Re-engagement pricing
Turn frozen acquisition cost back into billable claims
Since the Supreme Court's August 2025 ruling and the FCA redress scheme that followed, you can no longer simply re-paper a Letter of Authority: CMCOB 4.3.1R(1A) now requires a signed, standalone acknowledgement, in a durable medium, that your client knows they can claim for free and still chooses to instruct you. We build that acknowledgement into every refreshed authority, timestamped in the audit vault, so the book you recover is one you can rely on.
The re-contact paradox
Stricter requirements now demand a fresh Letter of Authority before a claim can move, turning a book you already own into an operational bottleneck. In July 2025 the SRA and FCA jointly warned this market on four points: misleading marketing, failing to flag the free redress route, unclear fees, and unclear cancellation terms. The pressure is not just to re-engage, but to re-engage cleanly.
Firms are left with two poor options. They pull skilled handlers off active processing to make chase calls, or they rely on basic email blasts and watch most of their paid acquisition walk away. Glideflo is built around exactly what the regulators flagged.
Try the model
The Glideflo solution
Multi-channel outreach
Automated text messages, targeted email sequences and optional UK telephony callers work together to re-engage cold contacts and bring back their authority.
Three flexible tiers
Choose Digital only, Balanced or High Touch, matched to how your particular book behaves. You can model all three side by side before you commit to anything.
Audit-ready vault
Timestamped IP logs, digital certificates and encrypted consent archives, held for six years to ICO, FCA and SRA standards. The same record evidences the free-route acknowledgement and the work done on each case, so the authority you collect stays enforceable and your fees stay defensible.
Who we are
We offer technology to Claims Management Companies to maximise the revenue from their existing portfolio and cross sell other appropriate products and claim types to their customers.
The revenue opportunity
Focused handlers
Your case teams stay dedicated to processing active claims and generating fees. Glideflo runs alongside your existing workflow rather than competing with it for people.
Recovered acquisition cost
Unsubmitted records become billable settlements again, so the money you already spent acquiring the book starts working a second time.
Transparent pricing
You see the delivery cost and the margin on every campaign. Move the sliders on the next page and the whole quote recalculates in front of you.
Ready to benchmark your book?
Law firms and claims management companies have spent millions acquiring PCP motor finance back books. Glideflo re-engages those cold contacts and refreshes their Letters of Authority, without pulling a single case handler off active work.
Design your re-engagement campaign
Every round
| Round | Day | Week | Touch | Rate | Responses | Running | Invoiced | Cumulative |
|---|
Estimated responses are illustrative, not a guarantee. We stand behind the quality of every message we send, but actual outcomes depend on the quality, completeness and consent of the data you provide. The rate column shows the share of your whole book expected to respond in each round. The invoiced column includes our margin, applied in line with the margin ladder on the Your price page.
Our carefully calibrated communication strategy is designed to maximise client touch points within PECR and other relevant guidelines, and is based on real world successful customer outreach campaigns using our own communication templates timed in line with our campaign strategy which is outlined above.
For customers that you have identified as vulnerable, a variant of the strategy is available that uses alternative templates designed to meet their specific needs.
We are happy to work with you to customise or modify both the communication frequency and the content of messages, and tailor them to your specific needs.
What you get, and how you get it
Live dashboard
Watch the campaign as it runs. Responses, spend and every signed authority appear in your dashboard in real time.
Full export
Download everything. Each case exports as the signed authority, the free route acknowledgement and its audit certificate, one at a time or in bulk.
Straight into your system
Standard connectors and webhooks are included, so signed authorities can flow directly into your existing CRM. Anything bespoke is passed through at cost, like everything else.
Compare the three tiers
| Tier | Reach | Responses | Delivery cost | Margin | Your invoice | Per response | Agents |
|---|
How you pay
Pay as you go
Each round is quoted before it fires and fires once it is funded. You are never exposed beyond what you have already approved, and neither are we. Priced at the published mark-up.
A month in advance
Fund the coming month in one payment and we take two points off the mark-up in every tranche.
Paid up front
Pay the campaign in full up front and we take five points off the mark-up in every tranche. The mark-up never falls below ten percent.
If a round is not funded the campaign pauses, and a pause of more than fourteen days closes the campaign out. Any unspent balance is repayable at any time, less a £100 administration fee. You can also leave it on account for any future Glideflo service and we will add ten percent to it.
Your invoice
Your invoice
Where our margin sits
On this configuration, of the delivery cost is charged per response. The signature, compute, archive and bandwidth lines only exist once a customer actually signs, so if responses come in below the model, those costs are never incurred and the invoice falls with them.
Payment schedule
| Payment | Due | Covers | Amount | Running total |
|---|
How the price is built
We pass through cost
Every text message, email and connected minute is charged at what it actually costs us to deliver. Those rates are published on the rate card, and you can verify most of them independently.
We add our margin
We add a published mark-up on top of that cost. It starts at 35% and comes down as your spend with us grows. It is a schedule rather than a negotiation, and it is the same for every client.
That is the invoice
Your invoice carries two lines: what the campaign cost to deliver, and what we added. There is nothing else on it, no set-up charge, no platform fee and no minimum spend.
Margin ladder
| Tranche | Invoiced spend from | Invoiced spend to | Mark-up | Cost priced here | Margin |
|---|
Where the money goes
Why we publish this: developing our relationship
Carrier rates for text and email are published openly, wages in South Wales are a matter of public record, and employer national insurance and pension contributions are set by government. You could rebuild most of this table yourself.
There is therefore no advantage in hiding any of it, and a real advantage in not pretending. We would far rather discuss whether our costs are right than argue about whether our price is fair. If you believe any line here is wrong, bring us a supplier quote and we will happily compare.
We pay the Real Living Wage of £13.45 an hour rather than the statutory minimum of £12.71. That adds slightly to the cost of every minute, and we believe it is the right way to run a contact centre.
Rate card
What we pay, passed through at cost
Please note that these rates reflect our current supplier costs, so final pricing may be adjusted if those underlying costs change. We will give you advance notice in the unlikely event this happens prior to the next stated review period. SMS rates are per message of up to 160 characters, and our templates are built to fit a single message.
How the agent minute is built
Delivery assumptions
What these assumptions mean
You are charged for connected minutes only. The time our agents spend dialling, reaching voicemail and completing call wrap-up is absorbed in the utilisation figure, which is why the minute rate is set where it is. We plan on five talk minutes per connected call, and you can move that assumption yourself to see what it does to the quote.
The connect rate above follows the book quality you have stated. A recently engaged book answers the phone far more often than a cold one does. Because you are only charged for the calls that connect, a colder book costs less to call and also delivers less from being called.
The Digital only tier holds 20MB per case, which covers the signed authority and the identity documents. The tiers that include telephony hold 200MB per case, because every call is recorded for compliance and those recordings account for most of the storage. The allowance is an average across the whole book, and it includes recordings of calls to customers who never responded.
Built for your compliance team
This page is for the people who have to sign the engagement off. It sets out how we keep a high-volume re-engagement lawful, secure and auditable, and where our responsibility ends and yours begins.
The four warnings, answered
Misleading marketing
Every template is approved by your compliance team before go-live, each message identifies your firm and the specific claim it concerns, and the vault records exactly what was sent to whom.
Failing to flag the free route
A signed, standalone acknowledgement that the customer knows they can claim for free, captured in a durable medium in line with CMCOB 4.3.1R(1A), before any authority is refreshed.
Unclear fees
Fee terms remain yours under the retainer. The signing journey presents your client care terms at the point of signature, and the vault records exactly what the customer saw before they signed.
Unclear cancellation
Every message carries a one-click STOP, opt-outs are permanent across every channel, and nothing in the journey obstructs a customer who chooses to cancel or to go direct.
Lawful basis and controls
PECR and UK GDPR
We treat re-executing a Letter of Authority on a live claim as servicing, not direct marketing. Our position is that the basis is legitimate interests under UK GDPR Article 6(1)(f), with these treated as servicing notifications rather than marketing under PECR regulation 22, which keeps the exercise defensible at volume and consistent with Consumer Duty. This is our reasoned position rather than legal advice, and as controller you should satisfy yourself of it.
The controls that make it work
Two controls are built in and cannot be switched off: quiet hours from 09:00 to 20:00 UK time, and a one-click STOP on every message. An opt-out suppresses the customer across every channel at once, permanently, and it carries into any future campaign.
Data protection and security
Our role, and where the data lives
We act as your data processor, handling the data you provide only on your documented instructions; you remain the controller, and a Data Processing Agreement forms part of every engagement. It is hosted in the UK, encrypted in transit and at rest, restricted to the staff running your campaign, and never used to train models, sold, or shared beyond the sub-processors below.
Retention, sub-processors and breach
Retention follows your instruction: consent and audit records are held for six years to keep the authority evidenced, while the contact data is returned or securely deleted on completion. Any personal-data breach affecting your records is notified to you without undue delay, so you can meet your own reporting duties. Any subject access request we receive is passed to you promptly, and we support your response with the records held in the vault.
Operational controls
Frequency and duration
Volume attracts complaints even where the basis is sound, so quiet hours and one-click STOP are what make a defensible cadence possible, calibrated to your book. On length, the basis rests on a reasonable expectation of contact that is strongest on a recently worked book and weakens as the gap grows, so a nine-week programme is straightforward to justify while a longer one needs the cases still live at the final contact and tighter suppression.
Vulnerable customers
Records you have flagged as vulnerable are routed to a variant of the strategy with alternative templates designed for their needs, and before any contact we suppress against bereavement, insolvency and complaints already settled elsewhere.
The consent artefact
Simple electronic signature, by design
We capture an electronic signature with a timestamped audit trail in full compliance with Section 7 of the Electronic Communications Act 2000 and the retained UK eIDAS Regulation, giving it full legal effect. The process is clear, simple and transparent to the end user. Our technology meets all requisite legal requirements as well as CMCOB 4.3.1R(1A), resulting in a signed acknowledgement in a durable medium, at around 22p a signature.
Free-route acknowledgement, and the vault
Because the redress scheme is free to use directly, we capture a signed, standalone acknowledgement in a durable medium, in line with CMCOB 4.3.1R(1A), that the customer knows this and still chooses to instruct you before the authority is refreshed. Every acknowledgement, signature and opt-out is timestamped and exportable for your own audit, an SRA enquiry or a complaint.
Shared responsibility
You keep, as controller
- The retainer, client-care terms and fee disclosure.
- The decision to pursue each claim, and your regulatory permissions.
- Assessing and documenting the lawful basis you rely on.
- Your own obligations to the FCA, SRA and ICO.
We provide, as processor
- Delivery across SMS, email and optional telephony.
- Capture of consent and the free-route acknowledgement.
- Suppression, quiet hours and cross-channel opt-out handling.
- The timestamped audit trail and secure UK hosting under the DPA.
Compliance questions?
We are happy to share our compliance pack, the Data Processing Agreement, a security overview and our current sub-processor list, for your COLP or DPO to review.