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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 supports members with new model contract as ‘best practice’ for client negotiations

A new ‘model contract’ that helps debt collection agencies to negotiate terms to provide greater clarity and ensure the appropriate treatment of customers remains a core principal of the relationship, has been launched by the Credit Services Association (CSA), the voice of the UK debt collection industry. 

Launched specifically for those members operating in the contingency space, the new contract proposes compensation, recall and termination clauses to provide balance and clarity to both parties, as well as a suggested schedule and Service Level Agreements (SLAs) that can be adapted according to need. 

Nick Cherry, CSA Portfolio Director for DCAs, says that the contract will help CSA members of all sizes to agree fair terms in securing new business: “It is a designed as a template that members can review and adapt to their own needs, and then use as a framework for negotiation and agreement with clients to ensure we have a balanced contract protecting the interests of all parties, and ensuring the appropriate treatment of customers remains a core principal of the relationship.” 

Sara de Tute, CSA Portfolio Director for Compliance says that the new contract mirrors current thinking around best practice: “As well as consulting with members, we have also sought legal counsel to create a document with appropriate clauses and language to meet current FCA and other regulatory requirements,” she adds. 

Although not mandatory, the CSA expects the new contract to act as an essential benchmark to which its members can refer: “The contract will give members even greater confidence of securing business against terms that are fair and transparent in the context of an increasingly complex and sophisticated collections landscape,” Nick concludes. 

In addition to the contract, the CSA has also created a new glossary of terms to bring commonality in approach and understanding. Both the glossary and the new contract can be accessed via the members’ section of the CSA website.

View the model contract