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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

Write to us

Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA

Additional Sections

Complaints Procedure

Useful Links

Making a complaint

We work hard to ensure our Members act within the rules set by the industry regulators.

Please click on the following link and read our Code of Practice. If you think a Member has broken the rules of this Code you can make a complaint by downloading our Complaints Form.

Before making a complaint we would encourage you to carry out the following activities:

 

  • Go to the Members Directory and check whether the company you wish to complain about is a Member of the CSA. If you are still unsure, feel free to contact us. If the company is a Member of the CSA then we are able to help you with your complaint.
  • On first instance, we recommend you contact the Member company to discuss any issues you have and enquire about their complaints process. If you are still dissatisfied with the outcome then you can review our Complaints Procedure.
  • If you believe that the Member has acted in breach of our Code of Practice and the complaint meets the necessary criteria, please complete, sign and return the Complaint Form to our registered address.

CSA Complaints Procedure

 How we deal with your complaint.

All complaints must be submitted in writing, with a signed complaint form. We require the form to be signed so that we, and our Member, have the requisite authorisation to share information.

The following is the sequence of events after the CSA receive a complaint form;

  • CSA receive a signed complaint form
  • CSA register the complaint and send a copy to the relevant Member company
  • The Member is given four weeks to respond directly to the complainant
  • CSA get a copy of the response from the Member company
  • CSA considers both positions and determines whether the Code of Practice has been breached
  • Appropriate action is taken (if required) to remedy the situation
  • If further information is required the CSA contact the relevant party (the complainant or the Member company).
  • After a full review, the CSA provides a formal response to the complainant

 

If you remain unhappy with the outcome of the complaint, you may have justification to escalate the matter to our our head of compliance, Claire Aynsley, claire.aynsley@csa-uk.com.

 

Please note: The CSA can only intervene when;

  • a Member company is in breach of the Code.
  • the company is a Member of the CSA (we cannot act when the complaint is about the client of a Member company, a bank or building society for example).
  • the information supplied by a Member company appears from the facts to be incorrect.

Methods of Contact

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

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28-07-2016

Blog: Finding a ‘win-win’ for all those involved in debt collection

 

Damian Hughes, international speaker, author, sports psychology consultant and Professor of Organisational Psychology and Change, will be the keynote speaker at the Credit Services Association’s UK Credit & Collections Conference (UKCCC) in September 2016. Here, he shares how insights from his latest book, ‘The Five STEPS to a Winning Mindset’ can create a ‘win-win’ culture for all those involved in the debt collection process.

 

What can the debt collection sector learn from the world of sport? Perhaps more than you would think. The future of debt collection depends on creditors, collectors and customers working together for a common good. Leadership and culture are undeniably central to this.

In my latest book ‘The Five STEPS to a Winning Mindset’, I introduce the key principles that all great leaders apply to their personal and professional life to bring about positive change.

 

SIMPLICITY

In such a heavily regulated sector, debt collection can be a minefield – for creditors, collectors and customers. Communicating one simple message at a time is important but that doesn’t mean that it needs to be short. In fact, the devil is in the detail.

Debt collection is a process and customers need to be taken through it one step at a time.

 

THINKING

Like elite coaches, in order to get people thinking – in this case about their personal finances – we need to spark their interest and do something outside of their expectations to capture their attention. We can engage people over a long period of time by systematically “opening gaps” in their knowledge – and then filling those gaps. 

When it comes to finding a solution to a debt problem, psychologically it’s much more satisfying and validating to let the customer find the solution themselves rather than attempt to solve it for them. Giving someone control over sorting out their finances and filling the gaps in their knowledge with useful information that gives them a range of options will produce a mutually beneficial winning formula.

 

EMOTIONS

Debt collection involves dealing with real people on a hugely emotive issue surrounding their personal finances. We are wired to feel things for people, not for abstractions so it is important to not only treat customers as humans but to show them that you are human too. If they feel that they can relate to the people they are dealing with, they will be more responsive and open to discussing and finding a positive outcome.

 

PRACTICAL

Great leaders are able to explain themselves in clear, understandable language.

Whether it is implementing the latest regulation, training teams or dealing directly with customers, practical solutions will always get a better outcome than the theory.

 

STORIES

Stories give us a richer, more complete mental catalogue of situations and personal circumstances. Taking the time to fully understand customers is now key in the debt collection journey. A ‘tick box’ approach doesn’t open up dialogue and isn’t conducive to encouraging the information sharing necessary to find the right resolution for everyone. Sharing stories is something that sports coaches naturally do as part of training sessions to gain rapport and understanding amongst teams. It’s also important that creditors and collections professionals share not only data but richer stories that provide insight into the customer journey that everyone can learn from to improve practice.

 

Find out more about Damian and the other speakers on the UK Credit & Collections Conference website and sign up to hear his keynote speech first hand.