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

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,


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 Collector Accreditation Initiative (CAI) passes significant landmark

The Collector Accreditation Initiative (CAI), a 40 questions online test  to further up-skill individuals in the debt collection industry, has passed a significant landmark.

The number of tests taken has now exceeded 20,000, with more than 80 percent of participants achieving a pass. Some 90 companies are taking part in the scheme, comprising 5,500 employees across the whole sector including the banks. 

The original brainchild of former CSA President Dr Roger Lucas and launched in 2011, the CAI is an affordable online test that annually benchmarks an individual collector’s knowledge and compliance to the highest standards the industry demands. It is considered the smart move for those companies who want to differentiate their services, and show existing and potential clients that their commitment to best practice extends throughout the entire organisation.

The CAI question bank has recently been revised to ensure the online platform is up-to-date and in line with the demands of the new regulator and a collections environment that is especially dynamic.

Roger Lucas says that the success of CAI reflects a wider industry desire to demonstrate professionalism and best practice: “The original goal was to create a simple, low cost solution to demonstrate the levels of knowledge and professionalism that already exist, and identify additional training where they do not,” he explains.

“Having been fully embraced by companies, we are now looking at how we can develop the test still further, perhaps by adapting it to specific sectors such as utilities and doorstep collections. 

To learn more visit the CSA Learning and Development section of the website or contact Adriana Galli Davison (0191 217 3073) or Katherine Laird (0191 217 3079).