"Robinson Way's principle and only objective is to deliver outstanding collection services that meet both our clients’ needs and those of a highly regulated and compliant business group."
As a credit company that offers deposit service to the general public in Sweden, the ultimate parent company, Hoist Kredit AB (publ), is licensed and regulated by Finansinspektionen (the Swedish FSA) and governed by European Banking Regulations. In addition, Robinson Way is authorised and regulated by the Financial Conduct Authority and therefore we operate in an environment where the compliance, legislative and regulatory regime mirrors that of our major clients.
Named DCA of the Year at the 2014 Debt Collection Awards, Robinson Way's principle and only objective is to deliver outstanding collection services that meet both our clients’ needs and those of a highly regulated and compliant business group. Our clients include banks, utilities, retailers and debt purchasers. We service both, portfolios contained within Hoist Finance, and also provide contingent collection services to a large number of renowned clients outside the Hoist Finance family.
To enhance the level of compliance and our employee's commitment to "Excellence", we have also work to eight customer commitments:
||A culture of openess, training our people to deliver fair customer outcomes, whatever their role
|Performance and outcomes
||Monitoring team performances; incentivising delivery of fair customer outcomes
|Controls and resolution
||Implementing controls to monitor staff interaction with customers; reporting and resolving issues identified
|Respect and integrity
||Speaking to customers with respect and showing integrity
||Administering customer accounts fairly and effectively
||Investigating complaints fully, rectifying identified wrongdoings and providing clear explanations to customers
||Acknowledging potential signs of vulnerability and financial difficulties; giving customers reasonable and clear options
|Feedback and learning
||Identifying when things have gone wrong; working to correct them quickly and effectively, mitigating the likelihood of re-ocurrence
Robinson Way is one of the founding members of the Credit Services Association (CSA), adhering to the CSA’s Code of Practice. In addition, all of our business processes are underpinned and controlled in our quality management framework.