General Enquiries

+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, 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

 

Top

28-04-2016

Blog: Are you Mailmark ready?

John Ricketts is Vice President of the Credit Services Association (CSA), the UK trade body for the debt collection sector.

 

Royal Mail’s new Mailmark barcode technology brings mail and business information together, providing organisations who mail out high volumes (millions of letters) with powerful analytics on exactly what happens to each letter from the moment it leaves them to the moment it arrives at the recipient’s door, and beyond.

The detailed online reporting covers everything from predicted delivery times to errors on individual items. When integrated with other business intelligence tools, this allows us to measure the performance of customer mail in a way that was never previously possible.

As a sector that relies heavily on postal communications to make vital contact with customers, new technology that will allow us to better understand what happens to our mail once it is dispatched will be of huge benefit to both the industry and consumers. Here’s three reasons why:

  1. Weeding out the wrong data
    The quality of customer data has a direct impact on the effectiveness and efficiency of debt collection. Mailmark will improve the debt collection process for both collectors and customers by increasing address quality and weeding out incorrect data more quickly. Previously, Royal Mail carried out a manual sample of an organisation’s mail and added surcharges to the whole mailing for noncompliant items. Now, each and every item will be checked (with only incorrect items being surcharged) so that incorrect information can be identified and removed from the outset.

  2. Getting the timing of follow up communications right
    The ability to track delivery speeds and confirmations will give debt collection agencies the ability to time follow-up communications such as phone calls more effectively before letters are mistakenly thrown away or customers are given cause for concern. It will also mean that customers do not receive calls before receiving the corresponding mail, saving time and confusion. This not only gives the collector more control but takes the onus off the customer, taking the hassle out of following things up off their hands and making sure that all the communications they receive are streamlined and predictable.

  3. Understanding the customer journey
    Overall, the detailed analytics provided by Mailmark will give us a much greater insight into the customer journey, allowing collectors to adapt their approach according to the information that the customer has/hasn’t already received. This will make us more agile as an industry and able to make better business decisions based on the confidence of knowing what has happened to our mail. We will be able to provide clients and stakeholders with better information on how we are engaging with customers and more effectively selfregulate the impact of our communications on customers.

To post with Mailmark you will need a Mailmark-enabled Mail Producer. More information and a step-by-step guide can be found here: www.royalmail.com/mailmark