From Data to Change — What We Learned from Listening to People Talk About CCJ Satisfactions

When we look at Registry Trust’s data, we see hundreds of thousands of people each year receiving County Court Judgments (CCJs). Many will work hard to pay them off, often under significant financial and emotional strain. Yet our records show that a surprisingly low proportion – only about 12% - go on to have those judgments marked as satisfied. Whilst many will remain unsatisfied because people just don’t have the money, we suspected there must be more to it – especially as a satisfied judgment, although still on the Register for the statutory six years, could make a difference to credit scores.

What might be going on?

In theory, the satisfaction process is straightforward: once you’ve paid in full, you can apply to the court to have the judgment marked as satisfied on the public Register. But lived experience tells a different story - one where confusion, outdated processes, and emotional barriers might be turning what should be a simple step into an obstacle course.

That’s why we partnered with Magpie, an award winning creative behaviour change agency with a specialism in impactful communications. Their expertise in human-centred research and design helped us go beyond the “what” in our data to try to understand the “why” - and to start developing solutions grounded in real people’s experiences.

Listening First: What We Heard

Magpie’s Unpacking Satisfactions project involved speaking directly to people with recent experience of CCJs, debt repayment, and the satisfaction process. They also consulted with debt advice providers and with our very experienced customer services team.

The findings paint a compelling picture:

• Low awareness – Many simply don’t know they have to take an extra step to record satisfaction. They assume that paying off the debt automatically updates the record.
• Language barriers – Terms like “satisfied” have a precise legal meaning, but don’t resonate with everyday understanding. People think they’ve “paid” or “cleared” the debt; the idea of “satisfaction” feels alien or bureaucratic.
• Process complexity – Paper forms and online systems, unclear instructions, and the need for original proof of payment create practical hurdles, especially when dealing with joint claims, past relationship breakdowns, or unresponsive creditors.
• Emotional cost – For some, the process reopens a painful chapter in their lives - the idea of going back to the court system, with all the stigma and anxiety it carries for many people, can be a powerful deterrent.
• Lack of incentive – If you pay, get a satisfaction but still have a judgment against you on the Register that could still have a negative impact on your credit score, where’s the real incentive?
• Other more urgent problems – Our debt advice colleagues told us that for many of their clients, paying off a CCJ and pursuing satisfaction could be parked in favour of more pressing priorities like paying rent, council tax or putting food on the table for their kids.

Here are just a few of the things we heard in the interviews:

“People panic, especially when they have many other problems like me and they feel it is a life-or-death situation or could end up on the streets if they can’t pay. It’s important to be able to get some help because I can’t do it all alone.”

“The information that’s on Google is so out of date… You’re basically stuck in this circle going round and round and round and round.”

“I was at the time like 29 or whatever it was, that I had a CCJ in my name, I was like great, and obviously for me like a CCJ is like a big thing isn't it. You know that's not something that you want at all. And to know that I had that and for me in my head at first, I was like, "My God, I'm never going to get any credit. It felt like it was the worst thing in the world. But because I just assumed it was satisfied, to find out it wasn’t three years later was just awful.”

From Insight to Action

Magpie’s behaviour change lens helped us identify not just problems, but levers for change:

• Proactive prompts – Letting people know, at the point of repayment, how and why to apply for satisfaction.
• Clearer, warmer language – Replacing jargon with plain-English explanations.
• Digital-first options – Moving away from paper-heavy, in-person, and postal processes to accessible online applications.
• Shifting the burden – Exploring ways for creditors or the courts to update records automatically, rather than requiring individuals to prove payment and fill in forms. This is something we’ve been advocating at Registry Trust, particularly for bulk claimants.

Why This Matters

For individuals, a satisfied CCJ can mean better access to credit, housing, and employment opportunities. It’s not a magic reset, but it signals responsibility and resolution.

For the system, increasing satisfaction rates means the public Register is a more accurate reflection of people’s current financial standing — which is critical for lenders, landlords, and others who rely on it.

Most importantly, this is about fairness. If someone has done the right thing and paid what they owe – or wants to but is befuddled by the system - the process for updating their record should be simple, accessible, and dignified.

What’s Next

Registry Trust is using these insights to:

• Inform our ongoing conversations with HM Courts & Tribunals Service and the Ministry of Justice.
• Talk to creditors, the debt advice sector and others about their repayment and satisfaction communications.

This is a clear example of how Registry Trust’s data + behavioural insight can lead to system-level improvements. It’s about ensuring our Register doesn’t just record the past but reflects the present - and supports a fairer financial future for everyone.