Documentation Downloads

Please find below our current policy documents...

ISO 9001:2015 : View our latest certificate of compliance.

ISO 27001:2013 : View our latest certificate of compliance.

Privacy Policy : Download and read our full privacy policy.

Complaints Procedure : Fully explained process document.

PCI Security Status : Our latest results from Security Metrics.

CSA Code Of Practice (2014) : The Credit Services Association's Code Of Practice

ICS - your all-encompassing business partner:

We are a UK leader in outsourced customer experience management.

ICS already connects some of the most respected brands with their customers by providing Debt Recovery & Ledger Management services, CRM, back-office and other specialised services to ensure consistently positive customer interaction. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand.

By attracting and retaining the best people we provide the best working environment to inspire our teams. We know happy employees are more engaged to make a better experience that drives higher customer satisfaction, retention, but overall deliver results.

Integrated Contact Solutions Ltd is authorised and regulated by the
Financial Conduct Authority with firm reference number: 754982

Credit Services Association UK SecurityMetrics Credit Card Safe ISO9001:2015 ISO27001:2013

At ICS we offer a full range of debt recovery services, including:

Consumer & Commercial Recoveries (No Collection - No Fee Basis).
Account rehabilitation.
Tracing capabilities.
Bespoke telephone IVR capabilities providing a seamless customer journey.
Customer web portal functionality including online chat.
Realtime client reporting allowing access online 24/7/365.

We have gained our reputation in the industry because our staff are trained to the highest standards, in the relevant areas of expertise. We offer nationwide coverage and our proven and unique recovery process means that we have industry leading collection rates.

Using market leading collections systems we are able to offer a fully customised service tailored to individual client needs. All can be tailored to match your own branding should you require.

As we don't charge you fees if we don't collect, we are highly incentivised to collect on your outstanding accounts.
We simply charge commissionable rates which are agreed prior on monies collected.

An all-encompassing service operated under our clients name:

Early arrears and ledger management solutions designed around individual client requirements.
Account rehabilitation.
Fully functional and bespoke telephone IVR capabilities providing a seamless customer journey.
Web portal functionality including online chat.
PCI Compliant payment gateways.

Flexible contact center solutions:

You can count on ICS to deliver outstanding customer experiences at every single opportunity. It costs much more to try to acquire a new customer than to retain an existing one. That's why building long-lasting customer relationships is a priority for us.

ICS Express delivers an adaptable alternative for the typical CRM solution: we can quickly increase capacity, quality and performance without any additional capital expense or management overhead. It's the quickest, easiest and most cost-effective way to gain a competitive advantage through an improved customer experience platform. As we are able to offer end to end life cycle of the customer journey. From the initial call, to fully outsourced postal services, SMS Campaigns, payment gateways and online customer service interaction.

Key Points
Improved Customer Journey - Optimised customer service with top quality agents.
Financial Flexibility - Freedom from hidden setup costs and software investment.
Guaranteed Reliability & Flexibility - Superior systems and availability.
Above all - Quantifiable Results.

We provide the necessary resources and capabilities without incurring upfront investment costs, months of development and training time or risky technology implementation.

Utilising the very best in self-service technology:

Our cutting-edge PCI Compliant self-service portal allows customers to log into their account remotely, access account summaries, account activity, view documents and make payments, all from the comfort of their home computer or mobile device 24/7/365.

This service provides real-time account information directly from our leading database systems, whilst the bespoke technology safeguards assure only the account details assigned to the customer's login are accessible.

Ultimately a fully customisable service platform, offering as much or as little detail as required, based completely on client requirements.

If you currently have an account with IMFS, you may access the self-service portal here.

Did you know that webchat capabilities are proven to increase customer interaction by on average 20%?

Thank you for your interest in the services Integrated Contact Solutions can provide:

Please complete the information below if you wish to:

Obtain more information about our services and solution options.
Request a sales presentation or proposal.
Have ICS Ltd engage in the RFI/RFP process for opportunities within your company.

We are already servicing over 40,000 live accounts from numerous industries. Contact us to see how we can help improve your revenue streams whilst cutting your operational overhead charges. Please provide as much detail in your message that you are happy to share with us at this stage. A member of our sales team will reach out to you shortly.

 4100 Park Approach
 Thorpe Park
 LS15 8GB
 0113 350 3750


Thank you, we will contact you shortly.


Our core values:

Honesty - know your customer, earn their trust be it customers/clients/colleagues.

Excellence - strive to be/deliver the best in every situation. Celebrate success. Have fun, but get the job done.

Accountability - dedication and commitment leads to infinite potential. You can make it happen. If it's to be, it's up to me.

Respect - for yourself and everyone around you. Value relationships with your customer/clients/colleagues.

Teamwork - positive team who make a difference by sharing/showing kindness and compassion. We want to help.

Customer Service specialists with H.E.A.R.T.

ICS will continue to service our clients and their customers throughout the entirety of the customer journey. We will use our specialist expertise to ensure we achieve the best possible outcomes for your customers, and our clients.


We have detected that you are using a mobile device, please note that our full site experience is designed to work best when viewed from a desktop or laptop. From this mobile version you will be able to access our basic company information and contact details only.

Formed in 2016, we are a new generation Debt Collection & Ledger Management company born out of the 50 years combined knowledge our founding Directors have brought together from contact management, credit management and debt recovery sectors. Their vision is to create a partner who will continue to protect your brand and reputation, whilst continually exceeding your expectations.

We continue to invest in market leading systems, and quality assurance procedures. Specialising in both consumer and commercial debt recovery, providing a transparent service to all clients.

This has been possible by ensuring the very highest levels of integrity in managing customers who, for a variety of reasons, have fallen into financial difficulties. “TCF” is at the forefront of our minds at all times, so you can have peace of mind that all your customers will be dealt with in an empathic manner.

Our “H.E.A.R.T” standard means that our clients can be comfortable we will protect their reputation and brands.


Our registered address and contact details:

 4100 Park Approach
 Thorpe Park
 LS15 8GB
 0113 350 3750