Continuing to invest in digital capabilities is a priority for Lowell. We want to continue to offer our customers choice and provide quick access to information and support.”
John Pears
Trusted and engaging
We do more than collect debt. We help our customers by showing flexibility and compassion to support their return to financial wellbeing. We also support them by making their debt repayment as simple and accessible as possible, through our digital platforms and the experts in our Customer Centres.
Maintaining high customer ratings
Our high customer ratings show that our approach is the right one. Our Net Promoter Score (NPS) in the UK and Nordics have remained consistently high throughout 2022, as well as our Client Customer Treatment Score across the Group.
"Honestly can’t fault this company, having and dealing with debt can be quite daunting but they are very accommodating and won’t let you pay what you can’t afford."
Trustpilot 5-star review, October 2022
Personalised approach
We treat every customer individually and work with them to take control of their debt, whatever their circumstances. By taking the time to understand them we can find the best resolution – whether it’s paying in small instalments that allow them to manage their other outgoings, offering a period of breathing space or sign-posting for additional support. By working together we can deliver a positive outcome.
Supporting the vulnerable
We ensure our customers who are in the most vulnerable situations are protected and respected and have clear policies in place to guide our actions. By listening to them and fully understanding their circumstances, we can identify whether they need additional support. Fully trained colleagues in specialist teams are on hand and dedicated to meeting their needs – this might include giving them time and space for their circumstances to change, or agreeing to deal with someone they nominate.
Richard's story
"Lowell were polite, to the point, helpful in every way – really great service, I would seriously recommend them to anyone. My life would have been a lot harder without their help and advice. "
Trustpilot 5-star review, February 2022
Sustainability Viewpoints
Explore more stories about our commitment to be Better for Customers
Enlisting the help of our UK Customer Panel
Listening to our customers helps us know when we can make a real difference. Nearly 3,500 of our customers take part in our UK Customer Panel to inform how we help others.
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