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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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

Top

17-11-2016

Consumers should not bury their heads in the sand over debt

To coincide with the first ever Financial Capability Week, the Credit Services Association (CSA) has issued some simple guidance around debt, and particularly how to avoid becoming a case of ‘mistaken identity’ and how to resolve the matter should it occur.

  • Keep creditors up-to-date with current contact details: If you move, change phone number, email address, or even change your name, inform all of your creditors, including your Local Authority. Most problems start when a creditor is unable to reach the customer at the last known contact address. This means that vital correspondence might never be received.
  • Don’t ignore letters from your creditors: it is never in a DCA’s interests to pursue payment from someone who is either unable to pay or who is a case of mistaken identity. Ignoring the problem will not resolve the issue. Conversely, responding to correspondence will help to resolve an issue more quickly.
  • Communication is key: the financial services sector is heavily regulated, and customers have everything to gain and nothing to lose by engaging with a DCA or indeed the creditor to ensure that any outstanding balances are paid, or incidents of mistaken identity are communicated as soon as possible. 

Claire Aynsley, Head of Regulatory Compliance and Standards at the CSA, says that many debt-related issues could be significantly reduced if there is proper dialogue: “While it is the responsibility of our members to do everything in their power to make the process as easy as possible, it is also the responsibility of us all to keep our creditors informed of any change in our details.

“Such a simple step could have a dramatic impact in reducing the cases of mistaken identity, or customers being pursued for a debt they never knew they had.”

With 40% of adults saying that they are not in control of their finances, financial capability will be a major focus for 2017. The CSA’s advice comes during the first ever Financial Capability Week #FinCapWeek, which is taking place this week (14-20 November 2016) to bring organisations together to discuss what we can do to make positive change.