In this section of the website, you will find information explaining who we are – the UK’s leading trade body for firms providing asset finance, consumer credit and motor finance –and what we do to represent the interests of our members.
Perhaps you are looking for guidance on motor finance options, consumer rights or hardship problems.
The FLA has a dedicated consumer information section packed with useful information and links to further sources of help.
Vulnerability: A guide for Debt Collection
In 2016, the Finance & Leasing Association and The UK Cards Association commissioned the University of Bristol’s Personal Finance Research Centre to undertake research into how firms approached the identification and support for customers in vulnerable circumstances.
The report comes in two parts, the first of which was launched on 21st March 2017. This captures the experiences of 1600 frontline collections and specialist staff from 27 UK lenders, debt collection firms and debt purchasers.
The guide describes strategies to help staff deal with specific and often challenging vulnerabilities, such as serious or terminal illness, bereavement, addiction and mental health issues.
Please click on the icons below for the full report, Vulnerability: A guide for Debt Collection, and the accompanying Data Report.
If you find yourself in difficulty unexpectedly, don’t ignore the problem. Getting into financial difficulty doesn’t just mean falling behind with repayments, it could be that you are keeping up with repayments but that you are finding it a struggle.
FLA members recognise that it is difficult and even embarrassing telling someone that you are struggling, but if you do they will do what they can to help you. PLease click on the leaflet below which provides you with a guide and details of various organisations who may also be able to assist you.
Alternatively, you may have a query about the FLA’s Lending Code, which sets out the high standards we expect from our members in their dealings with all customers.
We also provide a conciliation service for customers with complaints against members. This means we will liaise between both parties in an effort to resolve the issue but we cannot award compensation or enforce a decision about your case. You may also be able to refer your complaint to the Financial Ombudsman Service.