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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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04-05-2017

Blog: Hot topics in digital debt collection

Stuart Sykes is Director at Secure Recoveries Ltd and is also now a Credit Services Association Board Director.

 

I attended the Digital Banking Club’s Collections Debate at the Law Society offices in Chancery Lane as part of Credit Week last month. There was a cross section of credit and customer engagement professionals in the room, from IT staff to C Suite execs from some large financial services and utilities institutions, which made for an interesting and engaging session on some of the hot topics in digital debt collection.

Here are some of the key takeaways from the debate:

 

Apps are becoming the norm

Consumers are now used to and comfortable with using apps for a wide range of uses. They expect apps to be available to make their lives easier and to make online tasks more streamlined. There is huge potential for apps within the debt collection arena with some firms already looking to launch dedicated apps following market research which showed that customers would benefit from the convenience of features including push notifications to remind customers that card details are expiring - cutting out the need for calling.

This is all about engagement and use of the app – I would urge an air of caution to businesses who use it as a collections tool pushing notifications to advise of due payments or missed payments as this could irritate a customer and they will simply delete it. Worse still, it could cause additional stress or hassle rather than making the process easier.

 

Keeping up with the customer

Panelists agreed that tech is speeding along and we all have to ensure that we catch up to what the consumer is already using. Collections can’t impose new technologies; we have to try and build it into the technology customers are familiar and comfortable with.

WhatsApp, Facebook and Artificial Intelligence Bot Chat are all areas we should be looking at. Bots can pick up questions such as ‘what’s my balance?’ without the need for an agent, freeing up more time for interactions where a ‘human touch’ is required.

 

Making Income & Expenditure easier

Income & Expenditure forms have long since been an area that has hindered customer engagement and we are always trying to find ways to make it quicker and easier to share this important information. Business-to-consumer discussions around income & expenditure should be a thing of the past if we can use triggers with customers through an online portal but there are regulatory elements that accompany its completion which make this difficult. The new Standard Financial Statement and trigger figures could alleviate this problem for better customer outcomes. This will be an interesting one to watch.

 

Data protection issues

We are all very aware that GDPR is looming – or are we? What does it mean to us in real terms? That was the question from many around the room, and not just in financial services but utilities and telecoms. This is causing some real concern across industries, especially in terms of its impact on use of technology. Come 2018 businesses will need to be ready and to help them do this, the CSA is dedicating an entire stream to GDPR at the UK Credit & Collections Conference (UKCCC) in September to include a number of practical workshops covering the different processes involved including breach notifications and fair processing notices for example.

Digital platforms and tools will no doubt open up a whole new world of debt collection once we overcome some of the key hurdles that are still holding back their full potential. The key is to find the right balance and keep customer outcomes at the heart of what we do. I’m looking forward to this not only having a dedicated stream on the subject but being the key talking point at the Credit Services Association’s UKCCC on Thursday 14 September 2017 at Hilton London Wembley.