Capita has secured a three-year contract extension worth £33 million with a leading UK financial services provider, reinforcing its role in delivering critical contact centre services. The renewed agreement, which begins in January 2026, covers early life collections, inbound customer queries, complaint handling and outbound customer services across multiple channels.

The extension builds on a decade-long relationship between Capita and the client, highlighting the company’s capability to deliver consistent, high-quality customer support. By providing tailored assistance to vulnerable customers, Capita aims to support clients in achieving positive financial outcomes while maintaining operational efficiency across all touchpoints.

Corinne Ripoche, CEO of Capita Experience, emphasised that the renewal is a clear endorsement of the company’s customer service standards. She noted that the partnership demonstrates Capita’s commitment to both service continuity and long-term value creation, ensuring clients receive seamless support while strengthening trust and satisfaction.

Operationally, the contract will allow Capita to continue optimising service delivery through its multi-channel contact centre capabilities. These include managing complex inbound and outbound workflows, resolving complaints effectively, and ensuring early intervention in collections processes. The framework approach allows for flexible, scalable service delivery without an IFRS 15 transaction price or formal order book, reflecting the adaptable nature of the partnership.

The contract renewal positions Capita to consolidate its market presence in financial services, leveraging its experience to improve customer outcomes and operational efficiency. It underscores the value of strategic partnerships in enabling companies to meet evolving client expectations, particularly in sectors where high-quality service is critical.

Discover how Capita is strengthening service delivery and building long-term client partnerships across the financial services sector.