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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA

 

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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, 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

26-04-2018

CSA calls for the debt collection industry, campaigners and charities to work together to tackle issues over mounting consumer debt

The Credit Services Association (CSA), which represents over 300-member firms dealing with more than 40 million cases, has called upon the debt charity sector to work more closely with its members in supporting those with mental health issues, and crucially in bringing more cases to their attention if there is evidence of a customer not receiving fair treatment.

It highlights the work that its members have done in supporting the consumer, and in particular its Code of Practice that already includes a 30-day ‘breathing space’ with the option for a further 30 days if needed, for those identified as being vulnerable. As CSA CEO Peter Wallwork explains: “Treating all customers fairly has been at the heart of what our members do for a very long time, and many have specialist teams dedicated to supporting the most vulnerable customers.

“The news that the Government is introducing a ‘Breathing Space’, and has accepted the ‘Recovery Space’ scheme proposal, is welcome, and we overwhelmingly support both, but it should not be forgotten that such guidance has already been part of our members’ best practice for some time and the key to both will be how they are implemented to ensure it does not overcomplicate the customer experience.”

Mr Wallwork says that the CSA Code of Practice was the document used largely to create the OFT’s Debt Collection Guidance which was subsequently used by the FCA to produce the rules around debt collection in CONC. “Not only does it already include a 30-day breathing space, but also specific guidance for dealing with consumers identified as having mental health issues,” he continues.

Mr Wallwork thinks part of the problem is the continued confusion between private enforcement agents (often referred to as bailiffs) calling in person, and debt collection agencies. Both are employed by the major banks, credit card companies, utilities etc - but the latter collect debts over the phone.  He is also concerned by clients’ knee-jerk reaction to the latest campaign:

“Let us be very clear,” he continues, “identifying those with mental health problems is incredibly important but it is also incredibly difficult and needs the debt collection agencies, the debt charities, the medical profession, the government, and consumer champions like Martin Lewis to work together to find a solution.”

The CSA Code has a complete section on dealing with customers in vulnerable circumstances: “Our members all adhere to this Code and if they do not then we want to hear about it,” Mr Wallwork concludes.

“I would suggest that they do, but debt is a complicated and emotive issue, and commentators are often quick to judge an industry, which has in reality moved on from the stereotypical view many still hold of it.”