“Customers see I&E assessments as an attempt for debt collection businesses to extract more money”

The current income and expenditure process has unintended consequences, says 1st Credit UK managing director Eddie Nott.

Our customers are surprised that we are keen to sit down and talk to them – and some confess they are initially suspicious that it may be a trap. Their reaction suggests face-to-face feedback is not a common approach for our industry to take.