Compliant
recovery,
at scale.
First- and third-party collections, with FCA CONC, Consumer Duty, and Ofcom-aligned dial windows handled by the agent we run for you — not by a binder of policies your team has to memorise.
FCA CONC. Consumer Duty.
UK GDPR, where relevant.
Convexa’s collection agents enforce the rules at runtime — dial windows, attempt caps, vulnerability flags, cease-and-desist. Your team doesn’t have to remember. Auditors get a clean trail.
Dial windows, per region
Calls outside 8 am – 9 pm caller-local are blocked at the dial layer. Bank-holiday calendars per UK nation respected automatically.
CONC 7.9 frequency caps
3 live contacts per 7 days by default, with per-account override. Convexa counts attempts across channels — voice + SMS + voicemail.
Cease & desist honoured
When the customer says “stop calling” — Convexa logs the request, suppresses all channels, hands the account to your ops team within 4 hours.
Recording & identity disclosure
“This call is recorded” and identity declared on every right-party contact. Spoken verbatim, logged with timestamps for audit.
Notice of Sums in Arrears
Triggered automatically on first contact under the Consumer Credit Act. PDF + e-delivery handled by Convexa or sent to your provider.
Personal data handling
NI numbers, card numbers, and bank details auto-redacted in transcripts. Voice recorded but masked in playback for unauthorised roles.
From dial to arrangement,
in under 4 minutes.
The math gets done while the customer is on the line. Convexa offers settlement and installment options you’ve pre-approved — then takes the first payment.
Right-party contact
Convexa asks two verifiers — name + last-4 of account, or DOB. Identity disclosure spoken. Recording disclosed.
Offer pre-approved plans
“You can settle for £1,470 today, or three payments of £580 over 90 days.” Customer picks; Convexa explains terms.
Tokenised first payment
Customer reads card number; Convexa never hears the digits — captured via PCI-tokenized voice flow. Confirmation sent to email.
Calm. Respectful.
Not robotic.
We tune your collection agent to be plainspoken and warm — not the aggressive scripts the industry is known for. In our experience, a calmer tone keeps more customers engaged and lifts post-arrangement satisfaction.
“Hi, this is Reza from Lumenpay. This call is recorded for training and quality. Am I speaking with [redacted-name]?”
“Yes.”
“Thanks. To verify, can you give me the last four of your account number?”
“[redacted-account-4]”
“Confirmed. Your balance with us is £1,720. I know that’s not what you were hoping to hear. Two options I can offer you today: settle for £1,470 right now, or three monthly payments of £580. Either works for me.”
“The three payments — that one.”
“Got it. Let’s lock that in. First payment of £580 today, then May 21 and June 21. How would you like to pay?”
Not because AI is scary.
Because it's consistent.
Recovery rates climb because the agent does the routine work right every time — calls within the right hours, asks the second time, offers the right plan, and takes the payment in-call.
Right-time dialling
Learned per-account answer windows. Convexa dials when this customer actually picks up — usually not 9 am.
Channel mix
Voice for first contact, SMS for confirmations, voice for closure. The mix that lifts settle-rate without violating frequency caps.
Empathy on by default
The agent slows down when sentiment dips. Doesn’t push. Flags vulnerability under Consumer Duty. The customer is more likely to engage, not less.
In-call payment
Most arrangements fall through because the customer needs to call back. Convexa takes the first payment before hang-up. Same call.
40+ languages
Polish, Urdu, Romanian, Punjabi — the languages most UK collection teams are short on. The same multilingual agent, no extra cost.
Documented every step
Every call recorded, transcribed, scored with post-call analytics, and retained per your policy. Disputes and FOS complaints get resolved in minutes, not weeks.
Consolidate the vendors. Lift recovery. Let the FCA reporting write itself.
The goal we build every managed collections agent around: replace a patchwork of outsourced teams with one consistent agent, improve recovery, and produce a clean audit trail without extra effort from your people.
Pair it with these.
Talk to our team about a managed collections agent built around your FCA permission and recovery workflow.