The Consumer Helpline is delighted to announce a new ownership structure following a Buy-in Management Buy-out (BIMBO) funded by SME Capital. 

This is SME Capital’s first deal in Wales and will be providing The Consumer helpline with a bespoke funding package to support their ambitious growth plans. Great news for Swansea and the local economy.

The Consumer Helpline delivers award-winning customer experiences by combining data intelligence with technology, for both large businesses and end consumers via its outsourced services.

Formed in 2016 by Annette Jones and Lee Watson, the business works closely with clients to promote the unique value of their products and services to their customers. The Consumer Helpline have the people, technology, and expertise to help their clients produce outstanding results which empowers them to focus on what they do best.

Annette and Lee met with Depesh Nathwani back in 2018 over several award submissions and judging panel presentations. Recognising he was someone with the vision and experience to help them take the next step on their business growth journey, in 2020 they invited him to join the business and its Executive Board.

With the new funding now in place, The Consumer Helpline will be moving to a new 500 – 750 seat office location in Swansea in 2023, providing employees with a fast-paced and professional modern environment.

The Consumer Helpline forms the core of The TCH Group which is also establishing a presence in South Africa, allowing the business to provide an enhanced service for current and new clients.

The Buy-In Management Buy-Out (BIMBO) was achieved with a 5-year bespoke funding package. Depesh joins the Board as one of three principal owners, supported by two further non-executive Directors. The deal was structured by Iridium Corporate Services and owner Mervyn Ham has now joined the Board of Directors as Chairman. Peter Lynch, also joins as a non-executive Director bringing extensive contact centre industry experience.

Commenting on the deal, SME Capital Regional Director, Colin James, said: 

“Working with Depesh, Lee and Annette has been an absolute pleasure.  I look forward to supporting their plans for growth in 2023 in beyond.  I believe they have a great business and a fantastic market opportunity.  We are delighted to have completed our first deal in Wales and this is an important strategic step for the development of our business.”

Founders of The Consumer Helpline Lee Watson and Annette Jones added:   

“We are looking forward to moving into year 7 of our business with a stronger financial foundation with our newest Co-Owner and Managing Partner “Pesh”, and also two highly experienced non-executive Directors. With their support and vision, we know that exciting times are ahead for The Consumer Helpline. “

Managing Partner and Owner of The Consumer Helpline Depesh Nathwani said: 

“As a privately owned business, it was important that any funding was in line with our values and ethos. Finding a funder who typically tightly manages risk but has the business intelligence and entrepreneurial drive was fundamental in our decision process and SME Capital led this by a mile.  Our deal wasn’t a “standard out of the box” one, it was complex with moving parts and stakeholders.  We worked closely with Iridium Corporate Services and SME Capital who were accommodating and guided us through any bumps in the road. It feels like we have gained a valued partner who is there to support our business ambition. I wouldn’t hesitate in recommending SME Capital.”

About The Consumer Helpline, part of TCH Group 

The Consumer Helpline is an award-winning contact centre delivering outstanding service and is the partner of choice for your business. We work closely with you to identify your unique selling points, which in turn helps us tailor our approach to protect brand reputations and enhance your customers’ knowledge.

Since 2016 we have led by example. Our leadership team have a combined 70+ years of delivering and leading customer excellence experiences across a variety of business sectors. We have the people, technology, and expertise that can help produce outstanding results, empowering you to focus on what you do best.

Our culture provides you with caring employees who are ready to deliver an outstanding experience to your customers on any channel of choice. Trained to deliver service with quality, assurance and empathy at the heart of the conversation.