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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


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,


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 Level 3 Diploma - feedback from students

The CSA Level 3 Award, Certificate and Diploma for the Debt Collection and Purchase Industry is an industry-recognised qualification that offers proof of knowledge and the skills required to function as a proficient professional within the debt collection industry. We've gathered together a selection of student's thoughts and experiences of studying the course:


Not just learning from a textbook

"The course itself was great as the sessions involved lots of practical activities - it wasn’t all about learning from a textbook which some courses tend to be."
Jade Bailey, Fredrickson International
"I feel more confident in my role and the study guides were well-written and made it easier to complete the assignments to a good standard - I enjoyed the course immensely."
Craig Arneil, STA International
"The material provided was excellent and the facilitator was clearly knowledgeable and made things easy to understand." 
Rodney Francis, Fredrickson International


Friendly tutors and CSA support

"I approached the course with trepidation as I have not been on a course that required written submissions for a number of years. On arrival in the classroom I was immediately put at ease by the friendliness of the CSA tutor. The tutor tailored his approach to suit the entire class so students of all levels engaged and took part in group activities discussing experiences."
Mark Hancock, Phillips & Cohen
"Although it was an e-learning course I had regular contact and feedback from my tutor which was greatly appreciated."
Alison Blower, Top Service
"The supporting reading material and notes were extensive and the availability of the tutor was helpful as and when required." 
Graeme Harley, Baker Tilly Creditor Services LLP

"Our tutor had great knowledge of the industry and passed on this knowledge in our monthly sessions which benefitted us all to a great extent by giving us an insight to how the industry has changed."
Paige Robinson, Lowell Group
"The CSA also made completing the qualification really easy too, as they provided regular updates and were always on hand with any additional support if it was required."
Rodney Francis, Fredrickson International


User friendly

"The online course is extremely user friendly and I have found the content to be well explained."
Gayle Dimelow, Ascent Performance Group Ltd

"I am greatly appreciative of the support given and can highly recommend this qualification, and the CSA, to help further your career!"
Paige Robinson, Lowell Group




Learn more

Learn more about the Level 3 qualification by watching our free webinar with CSA Head of Learning & Development Fiona Macaskill.

View webinar

Learn more

Contact us on 0191 217 3072 or email