CSA calls for joined up actions during and after lockdown
07 May 2020
The Credit Services Association (CSA) has received a positive response to its call for closer collaboration with trade bodies representing the wider business community in planning for a phased relaxation of current lockdown rules.
It also says that fellow trade associations have welcomed its drive to prevent the actions of a minority of ‘extreme outliers’ to distract from the excellent work already being done by industry to support those in debt.
In a letter sent to his opposite numbers at trade bodies representing many of the clients of CSA members, including banks and credit card companies, as well as those representing utility and telecoms providers, Peter Wallwork, the CSA CEO, cited concerns where firms owed money may not be acting appropriately:
“In a very few isolated cases, some of our members’ clients are seeking to require an approach that is ‘inconsistent’ with the enhanced forbearance our members subscribe to, putting them in potential conflict,” he says.
“While I stress such cases are categorically not indicative of a widespread problem, we must ensure that, whatever the financial pressures creditors are under, they work with our members to the same standards of understanding and forbearance towards customers that the CSA is committed to promoting. Coming out of lockdown may be even more complex than going in, and we need the landscape and the challenges to be fully understood by all.”
The Credit Services Association, which represents more than 90% of the debt collection and purchase industry, expects all of its members to ensure that their customers – including millions of individuals and hundreds of thousands of small business owners – are given appropriate forbearance to reflect these genuinely uncharted times.
Peter says its members had already adjusted their practices to enhance forbearance even further, before social distancing measures were even announced: “CSA members have been responding with sensitivity and empathy, adapting their communications strategies and content, and signposting customers to where further help is available. We need to work together cooperatively to ensure the fair treatment of those in debt. I am delighted that this message resonates across the sector and welcome all support.”
CSA Covid-19 updates
Back to news