Compliance and Quality

We understand that when carrying out work, we are representing both ourselves and our clients.

With that always in mind, we have in place a bespoke Quality Management System (QMS) which is adhered to at all times. This QMS is regularly audited both internally and externally. Due to the stringent processes that are in place, we have successfully
achieved ISO 9001 UKAS accreditation.

In order to ensure that we continue to be ahead of legislation and guideline changes, as well as keeping up-to-date with industry practices, we are also a member of the Credit Services Association (CSA) and are Financial Conduct Authority (FCA) regulated as part of our consumer credit licence.

As an experienced service provider, we never lose sight of the fact that our staff are the core of our business. We aim to provide training opportunities for all staff and therefore have close links with external training companies, as well as developing a bespoke in-house training platform for our staff. The ability to achieve externally recognised qualifications, whilst being assessed on-the-job, has seen many of our staff achieving Level 2, 3 and 4 NVQs in a range of subjects. Our in-house training solution includes Induction Training, Specialist Role Training, Booster Sessions, Internal Audits / Spot Checks, External Audits and a Personal Development Plan (PDP) for all staff. This encompasses all aspects of each individual role, including Data Protection, FCA Guidelines, Ofgem / Ofcom / Ofwat Regulations and Dealing with Vulnerable Customers. This commitment to personal development has seen us achieve Investor In People accreditation.

Information Security
Information security continues to be a key consideration to both ourselves and our clients. Over recent years we have invested heavily in technology to ensure that our systems are robust and designed around the ISO 27001 standard. This investment has allowed our clients to streamline their internal processes and issue work via our SFTP hosted servers. Data transfer between head office and our field agents is made simple and efficient due to all of our field agents being issued with netbook computers. This facilitates secure, robust transfer of data along regularly audited channels.
PCI DSS Compliance
All card transactions processed by Grosvenor (either via our contact centre or payment site) are done so via Worldpay - a leading provider of electronic payment processing solutions that operate in over 40 countries worldwide. We are PCI DSS compliant in governing the security of any card payment data. All inbound and outbound calls are recorded, however the system automatically pauses recording when card details are provided. Our sophisticated automated outbound dialing technology allows us to stay fully compliant with all Ofcom requirements. The software is pre-programmed to take in to account all requirements including abandoned call rate, minimum ring time, dropped call messages and CLI presentation.
Screening & Vetting
All of our staff are vetted to BS 7858 standard. This includes providing copies of original documentation (ie passport, driving licence, birth certificate) as confirmation of right to be in the UK, a copy of their CV and/or application form, 5 years employment history, references and credit checks. In addition to this, all of our Field Collections Officers are DBS (CRB) checked before completion of their probationary period and have this check carried out every three years.
Health & Safety
Health and Safety is a core consideration in everything that we do. As a result, we have developed a relationship with a team of Health & Safety consultants to provide us with an online portal of documentation that is available to all of our office and field-based staff. In addition to this, formal risk assessments and method statements are produced for all roles undertaken by our staff, to ensure that safety remains a priority. In a more practical sense, this is done by raising awareness, structured reporting procedures, supplying all relevant PPE and being able to remotely track the location of all of our lone-working field agents.

We ensure that all of our field agents have the relevant resources in order to conduct their work safely and effectively. As a result, our field force have the necessary equipment available to them including:

• Netbook computers
• Mobile phones
• Tracking software
• Satellite navigation systems
• Eco-friendly company vehicles
• Anti-stab vests
• PPE (eg. hard hats, dog repellent sprays etc)
We are committed to delivering a sustainable service that is conscious of the impact on the environment. As a result, we have developed an Environmental Management Plan that uses the core beliefs of ISO 14001 in its creation. With this in mind, we are also a member of the Prince’s Mayday Trust – a network of businesses collaborating to tackle climate change.