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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

19-09-2014

Customers of three debt management firms should stop making payments

FCA statement:

Debt management customers of Gregson and Brooke Financial Services (trading as Expert Money Solutions), One Tick (trading as Debt Savers Direct and 1-Tick) and the Money Management Service should stop making payments to these firms.

Gregson and Brooke Financial Services Limited (IP reference number 638595), One Tick Limited (IP reference number 633861) and the Money Management Service Limited (IP reference number 644606) are unable to pay creditors on behalf of customers.

We used our powers to freeze the bank accounts of each of these firms on 29 August 2014 to help protect customers’ money. Following this action, the firms cannot make payments, which means they will not be making further payments to the creditors of their customers. 

We are working with the firms to ensure that payments received on or after 29 August 2014 will be refunded.

Payments to Gregson and Brooke Financial Services, One Tick, the Money Management Service, and their various trading names, will not reach your creditors.

We understand that between 2,000 and 2,500 customers have a debt management or debt reduction plan with one of the firms, which are all based in Bolton.

The firms also offered debt management and debt reduction services through the websites www.expertmoneysolutions.co.uk
www.1-tick.co.uk and moneymanagementservices.co.uk.

What you should do next

Debt management and debt reduction customers of these firms should stop making payments to the firms immediately

If you have set up a standing order or direct debit you should contact your bank or building society to cancel future payments to the firms.

We have asked the three firms to contact all customers by 17 September 2014 to explain what has happened and what it means for their debt management or debt reduction plan.  

Customers of these firms should take action to continue repaying debts to creditors.