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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




Blog: How fintech can support people with mental health problems – and what the collections sector needs to do

Nick Cherry is Chief Operating Officer at Phillips & Cohen Associates, the UK’s only dedicated deceased account management business, and Vice President of the CSA.


As we know, the link between debt and mental health is significant. The recently published vulnerability guide for debt collection cited that one in two consumers with a debt problem also has a mental health problem. As members of the credit industry we are already engaging with this agenda and the people affected, so we should be using every tool available to us to address the problem.

Technology is a key driver here and the reason that this year’s Credit Services Association’s UK Credit & Collections Conference (UKCCC) in September 2017 has a strong tech focus.

The fintech community is doing some excellent work to find solutions for lenders such as designing tools that will allow customers to self-diagnose mental health problems and better control their finances at times of difficulty. Last week, the Money & Mental Health Policy Institute (MMHPI) published its ‘Fintech for Good’ report looking at how financial technology can support people experiencing mental health problems. They will be delivering a session on this and their wider policy work at UKCCC.

But how realistic are some of these fintech solutions? And what about those (probably the most vulnerable) that ‘fall through the gaps’? And how far off are these tools from becoming a reality across banking/lending? As the MMHPI Fintech for Good report states: “There’s no guarantee that fintech will develop in a direction that supports mental health. Without careful consideration it could be discriminatory, disempowering, stigmatising or reinforce the digital divide. These risks are real, but should not prevent progress. Instead, they should frame our thinking, guiding us to develop tools and processes which are fair, safe and level the playing field.”

The MMHPI report identifies five ways fintech can help:

  1. Money management
  2. High-control products and self-exclusion
  3. Checking understanding online
  4. Support from friends and family members
  5. Spotting the problem early

We want to take this a step further to look at how we can do similar things in the collections space to ensure that those with mental health issues who still end up in financial difficulty are properly supported at that point in the process. Are there existing data solutions which we could be using now? For example, propensity to pay scores provide an insight into who is likely to pay and debt collection agencies/debt buyers tend to focus on the highest likelihood of payment. How much analysis and focus has been given to those with the worst scores getting a more appropriate treatment vs just going through a ‘tick box’ process? Will the use of different channels open up new opportunities to engage with these customers and how do collections organisations achieve an ROI thereon?

These amongst many other questions need to be considered, debated and acted upon and we hope that UKCCC 2017 will be a platform for starting those discussions.