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+44 (0) 20 7330 8810

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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


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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,


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 dismisses IFS report as an unfair portrayal of new Apprenticeship Levy

The Credit Services Association (CSA), the voice of the UK debt collection and debt purchase sectors, also disagrees with the IFS claim that increasing the number of apprentices ‘could sacrifice quality for quantity’.

Fiona Macaskill, Head of Learning and Development at the CSA, says that the report is both unhelpful and misguided: “It fails to take into account the boost it will give to some of the more under-invested areas of the financial services community,” she explains, “and in particular those working in collections and credit management.

“Perhaps what people don’t realise, is that there is no upper age limit to an apprenticeship, and neither are this new generation of apprentices necessarily starting at the bottom rung of the ladder. The levy is not an excuse for channelling current training investment into apprenticeships; it provides an opportunity of creating something genuinely ‘new’.”


Benefits to learners and employers - click to enlarge



Fiona says that as long as the employee is gaining substantive new skills and the training is materially different from any other training previously provided, then they qualify: “It allows employees not only to move up but also across your business into new areas and with new opportunities to develop. The levy will raise the employer’s commitment to – and awareness of – training and development, and provide them with more control of the design and quality of the apprenticeship training that is delivered.”

The new levy, due to start in April, is a 0.5% tax on all employers with a wage bill of £3m or more. Despite the government’s ambitions to create some 600,000 new apprentices, the IFS believes that employers will use the new scheme as an opportunity to re-badge existing training schemes as apprenticeships, rather than pay twice.

Fiona does not agree: “Within our own industry of debt collection, a number of specific apprenticeship standards have been created that will be offered and supported by the CSA,” she says. “These range from the new standard in Financial Services Credit Controller/Collector through to the most advanced Senior Compliance/Risk Specialist Apprenticeship standard. Many of our members are exploring specialist routes as well including IT, Accountancy, and Law.

“It serves as a very tangible illustration of the broad nature of the training now available. It also serves to show how debt collection – for a long time the ‘Cinderella’ of the financial services industry – is fast becoming a part of the mainstream, and due to the empathetic skills required to work in the industry, the concept of a career in debt collection is now a reality.”