SOFIAH NICHOLE SALIVIO

News Editor

UK credit card balances returned to a record high in April, according to FICO’s latest market report, which also showed higher spending and lower repayments.

Average active balances rose 1.3% from the previous month to £1,950, matching the peak last seen in December 2025. Spending increased 10% month on month to an average of £815, which FICO linked to typical Easter behaviour.

The data also pointed to mounting pressure on household finances. The proportion of overall balances repaid fell 1.4% month on month to 32.6%, a third straight monthly decline that brought it closer to the pre-pandemic average of 30%.

Missed payments worsened across several categories. The percentage of customers missing two payments rose 1.9% from March and 16.3% from a year earlier, while the share missing three payments increased 6.2% month on month and 17.3% year on year.

The three-missed-payment category was the weakest in annual terms across the delinquency measures covered in the report. Balances on accounts with missed payments were higher across all delinquency categories than in the same month last year.

Accounts with one missed payment showed a small monthly improvement after a spike in March, but remained 4.9% higher than a year earlier. Customers missing a payment for the first time were also carrying larger debts, with the average balance on those accounts up 6.7% year on year to £2,480.

Average balances also rose for more serious arrears. Accounts with two missed payments carried an average balance of £2,855, up 0.5% on the year, while those with three missed payments reached £3,325, up 3.4%.

Affordability strain

Another sign of pressure came from overlimit borrowing. The number of accounts exceeding their credit limit rose 14.1% month on month and 4.6% year on year.

Average overlimit spending stood at £95. That was down 5.9% from March, but still 5.5% above the level recorded a year earlier.

The April figures suggest consumers were adding to debt even as payment behaviour weakened. That contrasts with improvements seen during 2025 in the share of customers missing payments.

Banks and card issuers are likely to watch the findings closely as they assess signs of financial stress among borrowers. While spending increased in April, the monthly growth was not enough to move above 2025 levels, suggesting the uplift may have been seasonal rather than a sign of stronger finances.

The report draws on data shared with subscribers to FICO’s Benchmark Reporting Service. The sample comes from client reports generated by the company’s TRIAD Customer Manager system, which is used by about 80% of UK card issuers, according to FICO.

In its assessment, FICO pointed to a combination of persistent inflation and volatility in global energy prices as factors weighing on household budgets. It said the rise in spending, combined with weaker repayment rates, had pushed more customers into arrears and above their credit limits.

That leaves lenders facing a more difficult consumer credit picture after a period in which some indicators had improved. April’s rise in balances and deterioration in later-stage missed payments suggest pressure is becoming more entrenched among some cardholders, especially those already carrying larger debts.

FICO said: “April 2026 presents a mixed but broadly concerning picture for lenders. With consumer spending rising, but repayments falling, more customers have fallen into arrears and gone over their credit limit. The monthly growth in spending does not go far enough to rise above 2025 levels, suggesting that any improvements are likely to be seasonal rather than a sign of stronger financial health. And with average balances now matching the record high from December 2025, it is clear that consumers are carrying more debt in 2026.”

SOFIAH NICHOLE SALIVIO

News Editor

3PL has appointed Ryan Walker as Head of Customer Experience, marking his return to the business.

The newly created role at the Wigan-based logistics and fulfilment company reflects a stronger focus on its existing customer base following changes to service delivery and technology across the organisation.

Walker will oversee the customer journey across all touchpoints, with responsibility for customer engagement and alignment between operational teams. He will also work to bring people, processes and technology closer together as the company reshapes how it supports clients.

Based in Greater Manchester, 3PL provides outsourced fulfilment services for retailers and brands in the UK and overseas. Founded in 2006, the business operates in third-party logistics, serving direct-to-consumer and multichannel retail customers.

Customer focus

The new post signals a shift towards dedicated leadership oversight of customer experience. It forms part of a wider strategy to improve service through investment in staff and systems.

The move comes amid intense competition in outsourced fulfilment, with logistics providers under pressure to offer reliable delivery, clear visibility over orders and stock, and stronger support for brands selling across multiple channels.

3PL has developed its own technology platform, 3PL Fusion, to give customers oversight of operations. Alongside this, the company runs two main service lines: 3PL Direct for direct-to-consumer fulfilment and 3PL Flex for retailers with more complex business-to-business and direct-to-consumer requirements.

Walker’s remit includes finding ways to improve each stage of the customer journey while ensuring customer needs remain part of decision-making across the business. His appointment is tied to the company’s next phase of growth as it expands services and refines operations.

Ian Walker, Founder and Group Chief Executive Officer of 3PL, said: “I’m delighted to welcome Ryan back to the business at an exciting time for everyone associated with 3PL. As we continue to invest in our people, technology and customer proposition, the creation of this role demonstrates our commitment to delivering an exceptional experience for every customer we serve.”

“With a proven pedigree in this space, Ryan brings energy, creativity and a customer-centric mindset that aligns perfectly with our values and ambitions. His appointment will play an important role in supporting the next phase of our growth, strengthening the 3PL brand as we continue to innovate within the fulfilment and logistics sector and enhance the experience we deliver to our customers.”

Growth phase

3PL presented the appointment as part of a broader effort to strengthen service quality while adapting to changing customer expectations. For fulfilment operators, that often means balancing warehouse efficiency with faster response times, tighter integration between systems and staff, and clearer communication with clients selling across websites, marketplaces and wholesale channels.

In that context, customer experience roles have become more prominent across logistics and supply chain businesses, particularly where providers are trying to stand out through service rather than price alone. A dedicated executive focused on the customer journey can also help reduce friction between commercial, operational and technology teams.

For 3PL, the return of a former employee in a new senior role suggests the company sees value in combining institutional knowledge with a sharper service agenda. It did not disclose how long Walker previously worked at the business, but said he returns with experience in the field.

Ryan Walker said: “I’m incredibly proud to be rejoining the business and taking on this new challenge. 3PL has built a solid reputation for great service, innovation and lasting partnerships, and I am excited to help shape the next chapter of the customer experience strategy.

“My focus will be on listening to our customers, supporting our teams and identifying opportunities to enhance every stage of the customer journey. I look forward to working closely with colleagues across the business as we continue to build on the strong foundations already in place.”

The role is intended to help ensure customers remain central to decision-making as 3PL develops its operations, service model and technology platform.

Voco Oxford Thames has reported a wave of last-minute bookings from nearby residents seeking relief from the ongoing UK heatwave, with air conditioning as the main attraction.

During the last heatwave in May, the hotel picked up more than 15 room nights in a single day from people desperate to escape the heat.

Logesh Waran, hotel manager at voco Oxford Thames, said: “The hotel’s phones have been ringing off the hook with people asking one very specific question: do the rooms have air conditioning?

“The answer – yes, in every single room – was enough to convince more than a few callers to pack a bag.”

The hospitality trend extended beyond overnight stays, with voco Oxford Spires reporting a 168 per cent rise in cocktail sales and a 68.5 per cent increase in overall beverage revenue compared with the previous week during the last heatwave.

Dennis Pisarenco, director of operations at voco Oxford Spires, said: “Last month the heatwave created a fantastic atmosphere with guests making the most of our terrace, gardens and outdoor dining spaces so we’re expecting the same this week.”

Guests also appear to be making the most of the summer weather, with the Cotswolds Collins and Golden Apple cocktails proving particularly popular.