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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

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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA


CSA Privacy Statement


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




CSA agrees discount with Royal Mail as part of new Test & Innovate Scheme

The Credit Services Association (CSA), the voice of the UK debt collection and purchase sectors, has secured an agreement with Royal Mail to bring the Test & Innovate Scheme (TIS) to the collections industry. 

TIS is an incentive for trying new ideas in mail applications that could prompt higher response rates from customers. These range from changes to letter content and layout through to envelope changes such as the use of indicia based on stamp images.

Members will also have the support from Media Specialists from Royal Mail MarketReach who can bring to bear their wealth of experience through insight, research and media tools, which could help improve the effectiveness of members’ mail packs and boost ROI.

CSA members can use TIS to test new mail applications and receive a discount rate of 30% off the access price (6.5p – 23p per item) during a six-month test period and then a further 10% discount off the access price (2.2p – 7.7p per item) for the following six months for tests which progress to full roll out.

Members will receive these discounts in the form of postage credits regardless of whether the postings are made through Royal Mail, an Access Operator or another postal delivery provider.

John Ricketts, President of the CSA who led the discussions, has also agreed with Royal Mail to further enhance TIS to include 'champion/challenger’ strategy tests (where the 'challenger' strategy contains an increase in letter frequency). “Royal Mail will also be making its ‘Media Specialist Team’ available to members to advise on how to innovate in mail,” he says. 

Members have already begun to take advantage of this new opportunity to test mail applications.

Royal Mail is accepting applications to operate under the TIS incentive until 31 January 2018.