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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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

02-08-2016

CSA creates further opportunity for dialogue with creditors to improve the customer experience

The Credit Services Association has called for even greater collaboration between creditors and the debt management companies and highlighted the growing role that debt purchasers are playing as pseudo ‘creditors’ in improving the customer relationship.

Speaking at the Debt Managers Standards Association (DEMSA) Conference in June, Leigh Berkley, President of the CSA, described debt buyers as being uniquely placed to work with the debt advice sector to get the best deal for the consumer.

“In the UK, debt buyers already own more than £50bn of unsecured defaulted debt – on a par with the banks themselves,” he said, “and with regulatory and capital pressures, even more bank assets are likely to be divested.

“It is the CSA’s role to ensure that debt buyers uphold the highest possible industry standards and not only share best practice with creditors, but also go above and beyond to ensure they are acting as a creditor would act in offering a consistent experience for the customer.”

The need to even better engage with creditors is a key theme of the CSA’s UK Credit & Collections Conference (UKCCC) in September 2016 bringing together creditors, collectors, advisers and regulators to look at how the customer experience can be further improved.

Mr Berkley says it is more important than ever to work together as a sector: “We are working hard to open lines of communication, in particular with creditors, so we can promote a consistent approach with the consumer, whether their debt is financial services, telco, utilities, local authority or central government,” he concluded.

“We hope to see representatives from across the banking and other sectors at our Creditors’ Forum and UKCCC.”