A collections audit trail that proves you treated customers fairly
Flexys records every change, update, interaction and result as an event, so every account carries an immutable record of what happened and why. When an auditor or a complaint asks you to show your working, it's already there.
Recorded as it happens, not reconstructed afterwards
Every change is an event
Nothing in Flexys can be changed without an event being recorded. Each event knows what caused it, what type it is, when it happened, who triggered it, and which customer or account it belongs to. The record isn't a log written alongside the work. It is the work.
Decisions record what was decided and why
When a decision table runs, Flexys generates a complete record of how each rule was tested. Where it matters, those explanations are written into events in the audit trail, so you can show a reviewer the reasoning behind an outcome, not just the outcome.
Vulnerability is assessed, reviewed and acted on
The vulnerability assessment form prompts an agent through questions to establish whether and how a customer's vulnerability might affect their ability to pay or communicate, and whether they may need help from a third party. A type and description are recorded, and the account moves to a vulnerability review worklist, where the assessment is checked and how the customer should be contacted and serviced is confirmed.
Exceptions stop the chasing
Breathing Space under the Debt Respite Scheme, an unresolved complaint, a deceased notification, a fraud report, an insolvency: record any of these and, by default, collections activity and communications stop and the account comes off the worklists until it's reviewed. The pause and the reason are part of the record. Once it's logged, nobody has to remember to stop the letters.
Consistent treatment, fewer complaints
25%
After new collections journeys went in at Water Plus, complaints about collections processes fell by 25%.
"Flexys is event-driven, so the amount of data you get out of it means it's really easy to produce whatever your regulator wants to see, quickly and simply."
Director of Transformation and Technology, Billing Finance
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See the audit trail on a live account
Book a demo and we'll walk through a real account history, from first missed payment to arrangement, with every step on the record.
Book a demoCollections compliance: common questions
What should collections compliance software do?
Record what happened on every account as it happens, apply your policy the same way each time, recognise when a customer is vulnerable and act on it, and stop collections activity when something changes. Then let you show all of that to a reviewer without reconstructing it afterwards. Software can evidence how you treated customers; whether your policies meet the Duty is a decision for your own compliance team.
What should a collections audit trail record?
Every customer contact across every channel, every payment arrangement and change to it, every hold, note and exception, and every automated decision along with the reasoning behind it. Each entry needs a timestamp and the user or process that created it. If any of that lives in a separate spreadsheet or inbox, the trail has a gap.
How does an audit trail support FCA Consumer Duty?
The Duty asks firms to deliver good outcomes and to be able to show they did. A record created at the moment of each action lets you evidence how a customer was treated, why a decision was taken, and whether vulnerability was recognised and acted on. Flexys is not a law firm, so take your own advice on how the Duty applies to you.
How does an audit trail help you find sludge practices?
Events can be streamed to a data warehouse for analysis, and standard reports break down how customers progress through self-service journeys. That shows you where people drop out or abandon an arrangement, which is what identifying and removing sludge practices under the Consumer Duty requires.