MALG CEO Bob Winnington is joined at the studio in London by Natalie Bunyer, Sales Director at debt collection agency ARC (Europe). Formerly Managing Director of Global Debt Recovery Limited, Natalie has built an impressive career in the credit and collections sector, with a particular focus on people, culture, and continuous improvement. She’s passionate about driving change in the industry through better training, development, and collaboration. From tracing and collections to navigating the complexities of FCA compliance, she has developed a wealth of knowledge that allows her to deliver innovative solutions and exceptional results. Natalie became a Fellow of the Chartered Institute of Credit Management (CICM) in 2022 and then joined its Board in 2023 before being appointed to its Advisory Council as a Consumer Credit Representative in 2024. In this capacity she supports the Institute’s mission to promote excellence and plays an important role in shaping the future of responsible credit management across the UK. She also recently joined a Cross-Government Debt Group focused on ‘Fairness Innovation’ as a key voice from the regulated debt collection space. At the core of Natalie’s approach to collections is trust, openness, and a commitment to the highest professional standards. This is why she feels strongly that Buy Now Pay Later (BNPL) lending is in urgent need of a regulatory framework, particularly when it comes to affordability and complaints handling. She talks to Bob about this – and more – in this insightful chat.