Who we are...

The Credit Services Association (CSA) is the only National Association in the UK for companies active in the debt collection and purchase industry. The Association, which has a history dating back to 1902, has in excess of 400 Members who represent 90% of the industry, and employ approximately 15,000 people. At any one time our Members hold over £60 billion for collection, returning nearly £3 billion in collections to the UK economy per annum.

What we do...

The main objectives of the CSA are to;

• improve practices and efficiencies in the Industry
• add integrity, structure and dignity to each of our Members’ business activities whilst protecting consumers
• present a united approach to those bodies that regulate our Members’ activities

Our value to the UK economy

• Number of collection agents within the industry: 6,800
• Our Members hold over £60 billion for collection and return nearly £3 billion in collections to the UK economy each year
• Growth rate of the sector: 10%

“our vision is to create a sustainable future for the industry and the benefit of the UK economy as a whole”

Why collect debt?

The functions performed by Members are vital to the efficient operation of the consumer credit market.

Unpaid debts cause damage to lenders and to borrowers by adding costs to the system which result in higher prices for credit and services.

Serious problems with unpaid debt may also lead to a restriction in the availability of credit and services, particularly to consumers, who may otherwise find it difficult to obtain cost-effective credit.

The CSA vision

Our vision is to create a sustainable future for the collections industry and the benefit of the UK economy as a whole by;

• ensuring our Members put consumers at the heart of everything they do
• acting as a support network for all those involved in and affected by debt
• working collaboratively with stakeholders to build confidence in the industry

How is the CSA governed?

The CSA is governed by a Board of Directors who are an integral part of the Association.

The Board of Directors are elected by the Members of the Association and they bring with them a wealth of experience and knowledge from the credit and collections industry.

Board Members serve for a three year period before they are re-elected. If re-elected they can serve for a maximum of three full terms without a break. Full Members are entitled to stand for the CSA Board at the AGM if there is a vacancy and, if successful, are assigned a portfolio responsibility by the President. The CSA Board is very active and works closely with the Association’s Head Office based in Newcastle upon Tyne.

Our Board represent a wealth of expertise and a desire to positively shape industry professionalism.

CSA Board information

• Thirteen Board Members comprising an executive committee, a President, Vice President and Treasurer
• Three year presidency
• Three year board tenure appointments

CSA membership benefits

Why join?

The CSA provides Members with leading best practice guidance as well as holistic training solutions. We also create networking opportunities where Members can meet and compare experiences in the industry and learn about critical regulation compliance updates.

CSA Membership is your fast track to;

• ensuring compliance through a Code of Practice and 24/7 access to key online resource and regular compliance updates
• high quality discounted accredited training
• delivering a complaint escalation service for customers of Members

Member services and resources

• Free Business Helpline
• Discounted Insurance Policies
• Industry Updates via the CSA review
• Continuous Improvement Programme (CIP)
• Data Gathering Initiative (DGI)
• Compliance and Industry Guidance documents
• Collector Accreditation Initiative (CAI)

CSA Code of Practice

A central part of the CSA’s commitment to standards is its Code of Practice which sets out the standards expected of Members. We believe that the Code of Practice will enable consumers and businesses to address their debts in confidence of fair treatment.

This Code of Practice is intended to be a helpful resource for consumers, whilst compliance with it is obligatory for CSA Members to ensure best practice standards are maintained. The previous regulator, the Office of Fair Trading (OFT), used the CSA’s Code of Practice to assist with formulating its own Debt Collection Guidance in 2003. This Guidance will now form the Financial Conduct Authority’s (FCA’s) rules for our sector.

Members agree to comply with the Code of Practice as a condition of membership. In any instance of breach, we have a disciplinary procedure,which includes removal from membership.

CSA Learning and Development (L&D)

The CSA L&D portfolio provides Members and non members with a wide range of accredited training courses aimed at further improving and enhancing the professionalism within our sector.

Collector Accreditation Initiative (CAI) An exclusive online assessment tool

What is the test?

• Online assessment
• 40 multiple choice questions
• 40 minutes time allocation
• £20 per test - 28 day time period or four attempts to pass
• Accreditation valid for 12 months

What will the CAI do for your business?

• Benchmark your collectors’ compliance competency against the competition
• Demonstrates your credentials to Investors and Regulators
• Identifies internal training needs, and creates provisions to monitor improvements
• Provides visibility of your internal high standards to a wider audience
• Heightens a client’s perception of your commitment to uphold the highest levels of compliance

Continuous Improvement Programme (CIP)

In partnership with PwC, the CIP is a programme which works directly with our Members to help them continually improve practices and encourage best practice and high standards. It measures the maturity of practices, policies, procedures and controls against “The Standard”, created specifically by the CSA incorporating our own Code of Practice, the applicable sections of the Lending Code ,the FCA Requirements and other industry related regulation and guidance.

CIP key benefits

• Systematic evidence of compliance (not anecdotal)
• Pro-active management of regulatory priorities
• Auditable standard confirms compliance with existing laws and regulatory guidelines
• Complete confidentiality and impartial review (provided by PwC)
• Access to leading on-line compliance system included
• Cost is relative to size of business

CSA Professional Qualifications

Level 2 Apprenticeship

The NOCN Level 2 Award for Working in the Debt Collection Industry was created by the CSA and provides an industry-recognised qualification that offers proof of knowledge and the skills required to function as a proficient member of staff employed within the Debt Collection Industry.

Level 3 Diploma for the Debt Collection Industry

The CSA provides a Level 3 Diploma which is a holistic approach to training and learning development. The Diploma is created and delivered by industry experts to ensure relevance.

Having produced over 750 graduates since its existence, the CSA has modernised the only Diploma specifically for the debt collection industry, creating a nationally accredited qualification which currently sits on the Qualifications and Credit Framework (QCF) via a modular based learning pathway.

Level 5 Diploma in Compliance Risk Management

The CSA has created a professional qualification which will help to demonstrate to the regulators that businesses have a highly qualified professional Compliance Manager. The aim of the qualification is to set a benchmark compliance qualification that integrates with the new FCA regime. In doing so the CSA hope to set a standard to ensure that compliance managers have the necessary skills, knowledge and expertise required to satisfy the regulators and ensure staff are equipped to do their jobs effectively.

The L5 Diploma will consist of 4 units of work;

• Unit 1: Legal and Regulatory Framework
• Unit 2: The Role of a Compliance Manager
• Unit 3: Compliance and Quality Assurance
• Unit 4: Business Strategy and Compliance

CSA e-Learning Academy

The CSA e-Learning academy is an e-Learning platform for all students studying for the Level 3 and Level 5 CSA diplomas or anyone training for an apprenticeship. Using our e-Learning platform will provide students with greater breadth, knowledge and understanding of the entire debt collection industry with 24/7 access and a reduction in out of office commitments.

Future CSA L&D developments

CAI

• Utility Test
• Field Collectors Test

Level 4 Qualification

The CSA Level 4 qualification is currently in development and will be built to implement succession planning and middle management developments within organisations.

L&D external partnerships

All training programmes have been developed by the CSA and accredited by our awarding organisation partner NOCN.

Each programme meets the requirements set by the qualifications regulators in England (Ofqual), Wales (DCELLS) and Northern Ireland (CCEA) and is part of the Qualifications and Credit Framewark (QCF).

The National Occupational Standards (NOS) and the Financial and Legal Skills Partnership (the Sector Skills Council for our industry) have been considered and mapped against the development of these units of study also.

The CSA is an associate member of the National Skills Academy for Financial Services (NSAFS), providing the Association and its members with critical support in the migration to FCA regulation.

The NSAFS is an independent, employer-led charitable organisation dedicated to growing talent and building professionalism in the UK’s financial services industry.

Contact us

T: 0191 217 0775

E: training@csa-uk.com

Meet us at;

• L&D Forums
• L&D Workshops
• L&D dedicated stream at the CSA annual conference

CSA compliance and guidance

The CSA Compliance Department aims to keep Members of the Association informed and up-to-date with all legislation and regulation which affects our industry. The department also produces guidance documents for Members as an extension to the Code of Practice, for specific issues where more detailed “best practice” guidance is required.

The following list is a summary of some of the legislation which affects our industry.

• Data Protection Act 1998
• Consumer Credit Act 1974
• CSA Code of Practice
• Administration of Justice Act
• Water Act 2003
• Utilities Act 2000
• Fraud Act 2006
• Proceeds of Crime Act 2002
• Communications Act 2003
• Rights of Entry (Gas and Electricity Boards) Act 1954
• Bribery Act 2010

Financial Conduct Authority (FCA) guidance

Specifically for Members who deal with consumer credit, we also provide useful documents to help our members prepare their businesses for FCA authorisation.

• Compliance Guides to the FCA Handbook
• FCA FAQs
• Useful Information on CONC Rules
• Consumer Credit Updates

Lobbying Government and Regulators

The CSA works extremely hard to put Member views across to the regulatory bodies and Government.

Through raising concerns, lobbying for change and working hard to shape regulation, we aim to make legislation less burdensome and to redress the balance between the consumer and the collector.

The CSA regularly produces guidance on interaction with regulators and government bodies. We believe it is also vitally important for Members to raise issues themselves at constituency level.

Complaints procedure

If a Member of the Credit Services Association is believed to have breached the Code of Practice, the Association has a formal complaints procedure in place to allow such matters to be investigated.

CSA events

The CSA run a number of events throughout the year for both Members and non-members involved in the credit and collections industry. These range from large annual events to smaller more intimate meetings.

CSA Annual Conference & Exhibition

This highly popular two-day event in early September commences the conference season for the collections industry and attracts in excess of 400 collection and credit professionals over a two-day period.

Who attends

• National Debt Collection Agencies (DCAs) and Debt Purchasers
• Blue Chip Creditor Businesses (including all UK leading retail banking institutions)
• Alternative Lenders
• Debt Recovery Law Firms
• Bailiff and High Court Enforcement companies
• Business Process Outsourcers (BPOs)
• Local Authorities

Why attend?

• Network with regulators and industry peers
• Hear industry updates
• Exhibit your business to over 400 attendees
• Expose your company name and message with a selection of sponsorship opportunities
• Organise client liaisons

CSA Members’ Meeting and Annual General Meeting (AGM)

Why attend?

• Information: Gather key business intelligence and market awareness
• Voting Rights: Influence the future of the Association through voting at the AGM
• Governance: Share best practice
• Networking: Fact find with existing and new clients in sociable surroundings

CSA regional meetings and workshops

Why attend?

• Gain key specific market insights
• Pose direct questions to industry stakeholders
• Concentrated focused networking
• Profession-led forums
• Sector and business activity led

CSA online webinars

The CSA run a series of online webinars throughout the year. An online webinar enables presenters and speakers to deliver a presentation online and attendees can attend from the comfort of their own desk and therefore reduces the amount of out of office time.

• Industry updates from your desk
• Free to attend
• Opportunity to ask questions to speakers anonymously

Head Office

The CSA head office is located in Newcastle upon Tyne just outside the centre of Newcastle. The Association is headed up by our Chief Executive Officer and consists of various different departments which assist in the smooth running of the organisation.

Departments

Each department has a diverse range of highly skilled staff who contribute towards the successful running of the Association on a daily basis. The following departments make up the Credit Services Association.

• Sales
• Marketing and Events
• Membership and Compliance
• Learning and Development/Training
• Accounts
• Internal Operations and Human Resources (HR)
• Legal

Governance

The CSA is governed by a Board of Directors who are an integral part of the Association. The Board of Directors are elected by the Members of the Association and they bring with them a wealth of experience and knowledge from the credit industry. The CSA also has a number of special advisors to the board, and they advise on issues such as compliance, customer relations and other important industry matters.

Which membership category do you fit into?

There are four types of membership categories at the CSA.

• Foundation: Start-up and fledging businesses that primarily collect debt or offer ancillary services such as customer trace, occupy this category of Membership. On completion of two years trading history, these businesses are automatically upgraded to Full Members.
• Full: Companies where any or a combination of the above is the primary source of revenue for the company. To apply for full membership you must have a minimum of two years trading accounts.
• Affiliate: Companies that fall into this category could be accountants, banks and building societies etc. Affiliate membership incorporates all businesses that carry out the function of debt collection as a secondary activity in relation to their everyday business enterprise – and have been doing so for at least one year.
• International: Debt collection is the primary source of revenue, but the company is registered in a country outside the United Kingdom and has been trading for at least one year.