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+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+44 (0) 191 236 2709

Write to us

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,


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



Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way


NE13 9BA


Why the CSA need a signed copy of your complaint




A letter from the Information Commissioner's Office

A message from the Information Commissioner's Office:

As you will be aware, the Information Commissioner’s Office (ICO) has responsibility for promoting and enforcing the Data Protection Act 1998 (DPA), the Freedom of Information Act 2000 (FOIA) and related legislation. We are independent from government and promote access to official information and the protection of personal information.

We are writing to stakeholders across various sectors to raise awareness of an upcoming change to the DPA. On 10 March 2015, section 56 of the DPA will come into force. Section 56 makes it a criminal offence to require an individual to exercise their subject access rights (under section 7 of the DPA) to gain access to information about their convictions and cautions and provide that information to a person. This practice is commonly referred to as enforced subject access and may be used, for example, to provide supporting evidence regarding a job application or before entering into a contract for goods, facilities or services.

We have been advocating the commencement of section 56 for many years to address a growing concern in the number of organisations seeking to circumvent the established criminal records regime by requiring an individual to use their subject access rights in this manner. Following changes to the Rehabilitation of Offenders Act 1974, the Minister of State for Justice announced this commencement last year. The date for commencement is 10 March and there will be no transition period. The ICO will therefore be considering prosecutions for breaches from this date.

In order to help organisations prepare for commencement, we have produced comprehensive guidance on what activity section 56 covers and how we interpret various terms in the legislation. We would be grateful if you would encourage your members to read the guidance available on our website at and review any policies and procedures they have that may involve enforced subject access to ensure that these do not breach section 56.

If you have any questions, please call our helpline on 0303 123 1113 who will be happy to answer these as fully as possible.