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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: ‘Money on your mind’: bringing together creditors and debt collection professionals on prevention of financial difficulty for those with mental health issues

Claire Aynsley is Head of Regulatory and Compliance Standards at the Credit Services Association. Since joining the organisation over 10 years ago, her dedication and passion for the industry have greatly enhanced the status of the Association, forging strong relationships with regulatory bodies and other industry stakeholders to ensure we are at the forefront of any regulatory and legislative changes.


This morning, the MoneySavingExpert Martin Lewis-backed Money and Mental Health Policy Institute (MMHPI) has published its new ground-breaking report on money and mental health: ‘Money on your mind.’ This is something the Credit Services Association, the UK trade body for the debt collection and debt purchase sector which deals directly with customers who are in financial difficulty, has been involved in from its inception. I was fortunate enough to be invited to a roundtable hosted by MMHPI back in April where we discussed how we can identify ‘crisis spending’ amongst customers with mental health issues.

MMHPI’s director Polly Mackenzie will be on a panel entitled ‘vulnerable customers, mental health and debt collection’ at our upcoming UK Credit and Collections Conference in September, where we’ll be bringing together debt collection and purchase professionals, with creditors, debt advisers and other stakeholders to discuss the issue further.

So, what’s in the new ‘Money on your mind’ report and how can we use the intelligence to better understand how debt collection professionals should deal with those with mental health problems and work with other agencies to identify and support them more effectively? 

The report looks at nearly 5,500 people with mental health problems and found that for a whopping 72% of them, their condition made their financial situation worse. Over 90% spend more when they are unwell and find it harder to make financial decisions, and nearly 60% take out a loan that they wouldn’t otherwise have! Over 70% put off paying bills and avoid dealing with creditors, and over 50% of them end up seriously behind on payments. This is where debt collection comes in and where we have a responsibility to identify each issue and help customers deal with them.

However, as Polly Mackenzie states below, prevention is better than the cure when it comes to ‘crisis spending’ and we as a sector need to work more closely with creditors to ensure that fewer and fewer of the customers we’re dealing with are victims of the above:

“This study offers us an unprecedented insight into the complex relationship between financial difficulties and mental health problems. Some progress has been made in recent years to improve how people with mental health problems are treated once they are in debt, but little attention has been given to preventing this happening in the first place.”

MMHPI recognises that mental health conditions are episodic and that it is not right to take financial autonomy away from sufferers. Instead, measures such as third party mandates granted to a carer/trusted friend and self-exclusion from risky products, are being explored in a way that can be properly managed and will not result in financial abuse.

We’re taking increasing steps to work more closely with creditors including banks, credit card companies and utility companies, to better understand the customer journey and prevent customers defaulting on payments. Alternatively, when they do default, ensure measures are in place to help support these customers and help them become debt free. As well as the UK Credit and Collections Conference in September, we hold Creditor Forums (the next of which is on 27 July in London) and have launched a new free Creditor membership which includes discounted training and events and direct engagement with debt collection and purchase professionals to help share best practice and input into industry standards.