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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA

Additional Sections

Complaints Procedure

Useful Links

Making a complaint

We work hard to ensure our Members act within the rules set by the industry regulators.

Please click on the following link and read our Code of Practice. If you think a Member has broken the rules of this Code you can make a complaint by downloading our Complaints Form.

Before making a complaint we would encourage you to carry out the following activities:

 

  • Go to the Members Directory and check whether the company you wish to complain about is a Member of the CSA. If you are still unsure, feel free to contact us. If the company is a Member of the CSA then we are able to help you with your complaint.
  • On first instance, we recommend you contact the Member company to discuss any issues you have and enquire about their complaints process. If you are still dissatisfied with the outcome then you can review our Complaints Procedure.
  • If you believe that the Member has acted in breach of our Code of Practice and the complaint meets the necessary criteria, please complete, sign and return the Complaint Form to our registered address.

CSA Complaints Procedure

 How we deal with your complaint.

All complaints must be submitted in writing, with a signed complaint form. We require the form to be signed so that we, and our Member, have the requisite authorisation to share information.

The following is the sequence of events after the CSA receive a complaint form;

  • CSA receive a signed complaint form
  • CSA register the complaint and send a copy to the relevant Member company
  • The Member is given four weeks to respond directly to the complainant
  • CSA get a copy of the response from the Member company
  • CSA considers both positions and determines whether the Code of Practice has been breached
  • Appropriate action is taken (if required) to remedy the situation
  • If further information is required the CSA contact the relevant party (the complainant or the Member company).
  • After a full review, the CSA provides a formal response to the complainant

 

If you remain unhappy with the outcome of the complaint, you may have justification to escalate the matter to our our head of compliance, Claire Aynsley, claire.aynsley@csa-uk.com.

 

Please note: The CSA can only intervene when;

  • a Member company is in breach of the Code.
  • the company is a Member of the CSA (we cannot act when the complaint is about the client of a Member company, a bank or building society for example).
  • the information supplied by a Member company appears from the facts to be incorrect.

Methods of Contact

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

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Top

2016 speaker bios

2017 speakers will be announced shortly.

Go to:

Host - Andrew Neil

Keynote - Damian Hughes

One regulation for debt collection? - Plenary session panel discussion

The Customer Experience stream speakers

Collections and Debt Sale & Purchase stream speakers

Steps Drama stream

Regulatory Agenda stream speakers

Technology & Innovation stream speakers

Vulnerable customers, mental health and debt collection - Plenary session panel discussion  

Host - Andrew Neil

The ever popular plenary sessions will kick start the conference with host and journalist and broadcaster, Andrew Neil. Andrew currently presents three editions of the Daily Politics every week as well as the Sunday Politics and the award-winning This Week every Thursday night. During his career, Andrew has been House of Commons lobby correspondent in London, White House correspondent in Washington DC and Wall Street correspondent in New York – all for The Economist.

 Follow @afneil on Twitter.

  
 

Keynote speaker - Professor Damian Hughes
The Five Steps to a Winning Mindset

Professor Damian Hughes is the author of six best-selling books, including Liquid Thinking, Liquid Leadership, How to Change Absolutely Anything and How to Think Like Sir Alex Ferguson, as well as the founder of the LiquidThinker Company which takes the psychological methods used by great achievers and shows, in easy steps, how you can adopt them into your own life and business.

His innovative and exciting approach has been praised by Sir Richard Branson, Muhammad Ali, Sir Terry Leahy, Sir Roger Bannister, Tiger Woods, Jonny Wilkinson and Sir Alex Ferguson.

In his new Book, The Five Steps to a Winning Mindset, Damian identifies five key steps which can be applied to any professional or personal environment. Damian is discussing each of these steps in a series of short videos:

Follow @liquidthinker on Twitter.

Read Damian's guest blog 'Finding a win-win for all those involved in debt collection'. 

 

 "SIMPLE"
 

 

"THINKING"

 

 

"EMOTION"
"PRACTICAL"


"STORIES"
      
 

Regulation based on the consumer and not the supplier - a viable option? One regulator for debt collection? - Plenary session panel discussion

 
Panellists:
Audrey Gallacher (Energy UK) @EnergyUKComms on Twitter

Audrey Gallacher is Director of Retail Energy Supply at Energy UK, the trade association for suppliers and generators.

Audrey has an extensive background in the energy sector, initially with the regulator Ofgem as Head of Consumer Affairs in Scotland. She moved into energy consumer advocacy in 2000 when she became National Director in Scotland for energywatch, before moving to lead its GB work on company performance, research and advice. More recently she has held Director of Energy positions with the statutory watchdog, Consumer Futures and at the charity Citizens Advice.

 
Mala Shetty (Ofwat) @ofwat on Twitter

Mala is a Senior Association at Ofwat, which regulates water and sewerage providers in England and Wales.

 
Sara Williams (Debt Camel) @DebtCamel on Twitter

Sara Williams has been a volunteer Citizens Advice Advisor in an inner London borough since 2002. Debt Camel is her personal website, setup in 2014 to answer common questions about debt using plain English. The four most read articles are "How to ask for a payday loan refund", "Statute barred debt"; "Help, my debt has been sold to a debt collector" and "Can I get a mortgage if I have debt?" - which gives an idea of the range of topics covered. She has been described as an activist, always looking for ways that debt advice and regulation could be improved.

Read Sara's guest blog 'Bringing clarity to debt collection for customers'.

 
John Ricketts (CSA)
 
 

The Customer Experience stream

 
The UK debt recovery process and its impact on customers - Chris Cullen (Head of Marketing at Echo Managed Services) @Echo_MS on Twitter

Chris has 20 years’ UK and overseas experience in advertising, marketing and customer communications. He has worked across many industry sectors including utilities, automotive, travel, financial services, media and telecommunications. Chris has a passion for delivering customer experience excellence. In his role at Echo Managed Services, a specialist provider of customer contact services, debt recovery solutions and billing software, he is responsible for the growth of the business; developing propositions that place positive customer experience at the heart of all communication strategies and that in turn deliver compelling and tangible results for clients and their customers. 

 
Are you really providing excellent customer service? - Jo Causon (Institute of Customer Service) @instituteofcs on Twitter

Joanna joined the Institute as CEO in 2009 from the Chartered Management Institute, where she was Director of Marketing and Corporate Affairs for four years. She previously held director roles in brand and business consulting and was both Head of Group Marketing and Strategic Executive to the Director-General at City & Guilds.

Joanna also has over 11 years’ experience in the financial services sector. She focuses on demonstrating a clear link between employee engagement, customer service and organisational performance and has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity. As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.

 
Financial abuse: Identifying and addressing the problem - Alistair Chisolm (Creditor Liaison Policy Office at Citizens Advice) @CitizensAdvice / @alistairsc on Twitter

Alistair was appointed as the Citizens Advice Creditor Liaison Policy Officer in June of 2012. He is responsible for Citizens Advice's work with creditors (organisations our clients have debts to), for promoting partnerships between creditors the free advice sector and for promoting the better treatment of people in financial difficulty. Alistair is Chair of the Addressing Financial Difficulty group.  He is currently working on public sector debt collection practices, and on improving outcomes for victims of financial abuse. Alistair previously worked as a  debt advice manager and adviser.  Before joining Citizens Advice, Alistair worked as researcher, specialising in 20th century history.

 
Customer-centric office culture and organisation structure - back office v collection floor - Panel discussion
Panellists:
Helen Gill (Founding Director of Engage Comms) @engagecomms / @helenmarygill on Twitter

Helen Gill is a multi-award winning communications professional and experienced public speaker/lecturer/trainer who has worked in a variety of in-house and consultancy comms roles for SMEs and global organisations in the public and private sectors. She is now co-founding director of award winning content marketing agency, Engage Comms, which carried out in-depth research into consumer and stakeholder perceptions of the debt collection sector on behalf of the Credit Services Association (CSA) in 2013. Since producing the research report and recommendations, she and her colleagues have been working with the CSA on the development and implementation of a digital communications strategy which has seen the trade body take a much more open, collaborative approach to consumer and stakeholder communications across digital and social media. Engage Comms provide the association with regular insight into what is on the agenda in the world of debt and personal finances, and has been instrumental in ensuring that the CSA has a voice on issues such as money and mental health.

Gareth McNab (Money Advice Liaison Manager at Nationwide Building Society) @mcnabgareth on Twitter 

 

Bernadetta Peto (Cabot Credit Management Ltd)

 

 
 

Collections and Debt Sale & Purchase stream

 
Industry forecast for UK and Europe - Richard Thompson (Data Analytics Manager at PwC) @pwc_UK on Twitter

Richard is the Global Leader of PwC’s Portfolio Advisory Group (PAG) and the Financial Services Leader for Deals in the UK.

The  PAG team is dedicated to providing strategic and transactional advice to both the buyers and sellers of loan portfolios. These loan portfolios cover all types of illiquid portfolios ranging from consumer lending, SMEs and corporate loans, real estate backed portfolios and longer dated lending including public sector and private finance.  Over the last 4 years Richard and his team have advised banks in connection with loan portfolios with a face value of over €160bn and advised on  around 100 completed transactions of loan portfolios with a face value of over €120bn. 

 
CFPB Vs FCA; USA Vs UK regulation; same same but different? - Todd Lansky & Jan Stieger (Directors of trade association DBA International) @DBAIntl on Twitter

Todd Lansky is the Managing Partner and Chief Operating Officer of Resurgence Capital, LLC.  For over 13 years, Resurgence has been a leading purchaser of defaulted consumer credit portfolios and utilizes its controlled litigation strategy to collect unpaid receivables.  Resurgence has offices in Illinois, Wisconsin, Minnesota and California and ranked #28 on the Inc. 500 List of fastest growing privately held companies in 2006. Todd has been with Resurgence since its inception in 2002 and has managed over 300 portfolio purchases. Todd is a member of many national debt purchasing and legal trade organisations and co-founded the Creditors Bar Coalition of Illinois (CBCI). Todd is currently serving as the DBA President and is actively involved in state and federal regulatory and legislative activity.

Jan Stieger, CAE, a 30-year veteran of association management, serves as Executive Director of DBA International, the trade association representing nearly 600 member organisations in the accounts receivable industry. Jan brings a wealth of experience in financial services, strategic planning, regulatory and legislative issues, international affairs and credit and risk management.

Prior to joining DBA in 2011, Jan spent nine years leading the California Association of Collectors (CAC), the state affiliate of ACA International. She previously served in leadership roles with the California Optometric Association and the California Pharmacists Association.

DBA International provides its members with networking, educational, and legislative advocacy opportunities through an annual conference, an executive summit, regional seminars, state and regional committees, newsletters, webinars, teleconferences and other media. DBA International created the highly-regarded Receivables Management Certification Program that promotes uniform industry standards of best practice and consumer protections. 

 
SUP 15.3 & SUP 15.7: debt collection - the future landscape - Chris Brennan (Partner at international law firm Addleshaw Goddard) @AGInsight on Twitter

Chris is a litigation partner and leads our regulatory investigations and enforcement practice. He has experience across a broad range of financial markets gained both as a partner and as an in-house lawyer. His former roles include Head of Regulatory for Lloyds Banking Group, General Counsel for a global inter-dealer broker and a senior lawyer within the FSA's Enforcement division. Chris was also a member of the FSA's Practitioner Panels for a number of years.

In recent years Chris has been involved in a number of the most significant regulatory cases in both the retail (PPI and CPP) and wholesale markets (e.g. LIBOR, FX).

Chris also has experience of acting for individuals in relation to FCA enforcement and criminal prosecutions.

 
Debt purchase/3rd party DCA/first party outsourcing - where are we going as an industry? - Panel discussion
Owen James (PRA Group Europe)
Mark Webb (Advantis Credit Limited)
Phil Marsland (Arrow Global Group)
 

Steps Drama
Providing Excellent Customer Service when Assisting Vulnerable Customers

A global leader in experiential drama-based training with over 24 years’ experience, Steps specialises in creating facilitated, interactive learning and development programmes that inspire people to act differently. Steps works across sectors and territories, to design and deliver bespoke development programmes covering topics including diversity and inclus-ion, leadership and management, values and ethics, customer service and personal impact. Drama is uniquely powerful in bringing about behavioural change, and with expertise in creating live, interactive drama as well as scalable, media-based techniques, Steps’ unique and innovative approach brings to life situations where behaviour creates challenges for individuals, teams and businesses. www.stepsdrama.com.

Follow @StepsDrama on Twitter.

 

Learn more:

 

Regulatory Agenda stream

 
FCA supervision and reporting - Polly Ashford (FCA)
 
Debt Collection: Scots Law - Issues relevant to debt purchasers and lenders - Frank Johnstone (Maclay Murray & Spens LLP)
 
Senior Managers Regime and S166 skilled persons review - Neville Cotton (Compliance Director at international law firm Addleshaw Goddard) @AGInsight on Twitter

Neville specialises in regulatory conduct and operational risk management, governance and the successful delivery of regulatory change. He joined us from Huntswood, a specialist consultancy firm where he was responsible for the Retail Banking and Senior Management Regime propositions, prior to which he was a Senior Manager within the Deloitte Risk and Regulation practice. Neville has supported a range of firms across a number of sectors with the interpretation and implementation of major regulatory changes, in responding to enforcement and remediation requirements and in the mitigation of regulatory risk through proactive monitoring and investigation.

 
GDPR: practical impoications and readiness for "go live" - Panel discussion
Panellists:
Leigh Berkley (President of the Credit Services Association) @CreditServicesA on Twitter

Leigh is President of the Credit Services Association and Director of External Affairs & Development at Arrow Global, one of the UK's largest and fastest growing providers of debt purchase and receivables management solutions.

Prior to joining Arrow Global in February 2015, Leigh was CEO and principal shareholder of respected collection agency and debt purchaser Tessera Credit Group LLP. At the CSA, he was previously Chair of the Debt Buyers and Sellers Group (DBSG), then Treasurer and Vice President of the CSA before being elected President in February 2014. Leigh is also a member of the International Collectors Group, a Director of Money Advice Liaison Group and a Director of Collection House (quoted debt buyer in Australia).

Leigh takes a very active part in the industry’s lobbying and Public Affairs interests, including the CSA’s campaigning in relation to the EU Data Protection Regulation. As a result of consistent engagement with Government, regulators and other stakeholders, Leigh has played a leading role, while constantly promoting best practice, data accuracy, self-regulation and international co-operation in credit.

Garreth Cameron (ICO) @ICOnews on Twitter

Garreth Cameron is the Group Manager for Business and Industry at the Information Commissioner’s Office (ICO). He is responsible for managing the ICO’s strategic relationships with industry in order to uphold information rights in the public interest and promote data privacy for individuals. Garreth also takes a lead role in handling high profile cases involving the private sector where there may be significant media interest. Garreth joined the ICO in 2013 following a successful career in local government, and has a keen interest in the legal and policy challenges arising from the emergence of the information society.   

James Drury-Smith (PwC)

 

 

Technology & Innovation stream

Bringing field visits in the digital age - David Whittaker & Kelloe Ashley (Ascent Performance Group Ltd)
 
The value of social media to financial services - big data and profiling techniques - Ben Allott (Director at Big Data analytics company Hello Soda) @hello_soda on Twitter
 
Cyber risk in financial services - preparing people, processes and technology - Andrew Rogoyski (CGI) @CGI_UKNews on Twitter

Andrew is Vice President of CGI UK’s Cyber Security Services, serving commercial and public sectors. He leads one of the UK’s longest established security businesses, creating new managed security services as part of CGI’s global cyber security strategy. Prior to CGI, Andrew undertook an extended secondment in UK Government in the Cabinet Office’s Office of Cyber Security and Information Assurance (OCSIA) where he was responsible for, amongst other things, the UKTI Cyber Export Strategy, published in 2013.

Andrew also contributed to the early work on OCSIA’s industry engagement and information sharing strategies. Andrew currently chairs TechUK’s Cyber Security group which he started in 2008. Andrew has held senior management positions in a number of technology companies, including QinetiQ and Roke Manor Research, also working in niche strategy consultancies Defence Strategy & Solutions, Charteris and ESYS. Andrew is an evangelist for good cyber security, focusing on strategies and policies that create new drivers for investment in security.

 
Omni channelsand information communication technology (ICT) - the legal, technical administrative and operational challenges - Panel discussion
Panellists:
Amanda Hulme (Partner at international law firm Addleshaw Goddard) @AGInsight on Twitter

Amanda is a nationally recognised expert for retail financial services and has a wide range of experience. She qualified as a barrister and practiced in Chambers for three years where she did significant court and advisory work in a specialist consumer law chambers. Amanda also spent time as a legal adviser on consumer law at the Office of Fair Trading where she advised on a large number of high profile consumer credit cases.   

Mark Oppermann (Webio)
Srinivasan Lakshamanan (Brillio)
 

Vulnerable customers, mental health and debt collection - how does it all fit together? - Plenary session panel discussion

 
Panellists: 
Polly Mackenzie (Director of the Money and Mental Health Policy Institute) @pollymackenzie on Twitter

Polly was Director of Policy for the Deputy Prime Minister, working in Number 10 and the Cabinet Office, from 2010-2015. Polly graduated from Cambridge in 2002 and started her career as a business journalist focusing on the property sector. She joined the Liberal Democrats in 2004 as a policy adviser, helped run Nick Clegg’s leadership campaign and coordinated policy throughout his leadership. Polly is a visiting fellow at the Policy Institute at Kings College London.

Read Polly's guest blog 'Finding a win-win for all those involved in debt collection'.

Meghna Tewari (Ofgem) @ofgem on Twitter

Meghna Tewari is the head of Ofgem’s consumer vulnerability strategy team. She earlier worked in Ofgem’s domestic retail  markets team and led the policy design for a number of key areas for household energy consumers. She has been closely involved with a number of Ofgem Enforcement cases in the past. She has an advisory role in the on-going CMA energy market investigation and responsible for the implementation of the remedies for prepayment meter consumers. Before taking on the  head of consumer vulnerability strategy, she headed Ofgem’s  business retail markets and the Third Party Intermediary policy teams. Meghna is an economist with a background in competition policy and has significant experience in developmental finance and banking. 

Professor Sharon Collard (University of Bristol) @SharonBCollard on Twitter

Sharon Collard is Professor of Personal Finance and Research Director at the University of Bristol’s Personal Finance Research Centre. Her research interests include people’s decision-making when it comes to taking out and managing consumer credit; routes into and out of financial difficulty, including the role of debt advice; and the impact of financial difficulties on individuals and families.

Sharon is a member of the Financial Inclusion Commission and a Governor of the Pensions Policy Institute. She was appointed in November 2015 to the Financial Services Consumer Panel, an independent statutory body which advises and challenges the FCA to ensure it takes into account the consumer interest in its policymaking.

Helen Barnard (Head of Analysis at the Joseph Rowntree Foundation) @helen_barnard on Twitter

Helen Barnard is Head of Analysis at the Joseph Rowntree Foundation. She leads the team undertaking JRF’s analysis and data monitoring work, focusing on social, economic and public policy trends and changes affecting people and places in poverty. Helen joined the Foundation in 2005 as a Policy and Research Manager. She has developed and led programmes of research and policy focusing on child poverty, labour markets, poverty and ethnicity, destitution and education.

Chris Fitch (Research Fellow at Bristol University Personal Finance Research Centre)

Chris Fitch leads a programme of award-winning research and intervention work on financial services and vulnerability.

After almost a decade of running this programme from the Royal College of Psychiatrists, Chris moved this work to two new homes in February 2016.

In terms of training, Chris is working with the Money Advice Trust to help develop a number of e-Learning and face-to-face training programmes on vulnerability. These focus on very practical pieces of learning which are ‘short on the obvious, and long on the practical’ (moneyadvicetrust.org/vulnerability)

In research and intervention terms, Chris is now working with the Personal Finance Research Centre at Bristol University. As part of this, he is leading the first UK study on the experience of frontline debt collection and credit provision staff of working with customers in vulnerable situations.  This is funded by the Finance & Leasing Association and The UK Cards Association (http://bit.ly/1TCkqN4)

Most recently, in November 2015, Chris launched the third reprint of the award-winning report "Lending, debt collection and mental health: twelve steps for treating potentially vulnerable customers fairly" (http://bit.ly/1TU25w0), while in June 2016, a new ‘parallel’ report for advice agencies on working with clients vulnerable situations was also produced (http://bit.ly/1WLgxan).

In 2016, Chris was named in Credit Today’s Top 100 list of influential people working in the creditor sector, and in 2015 he received the Martin Williams award for contribution to the UK credit industry (awarded each year by Credit Today) for the programme’s work on mental health, vulnerability, and financial services.

Prior to this, Chris worked for Imperial College Medical School, the World Health Organisation, and the United Nations Joint Programme on HIV/AIDS, where he undertook community-based projects in international settings with people in vulnerable situations including sex workers, drug injectors, and individuals living with serious mental illness.

 

Testimonials

“The Conference was very well crafted with some excellent streams and content. The venue was an inspired choice and all those I spoke to on the day and evening had nothing but praise for the same”

- Amir Ali, Civil Court Users Association

“I enjoyed the whole day enormously and, thanks to your expert briefing, know more about the credit industry than I could have imagined. It was a real eye-opener. I suspect that I’m not alone in having had a somewhat cock-eyed view of what your industry is all about.”

- John Humphrys, Journalist and Broadcaster

The customer experience presentations were of great value and fitted the theme of the mornings debate very well, I have brought back a lot from it.

- Rebecca Davies, CCI Legal