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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 urges FCA to reconsider proposals on fee increases

Proposals by the Financial Conduct Authority (FCA) to increase the variable fee paid by authorised debt collection firms could have ‘unintended consequences’ for smaller agencies, according to the Credit Services Association (CSA), the body that represents the debt collection and purchase industry.

The proposed increase could see regulated firms paying over 50% more than they currently do for their annual fee, a substantial hike at a time when the industry is also having to cope with the rising cost of compliance.

And although some of the larger firms may be able to absorb such an increase, or adapt their business plan to accommodate it, Peter Wallwork, CEO of the CSA believes that many small-to-medium sized businesses will struggle to do so:

“Those SME businesses that are already spending substantially on compliance will now face further costs at a time when budgets are stretched to meet the new regulatory demands,” he says. “This could lead to SME businesses exiting the market, abandoning innovation or reducing staff; those with particularly stretched finances may shut down entirely.”

The CSA argues that this does not appear to be in keeping with the FCA’s stated approach to promoting effective competition; the FCA commits to not impose ‘…excessive regulatory barriers that may then restrict new entrants and thereby inhibit competition, diversity and choice…’

In addition to the proposed increase, the FCA suggests that the fee may in fact be subject to further change: “Should the assumptions prove incorrect and it be necessary for a larger increase in the variable fee, we would expect the FCA to assess its impact and give regulated firms the opportunity to respond,” Peter adds. “The FCA should confirm that any additional increase would also be subject to consultation before being imposed on firms.”

The CSA has previously encouraged the FCA to reconsider the fee structure in order to more proportionately distribute the costs among regulated firms and ensure that SME businesses are not priced out of the market by excessive compliance costs.

“We would again suggest that the FCA consider revising the fee structure for consumer credit firms, with the possibility of a tiered variable rate, which would ensure the costs of regulation were shared more fairly and proportionately,” Peter concludes.

The CSA’s views were expressed in its response to the FCA Consultation Paper (CP16/9).