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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,


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 welcomes new Standard Financial Statement but urges a designated savings account

The Credit Services Association (CSA), the voice of the UK debt collection and purchase industries, has broadly welcomed the launch of the new Standard Financial Statement to help create a clearer picture of an individual’s financial position and enable a fairer, faster resolution for resolving customer debts. 

It has also given a cautionary welcome to a new mechanism that allows customers to save a proportion of their monthly disposable income and effectively ‘ring-fence’ up to £20 per month to save for emergencies. 

But in welcoming the launch, it has also warned against the additional costs to the industry in accommodating such a change, and proposed that customers should open a designated savings account as evidence they are actually saving the surplus.

Leigh Berkley, President of the CSA, says that previously it has been up to individual firms to determine how much of a customer’s disposable income it is fair and reasonable to collect: “This new mechanism will help remove some ambiguity, and allow a more consistent and transparent approach across the industry,” he says. “Personally, I would also like every single creditor, including Local Authorities and Government departments, to use SFS. 

“From discussions with CSA members this year, it is clear that all of the firms I spoke to already take a responsible approach, and do not ask for anywhere near 100% of disposable income when a customer has a surplus on their I&E. 

“To implement SFS, our members will be obliged to change their manual and automated processes to accommodate the changes from CFS (Common Financial Statement), all of which adds to their costs. Despite the best intentions of the new statement, our industry and the economy could end up with the worst of both worlds: greater cost and longer periods before consumers get back to financial health.” 

The statement, which replaces the Common Financial Statement, comes into effect in March 2017. The new savings element was approved by the Debt Advice Steering Group of the Money Advice Service (MAS). 

The concept, Mr Berkley argues, is a good one: “Enabling customers to protect a percentage of their disposable income to save for a rainy day is sensible, logical, and should be applauded,” he says. “It is designed to prevent customers from getting into further debt (or stop repaying what they already owe) when there is an unexpected emergency.

“The challenge, however, is in proving that the money is indeed being set aside for such a purpose, and to prevent further detriment. Insisting on a designated savings account would help allay our industry’s concerns and prevent the good intentions of MAS from being exploited.”