a number of collection and recoveries system…
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Digitalisation in Collections – what can we learn from other industries? .

I’ve been a collections and recoveries consultant for over a decade and have worked with numerous financial services and utilities…
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Are you and your collections systems prepared? .

A recent article in The Guardian quoted the The British Banker’s Association saying “consumer credit is growing at the fastest rate in…
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Top Ten Lessons Learned from a Collections System Implementation .

Implementing a new debt collections and recoveries system (Debt Manager, Experian’s Tallyman, CACs, Collections360 and more) can be difficult but…
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Mobilising resource for a successful collections and recoveries systems project .

If you’re implementing, or migrating to, a new debt collection system, planning the mobilisation of the right team is paramount in ensuring…
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Trends influencing Credit and Collections .

Last week was the latest Arum round table held at the rather grand National Museum of Scotland, overlooking Edinburgh Castle. The discussion…
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Getting to know your customer in collections through data .

All businesses have similar challenges when it comes to debt collections where debtor information is limited or missing. Customers in…
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What is the Tallyman Debt Collections and Recoveries System? .

As you probably know Arum specialise in debt collections and recoveries systems, one of the systems we have worked with…
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Remember the call centre… the next wave of opportunity? .

There has been plenty of discussion recently regarding automation in the collections and recoveries industry. In many companies there has…
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Selecting a Suitable Supplier/Vendor for a Debt Collections and Recoveries System .

It is important to recognise that there are many different vendors that claim to support sustainable collection and recoveries system…
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Ofcom Compliant – Are you really? Prove it! .

In February 2016, Ofcom’s consultation closed for their proposed revised policy on “the persistent misuse of an electronic communications network or service”.…
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Collections and Recoveries Applications Post Go Live Support – Part 3 Make use of the Project Opportunity and Changes over Time .

The first part in this series of three covered the drivers and models around a Collections and Recoveries (CnR) Application support function.…
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A real lending alternative? .

The last couple of decades have been a fascinating time in the financial services industry. We have seen some seismic…
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Collections and Recoveries Applications Post Go Live Support – Part 2 Points to consider within a Collections and Recoveries Application support function .

The first part in this series of three blogs covered the drivers and models around a debt collections and recoveries…
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Collections and Recoveries Applications Post Go Live Support – Part 1 Introduction, Drivers and Models .

This will be the first of three parts covering various aspects around post go live support for a Collection and…
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What will be the impact of Brexit on customers with credit and particularly those in debt collections and recoveries? .

The UK woke up on Friday to the reality of Brexit. It was a surprise to many – including it…
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7 Recommendations for the design phase of a debt collection systems project .

In a previous article one of our Lead Consultants Matt Riddall explained some of the lessons learnt during the collections implementation projects that the…
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Changes afoot, a new pride in Collections and Recoveries teams .

Working in collections and recoveries we have often been seen as the unloved part of the business:   Unloved by…
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Pre-Arrears in Collections and Recoveries .

At the time of writing this, the Financial Conduct Authority (FCA) is well underway with stage 3 (site visits) of their early…
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The Future of Collections and Recoveries .

It was interesting discussion last week at the latest ArumRoundtable; “The Future of Collections and Recoveries.” Big themes of discussion were…
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How can an agile approach be used for collections system development? .

A question that may be considered at the start of a collection system implementation or change project is “Which development…
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Collections and Vulnerability – Where to next .

It is fair to say that the industry has come a long way in the past 10 years in assisting…
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Mobile Phoney .

I’m a big fan of the mobile phone industry as we all probably are, and I’m constantly in awe of…
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To dial or not to dial? .

In our role as consultants we work with a number of different businesses in different industries, and what is always…
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Migrating to Debt Manager 9 (DM9) – some pointers – Part 2 Manual Migration approach .

In part 1 we covered some overall observations with regards to Migration approaches to DM9 and then looked at some particular points…
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Arum launch new software website .

Arum, the independent consultancy that specialises in Collections & Recoveries Consultancy and Software & Development, is pleased to announce that it has officially…
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Smart Communications in debt collections and recoveries .

The Financial Conduct Authority (FCA) has recently turned its attention to how businesses communicate with customers and the closing date to…
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Optimising value from outsourced collections .

Arum’s Chief Executive, Aleks Tomczyk outlines strategic considerations for outsourcing debt collection and the management framework needed to make it…
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Migrating to DM9 – Some Pointers – Part 1: Automatic Migration Approach .

With the introduction into the collections and recoveries (CnR) systems market place of Debt Manager 9 (DM9), an accompanying consideration…
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Part 2: Examples of Successful Prototyping .

Thanks for taking the time to read our latest blog, if you didn’t catch it you can read it here: ‘Higher…
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Higher quality, faster delivery through rapid prototyping .

One of the challenges in software development when beginning a project is that you might have a great idea for…
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Collections and Recoveries Utilities and Telecoms conference looks to the future .

Having attended four of the last five Credit Today Utilities and Telecoms Conferences (and indeed chaired three of them) I thought that…
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How’s your debt collections operating model? .

Chances are it’s probably a bit outdated, relies on old technology, has various degrees of reliance on spreadsheets and other…
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What systems do I need to support best in class debt collections? .

This is a question that I and Arum have been increasingly asked over the years and quite a bit more…
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Congratulations Talking Mats .

Congratulations to Talking Mats, winner in the ‘People Driven Digital Health Awards’ on July 3rd 2015. Winners in the category ‘Most impressive…
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Payday Lenders in the Collections Spotlight Again… But are They on Their Own? .

Today sees more reports of payday lenders failing their customers. The FCA said it had found “serious non-compliance and unfair…
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TCF – are you living or laminating it? .

No longer a ‘nice to have’, the scrutiny and fines applied by the FCA in 2014 demonstrate that Treating Customers…
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Arum blog – A ‘C’ is not just for Christmas .

It’s been a year of change, challenge and compliance for the Collections & Recoveries industry. At Arum we have been…
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DCA minnows must learn to swim in new waters .

In Arum’s latest blog, Account Manager Luke Dillon examines the undercurrents of market consolidation in the DCA sector. The consolidation…
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Change in the regulatory pipeline for water industry .

In September, Arum blogged about the usage of internal DCA/Legal brands by Collections & Recoveries functions, which was receiving regulatory…
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Affordability precedence is set with Wonga – Arum blog .

Arum’s Senior Consultant Walter Mather comments on the customer affordability issue that organisations can’t afford to get wrong. Payday lender Wonga…
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50 Shades of Best Practice – Arum blog .

After 30 years in the Collections & Recoveries industry, Nick Walsh, Principal Consultant within Arum’s Professional Services team, gives his…
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Regulatory waves .

Arum’s Chief Executive highlights how revisions to Ofwat guidance will affect water industry. Another quarter, another set of regulations to…
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Optimisation: Marginal Gains, Maximum Value .

Arum launches a Whitepaper which explores how Collections & Recoveries functions can learn how to optimise performance by looking to…
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Avoiding the Icebergs .

Read Arum’s latest blog ‘Avoiding the Icebergs’ as posted on Credit Today’s website which focuses on the obstacles ahead for the Utilities Collections…
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A recovery comes in many guises .

Arum’s Managing Director, Aleks Tomczyk comments on the external factors that affect the ability to service debt. Latest official figures…
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In the Interest of Prudency – Arum blog .

This week Arum will be presenting at Money Advice Scotland’s (MAS) Annual Conference. In a joint slot with the Financial…
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Taking the Wheel .

In the latest edition of CCTA’s (Consumer Credit Trade Association) magazine, Arum focuses on the Motor Finance industry and how to control…
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Regulatory report card – improving but could do better .

Arum’s Director of Strategy, Operations & Training reflects on how the Collections & Recoveries industry is positioned in advance of…
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The 3,7,11 Approach to Collections and Recoveries .

Arum’s Managing Director focuses on the increasing need to find a happy equilibrium between collecting debts and retaining customers in…
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Treating Customers Fairly (TCF) does not mean treating customers the same .

Arum’s Director of Strategy, Operations & Training focuses on one of the key issues affecting the credit industry – Treating…
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It’s not a revolution, it’s an evolution .

Every so often in the business world a wave comes along, a new innovation, trend or competitive advantage that everyone…
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