Key Points
- Flexys has announced a technology partnership with The Very Group to improve support for customers experiencing payment difficulties.
- The partnership will introduce technology providing The Very Group’s teams with a real-time, comprehensive view of individual customer circumstances.
- The software is intended to help customer support teams make informed decisions and offer appropriate, affordable payment options.
- Flexys will provide affordability tools to help establish repayment arrangements that customers can realistically maintain.
- The technology will bring customer information together in one environment for advisers and strategy teams.
- Automation will handle routine processes, allowing advisers to devote more time to customers requiring additional assistance.
- Real-time reporting will help The Very Group monitor the effectiveness of its customer support operations.
- The software has been designed with the Financial Conduct Authority’s (FCA) Consumer Duty in mind.
- James Hill, Chief Executive Officer of Flexys, said the partnership reflects the company’s commitment to improving personalised customer support through technology.
- The announcement was published on 6 November 2026, with additional coverage from The Paypers by Claudia Pincovski.
Flexys has partnered with The Very Group to introduce customer support technology aimed at improving how the UK retailer assists customers who fall behind on payments. Announced on 6 November 2026, the agreement will bring together real-time customer information, affordability tools, automated processes and reporting capabilities to help support teams understand individual financial circumstances and identify appropriate repayment options. The technology is intended to strengthen the way The Very Group responds to customers experiencing financial difficulty while supporting its responsibilities under the Financial Conduct Authority’s Consumer Duty.
What Does the Flexys Partnership with The Very Group Involve?
As reported by Credit Connect in its article, Flexys Announces Customer Support Technology Partnership with The Very Group, published on 6 November 2026, the agreement involves introducing Flexys technology into The Very Group’s customer support operations, particularly for customers who experience difficulties keeping up with payments.
Flexys provides technology designed to support customers who are in arrears or experiencing financial difficulties. Its software is intended to help financial services providers understand customer circumstances and deliver appropriate assistance.
The partnership will give The Very Group’s teams access to a real-time, comprehensive view of each customer’s situation. This is intended to support more informed decisions and allow advisers to consider individual circumstances when discussing available payment arrangements.
The announcement focuses on improving the support provided to customers who have fallen behind on payments rather than simply managing outstanding balances. The technology is designed to help teams identify suitable and affordable options and provide assistance at an appropriate time.
Additional information was published by Claudia Pincovski of The Paypers on 6 November 2026. Her report, titled Flexys Partners with The Very Group on Arrears Management Software, provides further detail about the system’s functionality, including its affordability tools, centralised customer information, automation and reporting capabilities.
How Will the New Technology Improve Customer Support?
A central element of the partnership is the ability to give The Very Group’s advisers a more complete understanding of individual customer circumstances.
When customers experience payment difficulties, their financial situations can differ considerably. A repayment arrangement that may be manageable for one person might not be suitable for another. Access to more comprehensive and current information can therefore help support teams consider individual situations before discussing possible solutions.
According to Credit Connect, the software will provide The Very Group’s teams with a real-time, complete view of each customer’s situation. This is intended to help advisers make more informed decisions, respond to individual circumstances and offer suitable, affordable options.
The additional coverage published by Claudia Pincovski in The Paypers explains that the system will bring customer account information together in one environment. This will allow advisers and strategy teams to access the information they need to understand the wider customer situation and take appropriate action.
Having information available in a centralised environment could also support more consistent interactions between different teams. Rather than relying on disconnected information, advisers will have a clearer picture when considering how to assist customers.
The partnership therefore places particular emphasis on the relationship between technology, customer information and the quality of support provided during financial difficulty.
What Features Will Flexys Provide to The Very Group?
According to Flexys’s own announcement, published on 6 November 2026, the partnership will introduce several capabilities designed to strengthen customer support and arrears management.
How Will Real-Time Customer Information Help Advisers?
The technology will provide a complete, real-time view of each customer’s account. This will help The Very Group’s teams understand individual circumstances and consider relevant information when deciding how to respond.
The availability of more comprehensive information is intended to help advisers move beyond a general approach to payment difficulties and consider solutions that reflect individual customer situations.
How Will the Affordability Tools Support Repayment Arrangements?
Another important feature is the inclusion of built-in affordability tools.
As explained in the additional coverage by Claudia Pincovski of The Paypers, these tools are intended to help establish repayment plans that customers can realistically sustain.
Affordability is particularly important when dealing with customers experiencing financial difficulties. A repayment arrangement that does not reflect a person’s financial circumstances could create further pressure rather than provide a practical route towards resolving outstanding payments.
By incorporating affordability tools into the software, Flexys aims to help The Very Group’s teams consider whether proposed repayment arrangements are manageable for individual customers.
Why Is Automation Part of the Partnership?
The technology will also include automation to manage routine processes.
According to The Paypers report, automating these steps is intended to free advisers to spend more time supporting customers who require additional assistance.
This approach separates routine administrative activities from interactions that may require greater attention and consideration. It could allow customer support teams to allocate their time more effectively while maintaining attention on customers facing more complex financial circumstances.
The announcement does not specify the precise automated processes or provide figures for expected reductions in processing times. However, the stated objective is to make routine work more efficient and give advisers greater capacity to focus on customers who need additional support.
How Will Real-Time Reporting Help The Very Group?
The partnership will also provide reporting based on real-time data.
According to Flexys, this capability will allow the business to assess how effectively customers experiencing financial difficulties are being supported.
Access to reporting can help organisations understand the performance of their customer support operations and identify areas that may require attention. In this partnership, the reporting functionality is intended to provide The Very Group with greater visibility of customer support outcomes.
Together, these features form the main technology components announced as part of the agreement.
Why Does the Partnership Refer to the FCA Consumer Duty?
The Financial Conduct Authority’s Consumer Duty is an important consideration in the partnership.
Credit Connect reported that Flexys’s software has been designed with Consumer Duty in mind, helping The Very Group evidence that it delivers good outcomes for customers who find themselves in financial difficulty.
The FCA’s Consumer Duty establishes standards for how regulated financial services firms should treat retail customers. According to the regulator’s official explanation, firms are expected to act in ways that deliver good outcomes, treat customers fairly, avoid foreseeable harm and provide effective support.
The FCA also provides guidance on customers experiencing financial difficulty. Its guidance highlights the importance of appropriate support that reflects customer needs and circumstances, together with clear information about available options.
For businesses providing credit and flexible payment arrangements, customer support processes are therefore an important operational consideration.
The Flexys partnership is intended to give The Very Group technology that supports a more informed approach to customers who fall behind on payments. Its real-time information, affordability tools and reporting capabilities are relevant to this objective.
However, the announcement does not establish that the new software guarantees regulatory compliance or that the FCA has approved the system. Rather, Flexys describes the technology as being designed with Consumer Duty in mind and intended to help The Very Group evidence good customer outcomes.
What Did Flexys CEO James Hill Say About the Partnership?
James Hill, Chief Executive Officer of Flexys, commented on the agreement and explained the company’s objectives behind the partnership.
As reported by Credit Connect, James Hill said:
“Our partnership with The Very Group reflects our commitment to helping financial services providers deliver more effective, personalised customer support through technology. Our software is designed to make it easier to understand individual circumstances, provide appropriate support and give customers greater flexibility in how they manage their finances.”
His statement highlights three central aspects of the partnership: understanding individual customer circumstances, providing appropriate assistance and giving customers greater flexibility when managing their finances.
Hill’s comments also position the agreement within Flexys’s wider focus on using technology to support financial services providers.
The partnership demonstrates how software providers can work with organisations offering flexible payment arrangements to improve the systems used to manage customer support and payment difficulties.
What Is The Very Group’s Business and Customer Offering?
The Very Group is a UK digital retail business combining online shopping with flexible payment options.
According to the company’s official website, its retail operations include the Very and Littlewoods brands, offering products across areas such as fashion, electrical goods and home products.
The company states that it brings together more than 2,000 brands and serves millions of customers across the UK and Ireland.
Its flexible payment offering is provided through the Very Pay platform, which is regulated by the Financial Conduct Authority. These payment options are intended to help customers manage their household budgets when purchasing products.
The combination of online retail and flexible payments makes customer support an important part of its operations. Customers using payment facilities may require assistance when their financial circumstances change, or they experience difficulties meeting payment commitments.
The partnership with Flexys is specifically concerned with improving the technology used to support customers who fall behind on payments.
The agreement therefore relates to an important part of the relationship between The Very Group’s retail operations and its flexible payment services.
How Could the Partnership Affect Customers Experiencing Financial Difficulty?
The principal intended benefit is to help The Very Group provide support that better reflects individual customer circumstances.
Customers experiencing financial difficulty may require different forms of assistance depending on their financial position and ability to meet payment commitments.
The software’s real-time customer information and affordability tools are designed to help advisers consider these differences when discussing repayment options.
The centralised system could also help teams access relevant account information more efficiently. Meanwhile, automation is intended to reduce the time advisers spend on routine processes, allowing them to concentrate on customers who need additional attention.
Another important element is the reporting functionality. By providing information about how customers are being supported, the system is intended to give The Very Group greater visibility into its customer support operations.
These capabilities could contribute to a more structured approach to managing payment difficulties. However, the announcement does not provide measurable customer outcome improvements, implementation dates, financial terms, or projected savings. Any assessment of the partnership’s actual impact will therefore depend on its implementation and subsequent performance.
What Does the Flexys Agreement Mean for Technology-Led Customer Service?
The partnership highlights the growing operational role of technology in customer support, particularly in areas involving payment management and financial difficulty.
For organisations handling large volumes of customer accounts, having access to accurate and current information can help support more informed decisions.
Technology that combines account information, affordability assessments, automation and reporting can also help businesses organise their support processes more effectively.
In this agreement, Flexys is providing the software capabilities while The Very Group is seeking to strengthen the systems used by its teams to assist customers who fall behind on payments.
The arrangement also illustrates the importance of combining technological efficiency with appropriate human support. Although automation will handle routine steps, the stated intention is to give advisers more time to assist customers who need additional help.
This distinction is significant because effective customer service involves more than processing information quickly. It also requires businesses to understand individual circumstances, communicate suitable options and provide support that reflects customer needs.
These operational priorities are closely connected with Customer Service, particularly in relation to customer support management, service delivery, customer interactions and the use of technology to improve service processes.
What Happens Next for the Flexys and The Very Group Partnership?
The announcement confirms the partnership and outlines the technology capabilities Flexys will provide. However, neither Credit Connect nor the additional coverage published by The Paypers specifies a detailed implementation timetable, the financial value of the agreement, or a projected number of customers expected to benefit.
The announcement also does not disclose whether the software will be introduced across all relevant customer support operations immediately or through a phased implementation.
The practical impact will depend on how the technology is integrated into The Very Group’s existing operations and how effectively its teams use the available information and tools.
For Flexys, the agreement represents a partnership with a major digital retail and flexible payment business. For The Very Group, it represents an investment in the technology used to assist customers who encounter difficulties meeting payment commitments.
The central objective is to improve the way customer circumstances are understood and supported through real-time information, affordability tools, automation and reporting.
The partnership, announced on 6 November 2026, places customer support technology and affordability at the centre of the companies’ approach to managing payment difficulties.