We design and run hardship programs that combine structured processes with the sensitivity required to support customers in vulnerable situations. Our role is to identify hardship early, apply fair and consistent assessment frameworks, and provide sustainable pathways that balance customer care with regulatory compliance. Every stage, from initial disclosure through to resolution and reporting, is managed with transparency and professionalism.
What sets our approach apart is the way we embed discipline and empathy into the same process. Customers are treated with fairness and respect, staff are trained to engage with confidence, and every decision is supported by clear criteria and documentation. Compliance is integrated throughout so outcomes are defensible and consistent.
The result is a model that shows responsibility in action. Enterprises can meet their obligations, demonstrate regulatory trustworthiness, and maintain long-term customer relationships even in difficult circumstances. Hardship becomes not just a requirement to manage but a chance to reinforce fairness and strengthen reputation.
Protecting customers and safeguarding compliance in moments that matter.
Our hardship management approach gives equal weight to empathy and compliance. Customers are supported fairly while enterprises meet their obligations with confidence.
As part of our Enterprise Enablement model, these services are designed to optimise the operational backbone and deliver consistency at scale: