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Credit Services Association

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Sir Bobby Robson Way

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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: Ofwat's 'unlocking the value in customer data' report for water companies

Claire Aynsley is Head of Regulatory Compliance and 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.   


Last month I attended the launch of water industry regulator Ofwat’s report on ‘unlocking the value in customer data’. With the recent introduction of the ‘open water’ market, it’s certainly an interesting time in the sector and data sharing is top of the agenda with the introduction of the new General Data Protection Regulation (GDPR) now less than 12 months away.

The foreword to the report opens with: “Ofwat regulates a vital public service and customers are at the heart of everything we do.” This is also true of debt collection and we think that all sectors could benefit from more open data sharing and a single customer view. As in the debt collection sector, GDPR posts both a big compliance challenge and a fantastic opportunity for water companies but slow take up of new technologies still needs to be addressed. Only three water companies have an app and most only use customer data for billing.

Ofwat’s Chief Executive Cathryn Ross said at the event: “Data allows companies to look at things through a customer lens” and there are a lot of useful insights within the report about how to empower customers with data and adapt services to make them more personalised and customer-centric.

Ofwat’s research shows that customers are not passive recipients but active participants in the water sector, and this is particularly the case when it comes to falling into arrears. It is easy to think when customers don’t pay that they aren’t actively doing something about it but we can use data to better understand why this happens and how best to avoid it/help customers when it does. As the report shows, effective use of customer data can actually drive behaviour change on both sides.

One of the six areas identified in the report as being the role of customer data in the water sector is ‘supporting customers who are struggling to pay their bills’. Sharing data on this amongst all parties, including internal collections team and external debt collection agencies, can lead to much better customer outcomes.

As the regulator, Ofwat’s priority is to work with water companies to modernise the sector and customer data will help to achieve this. They want to see good quality, well-understood, secure data as the basis of a strong foundation from which to build a data strategy and good data management being ‘business as usual’, so that the sector is able to move fast to adopt new technologies, be more innovative, respond to customer trends and drive efficiency. The ‘unlocking data value’ report lays out seven expectations on water companies related to:

  • Data innovation
  • Data strategy
  • Data quality
  • Customer empowerment
  • Data knowledge
  • Data security
  • Collaborative working

We’re also encouraging our members working in the water industry to adopt these expectations and implement the advice in the report, which can be found here.

Technology, innovation, and data will all be key themes at the CSA’s UK Credit & Collections Conference in September 2017 with the Head of Policy & Engagement from the Information Commissioner’s Office (ICO) and the Chief Executive of the Institute of Customer Service both speaking. Find out more here