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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 5 Diploma - a student's view

The CSA Level 5 Diploma in Compliance Risk Management is a challenging and comprehensive qualification. At the UK Credit and Collections Conference (UKCCC) Gala Dinner Awards, Susan Bain, of Zinc Group, was recognised for her performance in the first Level 5 Exam.

Susan shares her experiences of the qualification so far, and reflects on how the qualification has contributed towards her own personal development.


"As head of compliance for the Zinc Group, I felt this was the correct time to further enhance my knowledge regarding compliance and risk. I am a strong believer that you never stop learning, and no matter how many years you have worked in the industry there is always something new to learn and new challenges to be met.

I decided to take the experience I have gained over the years and enhance it with further education, and for me there was no better place to do this than with the CSA Level 5 Diploma in Compliance and Risk Management for the Debt Collection Industry.

I did not really know what to expect from the course other than hoping for an interesting and informative experience which I could carry forward in my role, which in turn would also benefit my employer.

Susan Bain receives Level 5 Award

I was not disappointed with the course - it examined the role of a compliance officer, the implications of compliance risk for businesses and how to demonstrate compliance controls to the regulators. It also explored the importance of compliance assessment and business risk strategies.

The exam and assignments were challenging, but the time spent studying and learning felt worthwhile as I was building on my knowledge of the regulations. Also, as some assignments were worked-based and required the practical implementation of compliance and risk controls, I felt the course was adding value to my business as well as to my own personal development.

As well as learning and gaining a new and valued qualification, the course gave me an opportunity to meet and exchange experiences with other students, enabling me to expand my professional network with likeminded individuals who, like me, understood the value of learning and development. If you are thinking of taking up the course next year I would say “go for it”, but be prepared to put in the hours and work hard - if you do this, you will be rewarded with a great sense of achievement and an industry-recognised qualification."


For further details about the CSA's qualifications please view our training brochure or contact us to learn more (0191 217 3073 or 0191 217 3079).