Sustainability drives every decision we make
We’re better for customers. We promote better ethics and understanding. We make things better for society. We manage our environmental impacts. We’re a responsible business.

What do we mean by Sustainability?
By sustainability, we mean the sustainability of our business. Without our Sustainability Strategy we would not be able to achieve our mission, to make credit work better for all, which acknowledges the far-reaching impact we have on wider society.
Sustainability runs through everything we do. Download our Sustainability Report.
Our Sustainability Strategy is structured around four pillars with clear ambitions and goals. We monitor performance using the metrics and data verification on our Sustainability Scorecard.
Sustainability reporting
Download our annual Sustainability Reports and Scorecards, Performance Scorecard, Sustainable Development Goals, and the SASB index, from our Reporting Hub.
- Better for Customers
- Better Ethics & Understanding
- Better for Society
- Responsible Business
- Environment
Better for Customers
We treat customers with respect and understanding. Personalised solutions and tailored support help them take control of their debt and build their financial understanding and wellbeing.
How we’re doing: sustainability snapshot from 2024
Better for Customers
- 2 million customers became debt-free with Lowell in 2024.
- Above-market NPS rates in DACH, Nordics and the UK.
- 96% of clients think we treat our customers in the right way (85%+ is 'excellent').
- Expanded communication channels in all regions, launching WhatsApp in DACH.
- Digital interactions have increased in all regions as we continue to develop our online offering.
- In the UK:
- Customers using our benefits calculator have identified £1.7m of unclaimed benefits since launch in 2022.
- App consistently rated in the top 10 financial services apps.
- Customer panel membership reached nearly 5,000.
- Scored 87.9 in the 2024 Institute of Customer Service Customer Survey (national average was 75.8).
See the 2024 Sustainability Report
See the 2024 Performance Scorecard
See the 2024 SASB Index
See our Reporting Hub for earlier reports, scorecards, and indexes.

How are we better for customers?
The data we capture from helping millions of people pay off their Lowell debts has given us unrivalled insights into debt’s impact on mental health, family relationships, and daily life. Combined with primary research, we use this powerful resource to inform our customer and client service offerings.
Our social aim of helping build customers’ financial understanding, rehabilitating them back into mainstream credit, goes hand-in-hand with our commercial objective of debt collection.
Customer insights from across the regions help us offer a more personalised service and digital journey, inspiring a range of local and topical support content on our websites that reflects various topics of interest to our customers (living with inflation, navigating the rising cost of living, and so on).
In the UK, we also provide online resources, signposting, an informative app, a benefits calculator, and free access to a credit score checker to help customers develop financial confidence.

We focus on customer affordability
When people are in problem debt, they face enough challenges without being asked to pay unreasonable amounts that they will struggle to afford. That’s why we make dealing with us as simple, straightforward, and stress-free as possible.
We help our customers find the ideal payment solution for their situation, so they leave us in a better position than when they arrived. This approach is not only better for customers but also supports our bottom line, driving a continuous and predictable income stream.
We know our customers inside out
We combine industry-leading insights from multiple data sources, including our 4,800-strong UK Customer Panel, to build a comprehensive picture of each customer’s situation, which helps us offer personal support and agree a mutually acceptable financial solution.
We give customers an industry-leading choice of channels
Our digital capabilities are amongst the best in the sector.
We continue to invest in digital technology, pioneering the deployment of an omni-channel approach in the debt collection sector. Our customers can access our services and support both digitally, through our app and online portal, and by calling our Customer Engagement Centre (CEC) to speak to a sympathetic expert agent.
They can move seamlessly between whichever channel they choose with confidence, knowing that we’ll help them reach the right outcome for them.
- Some people are uncomfortable talking about their debt and prefer being able to take control of their finances online. Our customers can manage their debt from start to finish digitally, without calling us at all.
- Customers in all our operating territories can now engage with us through interactive Live Chat.
- After learning that over 90% of German consumers were regular users of WhatsApp, we launched it as a channel in the DACH region in 2024.
- Usage of our digital channels continues to increase. In 2024, our digital enquiries process accounted for 26% of interactions in DACH, 66% of inbound customer interactions in the Nordics, and approximately 79% of engagements and 49% of collections in the UK.
- Our UK app reached half a million downloads in 2024 and now accounts for 42% of digital interactions in the UK. It consistently features in the top 10 financial services apps, with a 4.8 rating on the App Store and a 4 rating on Google Play (Feb 2025).
We encourage and value customer feedback
When it comes to listening to customers, we’ve found that the better we understand our interaction, the stronger the connection we can build with them.
Customer feedback
We capture customer feedback through various voice and online channels across our regions.
In the UK, for example, we use the data and insights captured in our world-class customer feedback platform, Medallia Experience Cloud, to inform business decisions, client reporting, and employee training.
The visibility of the customer experience that the platform offers also helps colleagues appreciate the positive impact their support has on customers.
The UK Customer Panel
We combine industry-leading insights from multiple data sources, including our 4,800-strong UK Customer Panel, to build a comprehensive picture of each customer’s situation, which helps us offer personal support and agree a mutually acceptable financial solution.
Amongst other things, we use the Panel to build our understanding of the circumstances that lead people into debt and its impact on their mental and physical health, and to test both the user experience of our digital offering and the effectiveness of our written communications.
We’re proud that our customers make a real difference to how we work, and we’re humbled by their commitment and enthusiasm.
Our Trustpilot score reflects the trust we’ve built with our customers: 85% of all ratings in 2024 were 4 or 5 stars.
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Helping people and encouraging them to get help is the biggest incentive to do this for me. Just being there to help others. It’s worth 20 minutes of my time – even if it was longer, it would be worth it.
Member of UK Customer Panel
We look after Customers in Vulnerable Situations (CIVS)
Our research tells us that the main reason customers wait to engage with their debt is fear of the unknown (36%).
1-in-5 customers take over 12 months to engage with debt, with 31% of these stating ‘overwhelm’ as the reason. A staggering 82% said that waiting to engage with their debt had a negative impact on their mental wellbeing. This is why we try to start an open conversation with customers as soon as possible.
Our approach, combined with the increased openness to talk about wellbeing and mental health, something that’s estimated will impact half of the worldwide population, means the number of customers we’re recognising as being in a vulnerable situation is rising. In 2024 348,829 customers (about 5%) received additional support in the UK, up from 315,906 in 2023 (4%).
To ensure we’re offering an appropriately tailored service, our colleagues receive regular coaching and training on how to identify and support Customers in Vulnerable Situations (CiVS).
Groupwide, we stick to our eight public pledges to Customers in Vulnerable Situations, which are as relevant today as when we first published them in 2021. Our Executive Team and governance function are directly responsible for making sure we abide by them.
Read about our pledges for Customers in Vulnerable Situations (CIVS).
We help customers on the road to financial wellbeing
Better financial understanding helps to build greater resilience, so we support our customers with a set of sector-leading tools and services that’ll help them build their financial knowledge.
We help people check what benefits they’re entitled to
Every year, £23 billion of benefits in the UK go unclaimed. Our benefits calculator helps people check if they’re missing out on money that could help them get out of debt. And if they need support making a claim, we can signpost them to more resources from third party organisations.
Since launching the calculator in July 2022, we have found £1.7 million of unclaimed benefits for UK customers, averaging over £226 per customer.
We work with partner organisations to help people improve their financial health
In the UK, through our partnership with Snoop, we provide customers with a free money management app that helps them track spending, set budgets, and control finances.
We help people better understand their financial situation
We find that people are often unaware of the impact their credit score has when it comes to trying to access credit in the future. We offer free access to credit scores to help customers understand their finances. Used together with our debt calculator and affordability tools, customers can see how changes to their repayments can affect affordability and access to credit.
We provide online support and FAQs for people to help themselves
Each region has its own local support articles, signposting, and FAQs based on common regional queries and call drivers.

Our public commitments to Sustainability

We have aligned our Sustainability strategy with five UN Sustainable Development Goals.
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We have aligned our Sustainability scorecard with the Sustainability Accounting Standards Board (SASB)

We're committed to aligning our greenhouse gas reduction targets to the standards set by the Science Based Targets Initiative.

We're a signatory of the UN Global Compact, the world's largest corporate sustainability initiative, which calls on companies to align strategies with actions that advance societal goals.

Lowell was rated as Silver by EcoVadis ESG raters in 2024, placing Lowell in the top 15% of all companies EcoVadis rated during the year.