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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 reports members’ success in seeking FCA authorisation – over 50% now fully authorised

Over half of all debt collection agencies and members of the Credit Services Association (CSA) who have applied to the Financial Conduct Authority (FCA) for full authorisation have had their applications accepted, and the pace of authorisations appears to be accelerating.

According to statistics released as part of the CSA’s Data Gathering Initiative (DGI), 76 (52%) of the 145 members that submitted regulatory business plans to the FCA now have full authorisation, with the balance (69 companies, representing 48% of the total) still at the interim permission stage.

John Ricketts, Vice President of the CSA who compiled the data, said that the figures compare favourably with other parts of the wider credit industry, and notably debt management companies (DMCs) who are yet to see many across the line: “The success of members to date reflects the preparedness and professionalism of those in the sector,” he explained.

“We know from other DGI research that agencies have been investing significantly in compliance and in preparing for the obligations placed upon them by a new regulator, and it appears that this investment is paying off.”

The statistics reveal a number of interesting anomalies: out of the CSA's 271 Full, Foundation and Affiliate members (not counting Originator, Creditor and International membership), 76% (207) originally registered for interim permission with the FCA in April 2014 and 64 (24%) did not. However, of those 207 that did, 11 (5%) subsequently cancelled their interim permission and a further 51 (25%) allowed their interim permission to lapse. The remaining 145 continue to be regulated by the FCA and submitted regulatory business plans for approval to full authorisation.

John believes that there could be many reasons why only 145 out of the 271 actually progressed to apply for full FCA authorisation: “Given the diversity within our membership, some will have found that FCA authorisation was not required because of their particular business model, perhaps because they are not collecting financial services debt or are only engaged in commercial debt collection,” he continued.

“Others will not have qualified for authorisation since they are acting as an appointed representative, rather than working direct, or have since chosen to become an appointed representative rather than be directly authorised themselves.”

Interestingly, the pace of authorisations appears to have accelerated in the 1st quarter of 2016. Of the 76 that now have full authorisation, 30 were authorised pre-Dec 2015, a further eight were authorised in January 2016, 20 in February and 18 in March.

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