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

 

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17-03-2016

Blog: National Apprenticeship Week 2016: Ever thought about a career in debt collection?

Fiona Macaskill is the Credit Services Association’s Head of Learning & Development. She is responsible for developing the Association's learning and education programmes as part of a comprehensive career and professional development pathway, and to facilitate sharing of best practice in learning and development across the industry.

 

We’re sure if you asked most young people if they’ve ever considered a career in debt collection, it won’t be something that has crossed their mind. The launch of the Apprenticeship Levy in April 2017 provides financial services firms with a huge incentive to develop an apprenticeship scheme if they don’t already have one and we see this as an opportunity for young people in the job market and also an opportunity to position debt collection as a credible and rewarding career path.

 

Attracting the next generation of talent into the debt collection sector

As an ever-evolving sector that has undergone transformational change over the past few years when it comes to both regulation and practices, it is vital that we expand the pool from which firms recruit their talent so that we have a diverse and capable workforce to take us into the future. This means attracting not only young people but those from other sectors who have the appropriate transferable skills.

 

The sector has some historical reputational issues so we need better education and engagement on how debt collection is really practiced and how rewarding careers in debt collection can be for people with the natural empathy, emotional intelligence and sensitivity to deal directly with customers in financial difficulty.

 

Debt collection apprenticeships

As the UK trade body for the debt collection industry, we’re working with our Member companies to launch debt collection apprenticeship schemes for any age group that will incorporate our Level 2 Diploma. Our ‘Award for Working in the Debt Collection Industry’ is an entry level technical qualification that provides the essential practical skills needed to work in the sector. It is based on the most up to date insight on issues such as compliance and customer engagement. We believe that apprenticeship schemes will complement if not replace graduate recruitment programmes for some firms, eventually encompassing degree level professional qualifications like our Level 3 and Level 5 Diplomas.

 

Awareness of apprenticeships is growing at a rapid rate in financial services and the sector has led the way in developing new standards including Advanced Credit and Collections, and Compliance Professional, which are available for use by firms. The key difference between the new Trailblazer apprenticeships and the old standards is that apprentices will be assessed independently at the end of their apprenticeship and the assessment and grading system will be the same no matter which firm is sponsoring them. This provides the assurance of quality which will make apprenticeships a real alternative to university.

 

Are you looking for a career where you can become professionally qualified in a specialist area of financial services and get the satisfaction of helping people find a solution to their financial difficulties? Debt collection could be the career for you!