“The allegations set out by the Times must be taken seriously because policies to protect the most vulnerable in society need to be adhered to. The CSA expects that people should be treated fairly at every stage of the collections process - and offered help and the support which is available. Where incidences of unfair treatment are identified it is important that firms take steps to respond appropriately and as soon as possible. 

“The current economic climate presents challenges to consumers and creditors alike. With significant increases in the cost of living and strains on budgets, it is more important than ever that appropriate forbearance and consideration is shown, particularly where any form of legal action is being considered.

“Our CSA Code of Practice says that forbearance must be applied where it is clearly the most appropriate approach, that consideration must be given to a customer’s ability to pay, and that staff are empathetic with customers experiencing financial difficulties and in vulnerable circumstances. Where vulnerability is identified, our Code of Practice also sets out that any court action must be only considered if it is reasonable and proportionate to do so. While we are not the regulator, we will consider carefully any and all complaints that are made alleging that the Code of Practice has been breached by a CSA member.”