Vulnerable Person & Business Policy

1. Purpose

Credvanta Recovery Group is committed to treating all individuals it contacts in a fair, respectful, and appropriate manner. This policy sets out how Credvanta identifies and responds to situations where an individual or business may be in vulnerable or sensitive circumstances.

2. Identifying Vulnerability

Vulnerability may arise in many forms and may be temporary, cyclical, or long-term. Indicators of potential vulnerability that Credvanta’s staff are trained to recognise include:

• Expressed financial distress or inability to pay;
• References to mental health difficulties, illness, or bereavement;
• Confusion, distress, or unusual communication patterns during contact;
• Indications of domestic abuse or personal crisis;
• Reference to insolvency, administration, or business failure;
• Requests for additional time or support.

3. Approach

Where Credvanta identifies or suspects vulnerability, we will:

• Treat the individual with sensitivity and respect at all times;
• Adapt our communications approach to reflect the individual’s circumstances;
• Pause or adjust recovery activity where appropriate;
• Signpost the individual to relevant support organisations (such as StepChange, National Debtline, Citizens Advice, or Business Debtline);
• Note the circumstances on the account to ensure consistent treatment;
• Notify the client where the circumstances may affect the recovery approach;
• Not use aggressive, intimidating, or oppressive tactics at any time.

4. Limitations

Credvanta undertakes commercial business-to-business (B2B) debt recovery activity only and is not a consumer debt collection service. However, Credvanta acknowledges that individuals connected with businesses — including sole traders, partners, directors, and personal guarantors — may face personal financial difficulty and that recovery activity can have a real impact on individuals as well as businesses. Credvanta’s commitment to fair and sensitive treatment applies in all cases, regardless of the commercial nature of the underlying debt.