General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+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 Relaunches Level 3 Diploma to Reflect Important Regulation Changes

The Credit Services Association (CSA), the voice of the UK collections industry, is to re-launch its benchmark Level 3 Diploma to reflect key changes within the industry and the new regulatory regime. The new course has been re-approved by Ofqual and learners are now invited to register for the Level 3 Diploma, which will start at the beginning of next year.

The Diploma is structured around six units, four of which are delivered in the classroom by the CSA (in association with NOCN). It is a holistic approach to training and development, created and delivered by industry experts to ensure that it remains current and relevant to a new generation of students. 
“The Level 3 Diploma is designed to set a professional benchmark,” explains Luke Sculthorp, Business Development Manager at the CSA, “and more than 750 graduates have gained a Level 3 Diploma since it was first launched. However, it is imperative that all of our professional courses are kept up to date with changes from within the industry, which is why we have pushed through several important changes to the syllabus.”
The CSA has also recently launched its Level 2 Award for apprenticeships to encourage new entrants to the market and ensure they receive the right training from the start. “It is a scheme designed to attract young talented people and support the membership by providing access to them,” says Luke. “The Level 2 Award is focused on promoting professionalism at the grass roots. In part, it is a recruitment solution but it is also a means of pushing up standards across the industry.”
Working alongside Leeds City College to run a pilot scheme, the CSA has been helping to recruit new apprentices with 10 working at First Locate in Yorkshire, and a second scheme with Bromley College where another 10 have been recruited at Cabot Financial Kent. The Level 2 participants undertake a 12-month apprenticeship with a CSA member where they are introduced to all areas of the business, and their practical learning is supported by a structured course delivered by the local college. 
All the successful candidates must work through the apprentice framework and the Level 2 Award, which includes written assignments, and it is either delivered at the business or the college classroom. The Level 2 Apprenticeship is supported by the National Skills Academy for Financial Services that promotes the scheme within the financial services sector and helps source educational providers where there is demand from organisations to take on apprentices. 
Members interested in the apprenticeship scheme are encouraged to contact the CSA who will work with members to expand the network of colleges.