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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

23-09-2016

Blog: Daily Mail article response: Abuse of CCJs? Litigation is a last resort in debt recovery

Peter Wallwork is CEO of the Credit Services Association (CSA), the UK trade body for the debt collection sector.

 

Last week (12 September 2016), the Daily Mail ran an article entitled ‘Lives ruined for the sake of a penny’. It was about an investigation into the use and possible abuse of County Court Judgements (CCJs) in which some of our debt collection agency members were mentioned.

As we detailed in our proactive response to the journalist’s enquiries during the investigation, we are unaware of any incidents and wholly reject the suggestion that any of our members would intentionally have a judgment passed without a customer’s knowledge.
 
Litigation is a legitimate method of debt recovery typically used when the customer has failed to engage with often numerous attempts at establishing a dialogue. What is essential in deciding to use the courts is whether the action is proportionate, appropriate, and in accordance with the principles of fair treatment, as determined by the Financial Conduct Authority (FCA) through which many CSA members are authorised and scrutinised.
 
All cases for litigation are carefully considered and assessed – including an assessment of any known vulnerability (e.g. illness) – before legal action is taken. This includes verification of the correct address for the customer, and is always preceded by further attempts to contact the customer, including a letter before action. There is no point in pursuing a customer through the courts when there is no reasonable chance of the judgment being enforceable; it is not in the members’ or their clients’ interests to do so.  
 
Our members' first priority is to promote engagement with the customer and come to an affordable payment arrangement. Litigation is only commenced where this engagement cannot be achieved and CSA members go to great lengths to ensure account details are correct.
 
We have already spoken to our contacts at the Financial Conduct Authority (FCA) - and will be engaging with the politicians quoted in the Daily Mail piece - to assure them that our industry remains committed to supporting customers in managing their debt. We also believe that customers should help themselves by always informing their creditors of any change of address, and in taking advantage of any one of a number of new free credit score services to ensure that if an issue does occur, it can be swiftly identified and put right. Greater access to data and not less is what is required.
 
In the meantime, our advice is to urge anyone who believes they have not been treated fairly to contact the creditor in the first instance or whoever is collecting the debt. If not satisfied with the outcome, we would encourage them to contact the CSA, the appropriate regulator, or consumer advice body. See the help and guidance section of this website for more info: http://www.csa-uk.com/consumer/help-and-advice/