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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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29-04-2016

Blog: What does digital debt collection mean for customer engagement?

Colleen Magee, CSA Head of Sales, Marketing and Events

 

At the Credit Summit 2016 earlier this month, one of the key topics discussed was digital technology and innovation in debt collection. This is a complex area that can often seem at odds with the ‘customer engagement’ agenda, which focuses on understanding and interacting with customers to achieve the best possible outcome based on their specific needs.

 

Taking the stress out of financial difficulty

Does ‘automating’ debt collection with digital tools mean that the ‘human’ element is completely taken away? Not necessarily. Our members’ job as collections professionals is to take the stress of financial difficulty away from people, enabling them to repay their debts in an affordable way that suits them. For some people, traditional debt collection methods, including face-to-face and telephone interaction, may increase customer stress. Having their finances ‘sorted out for them’ can make some feel like they are not in control. We also know that direct contact from a debt collection agency can make people feel concerned, even if there is no reason to be. Often, the solution is fairly straightforward.

 

Giving customers the option of dealing with debt online

Back in November 2015, Experian published a report (*survey conducted by Opinium Research, September 2015) which showed that one in three UK adults prefer to deal with debt online. These people need to be given the option to create their repayment plans online and then be offered help to manage their financial commitments if and when needed. The research shows that avoiding confrontation and taking control of their finances empowers them rather than leaving them feeling isolated. Offering this option and these choices are a key part of treating customers fairly.

Nick Grant, Business Development Consultant from Experian’s Decision Analytics, commented: “It’s understandable that most people prefer email, text, web chat and self-service options. That’s not to say that traditional letter or telephone based methods don’t work. Understanding the best way to communicate with each individual, as well as what they can afford, will ensure the right outcome for those in debt, as well as the organisations trying to recover those debts. For those in financial difficulties, often a good first step is to seek advice from organisations such as National Debtline, Citizens Advice and StepChange Debt Charity, who can help them understand what their options are. It is important to remember there is always support.”

At the CSA, we feel it is vitally important for customers to engage and communicate with our members so that they can understand what methods of contact and communication options are available and most suitable for them. Members will talk through each option available for a customer and may also signpost to free debt advice organisations if that is seen to be the best outcome.

 

Breaking down barriers to debt collection

Giving customers control of their finances is not only good for the customer, there is a strong business case for debt collection agencies. Experian’s research showed that offering customers the convenience of using an online portal after reading an email or text message at a time that suits them increases the likelihood of action being taken and a payment arrangement being kept. Having to speak to someone about their debts can, for many, create a barrier to doing something about it.

This topic and others that relate to it will be discussed as part of our Technology and Innovation stream at the UK Credit and Collections Conference at Hilton London Wembley on 15 September. Find out more here.