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The Credit Services Association (CSA)
Helping to find positive resolutions for customers
You may have seen today's (18 October 2017) Daily Mail article about the 'Plague of debt collectors'. Despite the negative tone of the piece, debt collection agency involvement has helped find a positive resolution for the customer which in these cases was the resolution of a complaint but is normally the setting up of an affordable repayment plan where there is a genuine debt. Although the tone of the piece continues to spread fear about debt collection agency involvement, we are working hard to highlight the fact that our members offer a chance for consumers to raise valid disputes/concerns and to have these dealt with sympathetically and professionally, escalated where appropriate to achieve positive resolutions on behalf of national organisations and also the consumer.
Towards the end of the article - 'how to fight back'- the Credit Service Association's Code of Practice is mentioned and our Chief Executive Peter Wallwork is quoted with advice for what customers should do if they are unhappy with how they have been treated or contacted by a debt collection agency. As always, our advice to customers is transparent and clear: If you receive a letter from one of our members, and particularly if you think it is a mistake, then please do not ignore it. Contact the agency straight away and they will help you resolve it. If you still believe you are not being treated fairly, then contact the CSA and we will follow our formal complaints procedure.