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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA


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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 eight 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




Advice regarding Bankruptcy and Debt Advice (Scotland) Act 2014

Advice regarding the  Bankruptcy and Debt Advice (Scotland) Act 2014 published by Stephen Cowan of Yuill & Kyle.

Bankruptcy and Debt Advice (Scotland) Act 2014

The following is a short bullet point note on Scotland's new legislation.

1) Policy aspiration of the AiB:

  • ensure those debtors who can pay their debts should pay;
  • creditors get the best return possible;
  • break the debt cycle through improved rehabilitation from debt problems
  • educating debtors to improve their financial awareness when dealing with financial matters.

2) Key changes to take place:

  • individuals will no longer be able to bankrupt themselves without taking prior financial advice from approved money advisor thus ensuring best option is taken
  • financial education, 'the financial wealth service', compulsory for some debtors identified as valuable to recurring debts
  • to identify surplus income a 'common financial tool' will be a mandatory part of the advice process.  Therefore the same tool will be used by all money advisers to assess income, expenditure and identify surplus income available to contribute towards debts.
  • debtor will be required to pay the contribution determined by the common financial tool for a minimum of 48 months - this is 12 months longer than under current arrangements.  The idea is that:        

 - such contributions are sustainable

-  increased payment time should increase creditor return.
  • a new 'debtor contribution order' to replace the IPO       
- debtors can apply for a six month payment break but will still have to make a minimum of 48 payments
  • delay in discharging debtor from bankruptcy if they do not sign a new 'statement of undertaking' or comply with its conditions, including payment of the contribution.  Therefore more co-operation from the debtor will be encouraged.
  • a new moratorium to be introduced across all statutory debt solutions.  Therefore debtors to be given a 6 week period of protection from creditor action.  The idea is to give the debtor some breathing space, allowing them to take debt advice.  During this period:        

- no arrestment

- no money attachment
- no interim attachment
- no attachment of estate
  • Creditors will be aware by searching:
-  AiB website
-  Register of insolvencies
-  DAS register

3) Debtor discharge:
  • no automatic discharge except in minimum asset cases (MAP)
  • the trustee will apply for the debtor's discharge - if not, trustee must explain why not to the debtor   

- debtor has a right of appeal to sheriff

  • possibility to re-open bankruptcy if after discharge it is discovered debtor estate would have been vested, eg debtor subsequently inherits assets or assets are discovered.

4) Court time:

  • to free up court time miscellaneous admin processes currently carried out by the court to pass to the AiB including:       - application by a trustee for a direction
- recall of sequestration where debts can be paid in full
- appointment of replacement trustee

Further reading

A selection of articles relating to debt recovery and credit control can be found