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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

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 four 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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

Top

02-02-2016

CSA to set out important principles at annual meeting

Two important documents are to be launched by the Credit Services Association (CSA) this week tackling the major issue of the withdrawal of paying accounts and offering key guidance and high-level principles of outsourcing in the credit industry.

Tom Chandos, Senior Independent Director of the CSA, says the documents, to be presented at the CSA’s Members’ Meeting and AGM on Wednesday, are the result of months of consultation and deliberation with members and legal counsel: “Our aim is to provide authoritative guidance on key areas of concern and debate within the debt collection industry and to build upon the launch of the new model contract,” he explains.

“In relation to the withdrawal of paying accounts, the document outlines the key considerations including why the withdrawal may be necessary, how the debt collection agency should be fairly compensated, and the likely impact on the customer.

“It also considers the issues regarding the exchange of data, and of ensuring that whatever decision is agreed, it must always comply with the Financial Conduct Authority Principles of Business, industry best-practice, and Treating Customers Fairly (TCF).”

The CSA’s work in developing guidance for the debt collection industry has also led to the launch of a second document that provides high-level principles of outsourcing in the credit industry.

Lord Chandos says that while the CSA encompasses many different categories of member, with all committed to providing a compliant service focused on delivering positive outcomes for customers, there are different views on what ‘best practice in outsourcing’ should look like: “By establishing a set of high-level principles for outsourcing, the CSA is looking to define best practice for all concerned and to create a practical template through which those involved in outsourcing can govern the relationship,” he explains. 

“As a trade association, the CSA must be mindful of anything which could be viewed as anti-competitive by nature and therefore has focused its work  to establish a set of recommended principles which it hopes all constituents of the industry can subscribe to, but which will not create binding ‘rules’.”

The principles consider such areas as due diligence, contractual agreements, conduct risk and performance management, and compliance and oversight. It also sets out principles of data and data sharing, remuneration and reward, industry best practice and change management.