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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

23-06-2017

CSA introduces revised Code of Practice to reflect FCA's regulatory framework

The Credit Services Association (CSA), the voice of the UK debt collection and purchase sectors, has revised its Code of Practice to incorporate new Principles of Business. 

The new revised Code continues to promote best practice in terms of collections activity, and also details what the CSA expects of its members in terms of their business set-up, financial stability, employing people with the right skills, staff training, and most importantly, how they treat all customers fairly.

The CSA Code of Practice has been through a considerable transformation since it was first introduced in 1985. It was used by the Office of Fair Trading (OFT) to produce its own Debt Collection Guidance in 2003, which was further updated in 2006 and 2011 with strong influence from CSA. The Guidance now forms the basis of the FCA’s CONC rules.  

The Code’s aim has always been to promote best practice in debt collection and across the debt purchase arena, regardless of the type of debt. However, with the introduction of the FCA’s regulation of consumer credit, a number of CSA member firms fell outside the FCA’s regime due to the specialist services they offer such as collection of utility or commercial debt.

“This meant that there was a vacuum in terms of consistent regulation and rules for that group of the membership, and we wanted to fill that space to ensure fair customer outcomes and a more even playing field,” says Sara de Tute, Board Director (Compliance) for the CSA. 

“As the industry has evolved, so has our Code, and with the release of this new version we have incorporated elements of the FCA’s regulatory framework by introducing new Principles of Business and adding context and industry relevance to these Principles.” 

John Ricketts, President of the CSA, says that the Code will continue to help deliver best practice and drive standards: “The Code reinforces all elements of best practice,” he adds, “which in turn provides a high level of confidence for our members’ clients, their prospective clients, regulators, consumers and industry stakeholders.”

The revised Code of Practice will be released at a press launch at House of Commons, Thames Pavilion on Wednesday 5 July 2017.