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+44 (0) 20 7330 8810

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+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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

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22-12-2016

Blog: 2016: The year the debt collection sector came of age

Peter Wallwork is chief executive of the Credit Services Association, the UK trade body for the debt collection sector. Here, he reflects on the Association's activities and successes in 2016.

 

2016, despite its many challenges, seems to be the year that the debt collection sector has ‘come of age’ in terms of how central the customer journey has become to the culture of our businesses and, whether FCA regulated or not, standards of compliance and customer treatment have continued to improve significantly, for which we can all be proud. This is in a large part down to our effective engagement with a wide range of stakeholders which has enabled us to position ourselves as key influencers and ensure that our knowledge of the industry and the consumer is used for the benefit of all.

Success on Pre-Action Protocol for Debt Claims

It was great to finish the year with a genuine highlight. Our President, Leigh Berkley, has been sitting on the Ministry of Justice Civil Procedure Rule Committee (CPRC) subcommittee responsible for developing the Pre-Action Protocol for Debt Claims (often referred to as PAP). He sat on the subcommittee with Rob Thompson of the Civil Court Users Association (CCUA) and fought hard for approximately two years to lobby the industry’s view on the matter. At the main CPRC meeting on 9 December 2016, attended by the Master of the Rolls, we were successful in gaining agreement that creditors will not need to send out the original agreement at the Letter Before Action (LBA) stage and this, along with a number of other concessions gained since the last consultation in January 2016, will make the new protocol much more workable for the creditor and much less intimidating to the consumer, whilst still retaining the intended benefits.  More news will follow on the finalised PAP and implementation period, but this has been a great example of how we can pull together to protect the interests of the consumer and the CSA Membership.

Engaging regulators

Overall, I hope you will agree that the CSA Board has continued to drive standards upwards in 2016, as well as providing crucial advice, L&D support and guidance to Members as we navigated the path from FCA migration to FCA authorisation. Since 2014, we have continued to forge strong links with the FCA, meeting at least on a quarterly basis. We have advised them on how the industry works, and given assistance on numerous issues such as the various thematic reviews and consultations, the issues surrounding the authorisation of fee-charging debt management firms, and ongoing fees and reporting. We are often consulted as the FCA are forming their opinions or scoping their work prior to public consultation, most recently on the forthcoming Senior Managers and Certification Regime. This is a valuable opportunity only afforded to trade bodies like the CSA, and from this engagement we have achieved some very good results. We are currently working with the FCA to create a ‘common misunderstandings’ document that should help to dispel industry myths and clarify a number of important issues. We have also been lobbying for a sensible outcome to the annual review of debt management plans (DMPs).

Beyond the FCA, we have supported Members who cannot be FCA authorised because they do not undertake relevant activities. We have lobbied Ofcom since their draft statement on the use of diallers first came out, and have just very recently received the revised policy statement from the regulator. We are currently reviewing the policy and will engage with the regulator and issue a further statement early in the New Year.  We are also pleased that Ofcom has confirmed they will attend our upcoming Members Meeting and AGM on Tuesday 7 February 2017 at Leicester Marriott Hotel. 

Bringing the industry closer together

As I write this, I am very proud of the strong links we have established and nurtured within the new regulatory regime, the debt advice sector, and with other trade bodies and stakeholders.

I continue to sit as an observer on the Lending Standards Board, and we have been working proactively with HMT whilst they explore the possibility of a statutory breathing space for customers and the viability of making fair share contributions the method of choice for funding debt management. We have also been representing the industry on a Cabinet Office working party on fairness in Government debt collection, and working with the Money Advice Service on the new Standard Financial Statement. This year, Leigh Berkley joined the Board of the newly incorporated Money Advice Liaison Group (MALG) with new Chair Liz Barclay, and was elected to the Board of FENCA and appointed Vice President, where his portfolio is to work with FENCA members to develop a Pan-European Code of Conduct for our industry on the General Data Protection Regulation, and a wider second Code for Collections. These Codes should help us get the interpretation we need from the new data protection regime, and also forestall further regulation from Brussels that would affect our industry, regardless of Brexit.

Continuing the hard work

We may be coming to the end of the FCA authorisation process, however times have never been busier or more challenging, and I would like to thank the Board of the CSA, and the exceptional team at Head Office for their support, dedication and hard work.

2017 is going to be a big year for the Association and we will start it in a very strong position with the future of the debt collection sector looking brighter than ever.