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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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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




Blog: Good practice creditor toolkit on working collaboratively with debt advice agencies

Leigh Berkley is former President and current Board Director of the Credit Services Association (CSA), Board Director of the Money Advice Liaison Group (MALG), Vice President of the Federation of European National Collection Associations (FENCA) and Director of External Affairs & Development at Arrow Global.


On 5 July 2017, the Money Advice Service (MAS) launched its new good practice creditor toolkit on working collaboratively with debt advice agencies. Having been involved in its development through various workshops, the Debt Advisory Operations Group (DAOG) and providing a case study on how Arrow Global works with a range of debt advice agencies for the toolkit, I was pleased to be asked to help launch it on behalf of the creditor community.

There is a large body of evidence which shows that, like the financial services and collections industry have done for years, working in close partnership with the debt advice sector tends to achieve fairer outcomes, better customer engagement and sustainable payments - providing a win-win for all involved. However, currently there are varying practices across other creditors when it comes to recognising, assessing, and reviewing their customers’ need for free debt advice.

There is an awful lot of advice out there on how creditors need to deal with the debt advice sector, but this new toolkit is based on a really practical, operational, pragmatic and collaborative exercise involving a wide range of practitioners and stakeholders which ensures that the guidance is relevant and will have a real impact. The best practice processes and case studies in the toolkit provide a flexible framework for different types of creditors, and because it is full of real world insight, the toolkit gives creditors the opportunity to look in detail at their operation and really challenge themselves on what they are currently doing.

I would highly recommend reading the toolkit in full (which can be found here:, but in summary, the seven areas where creditors can collaborate better with the debt advice sector to support their customers are:

1. Debt advice interventions – creditors should track the benefits debt advice brings to customers as well as their ability to collect arrears payments.

2. Customer affordability – creditors should apply the Standard Financial Statement (SFS) spending guidelines or equivalent industry guidance when agreeing affordable repayments.

3. Debt advice referral strategies – creditors can use this toolkit to review all customer channels and help appropriate customers to easily access independent debt advice.

4. Creditor oversight of referral partners – creditors want to have oversight of what happens to customers post debt advice referral. Use this toolkit to agree an approach with debt advice referral partners.

5. Engagement & partnerships – creditors have day-to-day contact with debt advice agencies. MAS provides guidance on getting the most from the relationship.

6. Target specific customer cohorts for debt advice intervention – some examples and case studies of innovative partnership working with debt advice agencies.

7. Align to the Money Advice Service ‘supportive creditor standards’ – the difference between ‘Minimum standards’, ‘Good practice support’ and ‘Going above and beyond’ are summarised.

With the Arrow Global Debt Britain report forecasting further rises in unmanageable household debt by 2020, I hope the toolkit will enable creditors including local and central government, utilities and landlords to fully embrace the benefits of working collaboratively with debt advice agencies, and to streamline the customer journey to provide better outcomes for all involved.

Part of the CSA’s role is to bring together creditors, collections professionals and advisers, in order to showcase the high standards already being achieved by our members, and we look forward to doing that again this year at the UK Credit & Collections Conference on 14 September 2017. Find out more here.