As a credit company that offers deposit service to the general public in Sweden, the parent company, Hoist Finance 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:
Open Culture
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
Effective administration
Administering customer accounts fairly and effectively
Complaint resolution
Investigating complaints fully, rectifying identified wrongdoings and providing clear explanations to customers
Vulnerability management
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.
Hoist Finance AB (publ) is a pan-European financial group active within debt purchasing and receivables management. We specialise in the purchasing and management of non- performing and performing consumer receivables.
Hoist Finance AB (publ), is licensed and regulated by the Swedish Financial Supervisory Authority. Since 2009 Hoist Finance has emerged as one of the market leaders in Sweden in the field of retail deposits through it’-s on-line savings operation, HoistSpar. The HoistSpar deposit service now has more than 85,000 active accounts.
In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. We aim to resolve all complaints within eight weeks and if complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.
For future details of our complaints process, and our complaints data, please visit our complaints section of our website.