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+44 (0) 191 236 2709

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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, 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

07-06-2018

CSA confirms programme for 2018 UKCCC with key focus on technology

The Credit Services Association (CSA), the voice of the UK debt collection and debt purchase sectors, has confirmed the full programme for this year’s UK Credit and Collections Conference (UKCCC), including a keynote address by Jonathan Phelan, Head of Retail Finance & Debt Supervision at the Financial Conduct Authority (FCA).

The conference is divided into morning and afternoon plenary sessions, including a panel debate on the pros and cons of Fintech, and a discussion on how to resolve the issue of mounting consumer debt. Between the plenaries, delegates will have a choice of five breakout streams, including two streams devoted to Technology and Innovation, as well as Compliance & HR and International Relations. Although 25 May has passed, and GDPR is now in force, as an industry, there is still a lot of work to do. Delegates will also have the chance to attend a number of dedicated GDPR workshops delivered by Toni Vitale of Winckworth Sherwood, focusing on the regulator’s current and future priorities, fines, and some of the challenges with compliance, all to help reassure businesses that they are still on the right track.

Within the Technology and Innovation streams specifically, experts will discuss such issues as Payment Initiation Services (PIS), the role of Artificial Intelligence and machine learning, and how Open Banking applies to businesses large and small. The much-heralded Senior Managers and Certification Regime (SMCR) will be a particular focus within the Compliance stream, whereas the International Relations stream will explore the practical impact of Brexit on collections and provide an update on the new FENCA Code of Conduct.

The GDPR stream will be split into three workshops: the first looking at the current and future priorities of the Information Commissioner’s Office (ICO); the second exploring the challenges of regulation compliance; and the third outlining future Privacy and Electronic Communications Regulations (PECR).

As well as the conference programme, this year's event will play host to the 2018 Credit and Collections Technology Awards to recognise excellence and innovation in the UK credit and collections industry. It also reflects the Association’s growing recognition of technology as being vital to the future success of businesses in the sector. Entries for the awards are now open.

The CSA's 2018 UKCCC will take place on Thursday 13 September at the newly-refurbished four-star Crowne Plaza in Stratford-upon-Avon. Prices have been held from 2017, with various ticket options available, full details can be found at www.ukccc.csa-uk.com. Contact CSA’s Head of Sales, Mark Buckley, for further details on 0191 217 3073 or email sales@csa-uk.com.

 

Learn more about the UKCCC 2018