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


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 Announces its first Supplier Member

Styles&Wood has become a Supplier Member of the Credit Services Association (CSA), the first to join the extended category of membership since it was announced in November last year.

Arctick, an award-winning enterprise Governance, Risk and Compliance (GRC) management software solution, has been developed by Styles&Wood to support CSA members and others within the credit industry with regulatory compliance.

Peter Wallwork, Chief Executive of the CSA, says that Supplier Member status will provide Styles&Wood with a range of benefits: “It will afford them even greater visibility of the collections, debt sale and purchase market and in turn gives the CSA’s 300-strong membership greater visibility of a company and solution that can help support their operations and regulatory compliance.”

Arctick’s Managing Executive, Ian Wilson is excited by the opportunities that Supplier Member status will bring: “We look forward to developing a close working relationship with the Association and its members,” he explains. “Our Arctick GRC RegTech solution enables firms to implement and evidence robust governance controls, aligned with the stringent expectations of the FCA under the latest senior management arrangements, systems and controls.”

As a CSA Supplier Member, the Arctick team will be able to attend member-only meetings and other CSA events such as compliance meetings, roundtables, forums that offer sponsorship and profile building opportunities.

“Being a member of the CSA at any level means being part of an active trade association that plays a strong consultative role with major industry bodies, regulators, government and industry arbitrators,” Peter continues.

“It also provides access to high quality discounted accredited training, compliance support and updates, a Supplier Directory listing, and we’d encourage any supplier that is actively engaged within the credit industry to seriously consider the advantages that Supplier Membership can bring.”

For further information about CSA Supplier Membership, please contact Ruth Ecclestone on 0191 217 3073 or email