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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

 

Top

06-12-2016

Blog: Autumn Statement 2016: How can the debt collection sector prepare for anticipated increase in debt problems for the ‘just about managing’ in 2017?

Peter Wallwork is chief executive of the Credit Services Association, the UK trade body for the debt collection sector.

 

Despite attempts to support those that are ‘just about managing’ (JAMs), the Money Advice Trust’s Joanna Elson is predicting a “significant increase in debt problems in the year ahead” as a result of higher inflation and lower wage growth confirmed in the Chancellor’s Autumn Statement 2016.

The day after the recent Autumn Statement was published, I attended the Money Advice Liaison Group’s (MALG) annual conference which asked whether we are REALLY “all in it together” when it comes to tackling problem debt. As was highlighted during the sessions throughout the day, it is now more important than ever that money advisers, creditors and collections professionals work together to streamline the customer journey so that we can address and prevent what Gareth McNab, Money Advice Liaison Manager at Nationwide, called “debt related harm” (rather than “problem debt”).

In the debt collection sector, we have made significant progress this year in applying a ‘customer-outcomes’ culture to our practice and forging links with both the money advice sector and creditors (through our creditor membership and creditor forums). We have moved from dealing with “debtors” to dealing with “customers” and a widespread recognition that we are simply dealing with “people” who each have a unique set of circumstances.

Redefining vulnerability

With debt problems set to increase in 2017, we need to move debates around things like vulnerability forward so that instead of labelling customers as ‘vulnerable’, we are recognising that anyone can become vulnerable at any time and that vulnerability isn’t necessarily a label that helps consumers get out of problem debt.

Improving financial capability

In December we got involved in Financial Capability Week #FinCapWeek to provide practical advice on what consumers can do to avoid unknown debts and also to look at how we can identify and address financial difficulty amongst young people before it becomes the ‘habit of a lifetime’. Many would argue that there isn’t a business case for debt collection agencies helping people to avoid spiralling debt problems but we are committed as a sector to raising standards in customer service, not just to comply with consumer credit regulation, but because good customer relationships and good customer outcomes are at the heart of sustainable business. The better we understand our customers’ circumstances, the more easily we can help them and find a mutually beneficial resolution. It is not in ours or anyone’s interests to try and collect debts from people who are unable to afford to repay them.

Signposting both ways

As the people that have direct contact with those in debt, debt collection professionals have a duty of care to support customers and find the right resolution for them so that their debt problems don’t spiral out of control. We know that many people wait 18 months too long before seeking debt advice, despite it being freely available, and that those with mental health or other personal issues may be reluctant to disclose them. We therefore have an opportunity to signpost those that have fallen into arrears to get help. However, creditors can also do more to communicate the transition of an account to a debt collection agency and the money advice sector can also do more to educate customers on why it is so important to not ignore correspondence from debt collection agencies in order to increase trust and transparency and ensure that debt problems don’t build up.

We believe that we now have a greater understanding of the issues facing those in financial difficulty than we ever have before and that using this insight, we can support our Members and their customers through what will be a challenging time in the coming years.