CapQuest complies with the rigorous requirements of our clients and investors as well as the regulatory standards that are relevant to our debt recovery activities. CapQuest applies best practice to all issues of corporate governance.

We comply with the following specific legislation and codes of practice:

• The Credit Services Association Code of Practice.
• Department of Trade & Industry Guidelines on debt recovery.
• Ofcom’s Guidelines for call centres and management of call abandonment rates.
• Anti-money laundering responsibilities as prescribed under the Terrorism Act and Proceeds of Crime Act.
• Rigorous employee screening programme.

Where we are acting on behalf of financial institutions, we undertake to meet their obligation to deal with borrowers 'sympathetically and positively' as required by The Banking Code.

In relation to the level of debt recovery activity that CapQuest handles each year, our volume of complaints is very small. While debt recovery disputes do invariably arise, we carefully record, track and monitor all such situations. CapQuest is responsive and proactive in our efforts to register and handle debt recovery complaints. We maintain rigid procedures for resolving issues within set time frames and actively promote escalation procedures to ensure that debt recovery issues receive appropriate internal visibility and attention.