Veterinary Group - Branded Dunning & Debt Recovery
Supporting a Leading UK Veterinary Group with Scalable Consumer Recovery
Summary
A 25 year partnership, providing a fully integrated branded credit control and debt recovery service to a leading UK veterinary group
The Organisation
One of the UK’s largest veterinary groups, operating more than 100 practices nationwide, providing emergency and routine pet care services
Cases referred
92,000
2016 - 2026
The Challenge
Veterinary debt recovery presents unique challenges. As a leading provider of both routine and emergency veterinary care, the group's primary focus is always the welfare of the animal. In emergency situations, treatment cannot be delayed or refused, even when payment arrangements have not been agreed in advance. While this commitment is central to patient care and client trust, it can inevitably result in unpaid balances.
Alongside these challenges, the group needed to manage a high volume of lower-value accounts efficiently, maintain healthy cash flow across more than 100 practices, and protect the strong community relationships that underpin its reputation.
Success Rate to Date
90%
The difference made:
To support the client's objectives, Controlaccount implemented a structured credit life cycle model designed to improve engagement at every stage of the customer journey.
The approach combined client-branded reminder calls, a branded 45-day two letter dunning programme, and a seamless transition into regulated debt recovery for unresolved accounts.
Customers were engaged through multiple communication channels, with access to a secure online payment portal and flexible payment plan options. Full visibility of account activity and performance was provided through ClientWeb, enabling central finance teams to monitor progress in real time.
This integrated approach allowed earlier intervention, improved customer engagement and reduced the administrative burden placed on individual practices.
Controlaccount also provided:
- Ethical and sensitive communication
- Data cleansing and trace services
- Branded dunning letters and outbound calling
- Monthly and weekly reporting and analysis across individual accounts, debt type and overall performance
- A technology driven service for all parties including online payment and query channels for subjects through ControlMyAccount
- Full transparency on all cases and reporting via ClientWeb
What they said
The client highlighted Controlaccount's ability to operate as a natural extension of their existing finance and credit control functions. They valued our understanding of the unique challenges faced within the veterinary sector, our ability to engage sensitively with customers and our commitment to protecting their brand and reputation throughout the recovery process. Our long-standing partnership, sector expertise and collaborative approach continue to provide confidence that outstanding balances can be recovered without compromising customer relationships.
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