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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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




Burlington Group becomes FCA’s first authorised debt collection ‘principal’

The Financial Conduct Authority has today named Burlington Group as the first debt collection firm to be authorised as a principal business. Authorisation as a principal means that Burlington will be able to engage Appointed Representatives to carry out regulated debt collection activities under the supervision of the firm.

With authorisation to carry out regulated activities of debt collection and debt administration, Burlington will engage its field officers as Appointed Representatives to service existing clients and recent contract wins, including a three year contract with Volkswagen Financial Services.

Under the Appointed Representative regime, Burlington will be responsible for ensuring that its field officers meet FCA requirements with regard to competency, ongoing training and evidencing positive customer outcomes.

John Ingram, Burlington’s Managing Director said, “We have worked incredibly hard and to some intense timeframes to achieve authorisation in such a short space of time. We are of course very grateful to the FCA for helping us to help achieve another industry first. Our efforts have not been limited to the application process and we have been engaged in a Continuous Improvement Programme since 2012 to help the business meet compliance objectives.”

Burlington’s Sales Director, Adam Wonnacott believes that Burlington now occupies a unique position in the debt recovery marketplace, “The debt collection industry is in a period of adjustment and there is an element of uncertainty as regards who will remain once the waves of the FCA authorisation process have receded. Our clients and prospective clients can draw comfort and reassurance from today’s announcement.”

The FCA Appointed Representative regime creates, for the first time, a definitive regulatory framework that obligates DCA’s to take responsibility for the conduct of field operatives. This is something that Burlington has been advocating for several years, “The AR regime moves the industry away from loose ‘agency’ arrangements that existed historically,” says Ingram, “ Now, both the FCA Principal and the Appointed Representative have regulatory responsibilities and both need to maintain standards if they wish to carry out debt collection activities”.