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Mental health voluntary statement

Voluntary Statement on mental health and wellbeing in the workplace

The mental health charity MIND estimates that 1 in 4 people will suffer a mental health problem at some time in their lives. Many more of us will have a family member, friend or colleague who will suffer the effects of mental ill health.

At the CSA we want to promote an environment of mental wellbeing in which the individual can realise their potential and can cope with the normal stresses of life; and be able to work productively and fruitfully, and make a contribution to their community.


About us

We are a not for profit trade association acting for members in the debt collection, debt sale and purchase industry. The Association, has around 300 member companies which represent 90% of the industry, and employ around 11,000 people. At any one time its members hold up to £60bn for collection, returning nearly £3bn in collections to the UK economy per annum. As the voice of the collections industry, our vision is to build confidence in debt collection by making the entire process clear, easy to understand and less stressful for all those involved.

While there is no legal requirement to make a statement in connection with mental health and wellbeing in the workplace, we are making this voluntary statement to show our commitment to supporting our people and demonstrate the practical steps we have taken.


Our commitment

A major source of mental ill health is work-related stress and we are committed to identifying, tackling and preventing the causes of work-related stress and to providing appropriate support and consideration to all our people who may be people suffering from its effects. We are committed to the following:

(a) We will promote a culture of open communication, participation and encouragement. Through training, effective planning and allocation of workloads and ensuring feedback is provided on performance, we want people to develop their skills and confidence and to feel able to raise any concerns they have about their work or working environment.

(b) We will use people development, people support systems and policies reflecting current good practice to help people understand and recognise the causes of stress and to address work-related stress and the impact of external stressors at work.

(c) We will provide a workplace free from harassment, bullying and victimisation. We will promote our Whistleblowing and our Dignity at Work policies to ensure people are able to raise any concerns they may have when either they or colleagues may be subject to harassment, bullying or victimisation.

(d) We will address violence, aggression and other forms of inappropriate behaviour through disciplinary action.

(e) We will ensure risk assessments include or specifically address work-related stress.

(f) We will maintain an appraisal process to ensure the suitability of workloads.

(g) We will facilitate requests for flexible working where reasonably practicable in accordance with our Flexible Working Policy, including working from home.


Other Actions we have taken

  • We have provided training to all our people on how to identify the causes and symptoms of stress, both in and outside the work place, and how they can support colleagues who may be suffering.
  • We have implemented a Stress at Work policy which is an intrinsic part of how we work as an organisation.
  • We have an Employee Assistance Program – this is a free and confidential helpline available to all our people, which allows them to talk to an experienced third-party therapist or advisor in a friendly, non-judgmental manner. This service is available 24 hours a day, every day of the year. People can use the service for a wide range of issues which might impair someone’s mental health including things outside work such as bereavement, financial and legal issues, addiction, family or relationship issues. It is also available to be used by family members.
  • We have provided everyone with health and lifestyle wellbeing information via an online portal and Mobile app. This offers useful information to people on their general health and well-being, including advice on nutrition, financial wellbeing, budgeting and fitness.
    We have trained Mental Health First Aiders who can act as a first point of contact to provide advice to colleagues in a confidential way or help identify where people may be at risk.


This voluntary Mental Health and Wellbeing statement was approved on 19 November 2019. 

Peter Wallwork – Chief Executive

Credit Services Association,
2 Esh Plaza, Sir Bobby Robson Way,
Great Park, Newcastle upon Tyne,
NE13 9BA Map

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T: 0191 217 0775


Credit Services Association Limited 
Registered in England and Wales No. 00089614

CSA (Services) Ltd
Registered in England and Wales No. 05055685

Registered address:
2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle upon Tyne, NE13 9BA