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,


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: We’re supporting StepChange’s National #DebtDay to raise awareness of free debt help

Peter Wallwork is CEO of the Credit Services Association.


Today (18 January 2016) is predicted to be debt charity StepChange’s busiest day of the year with 20,000 people seeking advice on £50m+ worth of debt. However, recent research has shown that many still don’t know where to turn for debt help.

As the UK trade body for the debt collection sector, part of our role is to ensure not only that debt collection agencies uphold the highest standards in dealing with customers but that customers are able to access free, confidential and impartial advice on how to communicate with them. Our website has an entire section on help and guidance for consumers including links to the range of organisations like StepChange that you can turn to - a list of organisations can be found here

The ultimate aim of debt collection is to find the right solution for everyone and it is in our Members’ interests to put customer outcomes first. Members are bound by our Code of Practice and Financial Conduct Authority (FCA) regulation to ensure that customers are given the right help and support to be able to settle debts, set up a payment arrangement or finally demonstrate that they are unable to pay. If you have been contacted by one of our Member companies and are not sure what to do – please contact us or alternatively one of the organisations listed on the page linked above.


Follow the hashtag #DebtDay on Twitter today for the latest updates, information and advice from those offering free debt help