Concerns over “anti-consumer” characterisation of CSA members

The body representing the UK debt collection industry has welcomed the support for fair treatment for people struggling with mental health, but expressed concerns over the continued characterisation of their members as being anti-consumer.

The CSA has called upon the debt charity sector to work more closely with its members in supporting those with mental health issues and in bringing more cases to their attention if there is evidence of a customer not receiving fair treatment.

It highlights the work that its members have done in supporting the consumer and in particular its Code of Practice, that already includes a 30-day breathing space with the option for a further 30 days if needed, for those identified as being vulnerable.

Peter Wallwork, chief executive of the CSA, said: “Treating all customers fairly has been at the heart of what our members do for a very long time, and many have specialist teams dedicated to supporting the most vulnerable customers.

“The news that the government is introducing a breathing space, and has accepted the recovery space scheme proposal, is welcome and we overwhelmingly support both. But it should not be forgotten that such guidance has already been part of our members’ best practice for some time and the key to both will be how they are implemented to ensure it does not overcomplicate the customer experience.”

Wallwork thinks part of the problem with CSA members being characterised as anti-consumer, such as the stigma around bailiffs, is the continued confusion between private enforcement agents (bailiffs), who call in person, and debt collection agencies who collect debts over the phone.

He said both are employed by the major banks, credit card companies and utilities firms, but the difference is the methods with which they collect debt.