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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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31-01-2018

Blog: Innovation in short term lending and collections – why rich data is key to customer engagement

Stuart Sykes is Director at short term lender MYJAR and debt collection agency Secure Recoveries Ltd and sits on the Board of the Credit Services Association, the UK trade body for the debt collection sector.

 

The ‘high cost short term’ lending industry has gone through a transformation since it was reviewed by the Financial Conduct Authority (FCA) last year. Speaking as a Director of MYJAR, we can see that Industry standards have been raised and with this so have consumer perceptions. There is no longer a ‘taboo’ around instalment borrowing and for those ‘banked medium prime’ customers who large lenders are cautious of, it can be an important source of financial support. This has been particularly emphasised by political and economic uncertainty caused by Brexit. Some short term lenders are now diversifying into credit cards and other products off the back of the customer loyalty built by providing short term support when it was most needed.

 

Building a long term relationship

However, this is all heavily dependent on the quality of customer data and strength of customer relationships. Although short term lending is designed to be short term, the issuer still needs a long term relationship with the customer to ensure they don’t get into financial difficulty – or support them if they do. The same goes for debt collection agencies who will often find that they are dealing with the same customers on a range of different debts over time, not just having a one-off interaction with them.

As all brands know, long term relationships are built on transparency and trust on both parts - and relationships need maintaining. An example of this is when lenders and collections professionals ‘hotkey’ a customer through to a debt advice agency for advice and support. A straightforward ‘on the spot’ referral can be difficult for a customer who doesn’t have all the necessary information in front of them and if the relationship is fully handed over to the debt advisor, the engagement with the lender or collections agent’s brand is lost. At MYJAR, we created a partnership with PayPlan whereby we can refer customers to a jointly branded online platform that allows them to get help via their chosen method. The customer feels grateful to MYJAR for the tailored support and is more likely to provide richer data that will help to resolve the issue more quickly and effectively.

 

Putting the power in customers’ hands by opening up channels

To get the best chance of gathering the richest data, customers need to be able to provide that data on their terms. It makes absolute sense to open up as many channels as possible for customers to choose from to create the best chance of find the method that is ‘stickier’ – and this will be different for different customers. As an online lender, we always start by determining the customers’ preferred communication method and this insight needs to be shared with debt advisers and collections professionals to give the customer the best possible chance of getting help that is tailored to their needs if and when they need it.

Open Banking is a fantastic idea on paper but customers have to consent and there is no clear motivation for them to do this. Sharing their data on their terms via their chosen method and with the understanding that it will help the lender or collections professional find a better solution for them, gives the customer the incentive to provide the best possible picture of their financial situation. Making it even easier for them to do this through online channels that feature how to videos and allow them to work at their own pace to gather the information needed is a win-win.

 

Why rich data makes business sense

Collecting and sharing rich customer data is a no brainer from a commercial point of view. But customers will only share it with brands they trust, which is why empowering them to take charge of how they share their data is so important.

Online platforms allow for ‘trigger figures’ on things such as abnormal household spending that enables the lender/collector to ask the right questions if and when they do need to speak to the customer. If a customer does end up engaging with a debt collection agency, the lender can at least share the full picture of what the situation was at the point at which they borrowed – making it much easier to recover defaults for all involved.

Credit Reference Agencies play an important role in this – some provide much richer data than others. It is quality, not quantity of data that counts.

When we start talking about ‘fintech’ and ‘rich data’, it can seem that it is something only really innovative larger firms can achieve as ‘early adopters’. But it comes down to fairly simple processes and systems and, ultimately, excellent customer service.