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 appoints new General Counsel

The Credit Services Association (CSA), the voice of the UK debt collection and purchase industries, has appointed Angela McClean as its new General Counsel.

An experienced financial services in-house solicitor, Angela will work closely with the head office team, and members of the CSA, to offer legal input into membership guidance and regulation and consultation responses. She will also provide corporate and other legal advice in relation to matters that impact the Association.

Angela has spent the majority of her career working for some of the UK’s leading insurance and financial services companies including Aviva, the Automobile Association, and Royal & Sun Alliance. Most recently she headed the legal department for Homeloan Management Limited, an outsourced mortgage servicing subsidiary of Computershare (an Australian owned financial administration company).

CSA Chief Executive Peter Wallwork says that Angela’s appointment reflects a growing need within the Association for best-in-class specialist support: “In representing a multi-billion-pound industry, and operating within a new and evolving regulatory regime, it is important that the CSA has experienced professionals who can provide best advice to our headquarters team,” he said.

Having worked for large corporates throughout her career, Angela sees working for a trade body as an exciting opportunity: “Working within an industry that is adjusting to a new regulatory environment is a challenge,” she admits, “but the chance of working with a small, hardworking team where your contribution can make a real difference was an opportunity that was too good to miss.”

Angela will be based in the Association’s headquarters in Newcastle.