British Gas and Arvato Financial Solutions UK part ways

This follows an investigative report in The Times that alleged Arvato, while conducting work as debt agents for British Gas, ignored the vulnerabilities of customers and forcibly entered homes to install equipment. 

Following this, a detailed investigation overseen by independent regulatory compliance consultancy, Promontory Financial Services was commissioned.

The investigation found evidence that, in a small number of cases, things have gone wrong, or the company could have acted differently. As a result, some customers did not receive the highest levels of service that they rightly expect, and that British Gas aspires to deliver.

Thus, British Gas is permanently ceasing all warrant activity with the third-party contractor and bringing this work in-house, giving British Gas more direct oversight of the process and ensuring agents benefit from training directly from British Gas.

The third-party contractor in question, Arvato Financial Solutions, have announced that they plan to cease all in-person debt collection services.

A spokesperson for Arvato Financial Solutions told Credit Strategy: “Throughout the investigations into this matter, we have seen countless examples of our people doing all they can to support customers in need and treat people with respect. Alongside this, there are of course lessons that have and will continue to be learned by all parties involved.

“This process has also given us an opportunity to work with our energy company customers to identify the best route forward that serves both their needs and the needs of their customers, as well as what is most suitable for us as a business.

“We have now taken the decision that we will no longer provide in-person debt collection services, regardless of whether or not such activity recommences. We are working closely with British Gas and our other customers to minimise the impact on our employees and to help identify other employment opportunities."