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+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

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

09-02-2017

CSA appoints new President and confirms new Board

New CSA President John Ricketts

John Ricketts has succeeded Leigh Berkley as President of the Credit Services Association (CSA), the voice of the UK debt collection and debt purchase sectors. His appointment was confirmed at the CSA Annual General Meeting (AGM) in Leicester on 7 February 2017.

A former Managing Director of iQor in the UK and Canada, and the current Commercial Director of AIC, John has worked in the credit services industry for almost 40 years including board positions at Robinson Way, and the Infocheck Group. He has also held senior positions at Dun and Bradstreet and Experian. He has been a member of the CSA Board since 2009, and Vice President since 2014. He is also a Member of the Chartered Institute of Credit Management (MCICM).

To coincide with John’s appointment, Nick Cherry has also been confirmed as the CSA’s new Vice President. Nick is Managing Director – International, at Phillips & Cohen Associates (UK) and has over 20-years’ experience in the credit industry including previous roles at Citi-Financial, The Funding Corporation, and Red2Black Collections. He joined the CSA Board in 2013.

Five further Board directors have also been announced: Leigh Berkley (Director of External Affairs at Arrow Global), Sara de Tute (Legal and Compliance Director at Lowell Group), Eddie Nott (CEO of 1st Credit), and Denise Crossley (CEO/CRO of Motormile Finance) were all re-elected; Stuart Sykes (Operations Director at Secure Recoveries) is appointed to the Board for the first time.