CSA publishes new report on supporting customers with language barriers

The Credit Services Association (CSA), the sole national trade association in the UK representing organisations active in the debt collection and debt purchase industry, has published a new report examining how language barriers can affect customer engagement across the sector.

In particular, the research highlights that language barriers are a recurring operational issue across debt advice organisations, and support capabilities can vary. 

The paper, Signposting for customers who have language barriers, explores the practical challenges faced by creditors, collectors and advisers when customers are unable to speak English well, or struggle to understand complex financial communications. It draws on engagement with debt advice charities, language support organisations and CSA members, and highlights the requirement for firms to have a clear structure for identifying needs, recording them, and providing access to suitable support or referral routes.

CSA’s research found that language barriers are encountered regularly by debt advice organisations, but that the type and level of support available varies across the sector. The paper also identifies a need for clearer signposting routes, so that firms can better understand which organisations are able to support customers with different language needs.

The report recommends that firms take a practical and proportionate approach, focused on identifying possible language needs early, making it easier for customers to disclose them, recording those needs clearly, and ensuring staff know where to refer or escalate cases.

Louise Allemagne, CSA Compliance Manager and author of the report commented: “With over a million people in England and Wales reporting they can’t speak English well or at all, it’s reasonable to assume language barriers will arise in the debt landscape. For many of our members, those barriers may only become visible later in the customer journey. That’s why our report focuses on practical steps: spotting potential language needs early, recording them clearly, and knowing who to signpost customers to.”

The report also reflects on the regulatory context, noting that the Financial Conduct Authority (FCA) considers low capability, including poor English language skills, as a potential driver of vulnerability. It links the issue to the Consumer Duty’s consumer understanding outcome, under which firms are expected to ensure customers can understand the information they receive.

As part of the research, CSA engaged with organisations including PayPlan, StepChange, Christians Against Poverty, National Debtline, the Money and Pensions Service, Citizens Advice Gateshead, Language Line Solutions, Recite Me and the Association of Translation Companies. The CSA would like to express its gratitude to all contributors to the report, including all participating CSA members.

You can access the full report here. Louise will also be discussing the report on Money Advice Trust’s “Vulnerability Matters” podcast - a series that examines from a range of perspectives how firms support consumers in vulnerable situations. The podcast is due to be published on Wednesday 17 June.