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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: The Apprenticeship Levy – which ‘camp’ do you sit in?

Ahead of the introduction of the Apprenticeship Levy in April, we invited Mike Thompson of Barclays to deliver a presentation at the recent CSA Members' Meeting outlining how businesses can benefit and make the most of this new initiative. Mike is Director of Early Careers, Chair of the Apprenticeship Trailblazer Group for Financial Services and a member of the Apprenticeship Delivery Board.


The premise behind the Apprenticeship Levy is a shared growth ambition to provide people with access to a prosperous future. This is about creating societal and commercial value, not one or the other.

Through our apprenticeships programme at Barclays, we helped 3,000 people into work and long-term careers, providing access to a range of entry level roles across the organisation for the long-term unemployed. As a business, this has benefited us in a number of ways including increasing the diversity of new recruits and closing skills gaps by investing in our existing workforce.

The Apprenticeship Levy is only part of the reforms to apprenticeships but it is still widely misunderstood.


The three ‘camps’

Damian McAlonan, Managing Partner of the Boost Partnership has identified three ‘camps’ that businesses are typically falling into when it comes to the introduction of the levy:

  • Camp 1 - The ‘Denial Camp’. This camp believed 12 August 2016 (the date the funding model was published) would never happen and that the levy would still be postponed.
  • Camp 2 - The ‘It's too late to do anything now’ Camp. This camp is going to treat the levy like another ‘need to pay’ tax. They’ll do nothing and hope no one asks too many probing questions, meanwhile they’ll work out what to do for 2018.
  • Camp 3 - This is the ‘I need to do something, but not sure what’ Camp. This camp is relying on training providers or industry bodies to come up with an off-the-shelf solution to bail them out.


Of course, training providers, assessment organisations and trade bodies are there to help but making the most of the levy really comes from making it a key part of your organisational development strategy.

A key benefit of the new apprenticeship reforms, particularly for those organisations that don’t already have strong apprenticeship programmes in place, is access to better quality training and qualifications for both your existing and new recruits, increasing your capability to attract better talent and create a more productive, engaged workforce.

The CSA has developed new apprenticeship standards for Credit, Collections and Compliance and will be providing advice and guidance to its members across all aspects of apprenticeships. For more information, visit