Chris Leslie, Chief Executive of the Credit Services Association, opened his keynote with a clear message: the collections sector is far more stable and vital than it is often given credit for. Drawing on insights from across the UK’s collections landscape, he painted a picture of an industry managing tens of billions in consumer and commercial debt, quietly underpinning the wider credit economy. Despite its low public profile, Leslie emphasised that without effective collections, affordable lending simply cannot function at scale. 

A misunderstood sector with a stronger story to tell

While public perception may lag behind reality, Leslie highlighted that most consumers actually accept the role of collections and often report positive, professional experiences when engaging with agencies. He pointed to a highly regulated environment, strong compliance frameworks, and a growing focus on vulnerability and customer support. Yet, challenges remain. From outdated legislation like the Consumer Credit Act to increasing regulatory complexity and misinformation spread via social media, the sector is navigating a rapidly evolving landscape that demands both resilience and adaptation. 

Technology, data and the future of customer engagement

Looking ahead, Leslie identified technology as a defining force reshaping collections. From AI driven customer interactions to more sophisticated data use and self service channels, the industry is transforming how it connects with consumers. At the same time, he called for smarter credit reporting and greater collaboration with the public sector, where significant recovery opportunities remain untapped. Ultimately, his message was simple but powerful: improving engagement and building trust through better communication and financial education will be key to unlocking better outcomes for customers, businesses, and the broader economy.