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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: What is financial abuse and how can the debt collection sector challenge it?

A qualified solicitor, Sara de Tute has over 10 years’ experience as a Legal & Compliance Director within the debt collection sector. She is a member and former president of the Credit Services Association’s Board of Directors.


Last month, I attended an event hosted by Citizens Advice to launch their recently published ‘Addressing Financial Abuse’ report. The report provides banks, other creditors and advice providers with a framework for helping to stand up to financial control by intimate partners.


What is financial abuse?

Unlike physical abuse, financial abuse is not well understood or easily identifiable. Financial abuse is typically one person controlling the finances of another in an extreme way. Examples given at the launch event included someone’s partner not allowing them access to their own bank account, taking out credit and running up debts in a partner’s name, stopping a partner from getting or keeping a job, stealing from a partner or refusing to contribute to household costs and forcing a partner to ask for money or commit fraud in order to obtain money. We were told of a woman who was given a shopping list each week by her partner with the exact amount of money to the penny she had to purchase food. She was violently attacked by her partner when she had to use her children’s birthday money to do the shopping because her purse had been stolen and she dare not tell him.

The majority of victims of financial abuse are women but men can also be victims. It can affect anyone from any background or walk of life.


What are the consequences of financial abuse?

The report highlights the fact that people who are prevented from managing their own finances from an abuser can suffer serious long term consequences, even after the relationship has ended. Aside from the potential financial hardship caused, financial abuse is also often part of wider domestic abuse, including violence and psychological bullying. For example, the woman mentioned above was also made to sleep on one side only and if she turned over she was woken up and made to sleep on the floor.

Those suffering financial abuse are clearly at high risk of suffering from both mental health issues and financial difficulty, which as we know from research released by MoneySavingExpert Martin Lewis for the launch of the new Money and Mental Health Policy Institute is a ‘marriage made in hell’ for customers.


What is the role of the debt collection sector in challenging financial abuse?

No doubt a number of the customers that we as debt collection professionals deal with on a daily basis will be victims of financial abuse. In fact, it is likely that being contacted by a debt collection agency may make the problem worse for those who are trying to hide financial difficulty from their partners. Along with lenders, creditors and advisers, we are therefore responsible for helping to identify and address the problem. Although we have means of assessing a customers’ vulnerability, financial abuse will not always be clearly identifiable, particularly amongst customers who do not want to disclose what is happening to them. However, more people are disclosing financial abuse and discussing it with advice providers and there are steps we can take to escalate this.

The Citizens Advice report calls on financial services firms and charities to work together to improve how we respond to problems faced by customers. By encouraging and validating disclosure of financial abuse, we can break down the major barrier of fear of not being believed, and by providing carefully planned reassurance and proactive help when it is safe, we can play a part in challenging it at the point at which victims are likely to be at their most vulnerable. The report also includes recommendations on protecting confidentiality and referring people to the right source of help according to their circumstances, which provide useful insight for collections professionals.

The publication of this report is a positive step forward in bringing financial abuse into public consciousness and ensuring that victims are treated sensitively and given the right help.