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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


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




DCAs yet to be convinced of fairness of Fair Share contribution

Debt Collection Agencies (DCAs) appear yet to be convinced as to the merits of the ‘Fair Share’ contribution propounded by the advice sector, according to a poll taken at this year’s Members’ Meeting of the Credit Services Association (CSA).

Less than a quarter (24 percent) of members currently support StepChange Debt Charity, PayPlan or CAP by paying their ‘Fair Share’ contribution although more would be inclined to do so if the Fair Share was lower.

When asked whether a mandatory contribution to the scheme would be fairer, almost half (43 percent) agreed to the premise, leaving the balance to disagree or pass no particular comment.

In terms of how agencies expected to be treated by the Financial Conduct Authority (FCA), a positive 54 percent believed that the FCA would be engaging closely with firms to further their understanding of the industry whilst still measuring standards and good practice.

Not all, however, were convinced: 22 percent said that they expect the FCA to make an example of bad practice early on to demonstrate its power.

A snapshot of the industry’s current preparedness for the new FCA regime showed a mixed picture: 20 percent claimed to be already fully compliant; 54 percent mostly compliant though with some improvements still planned; and 12 percent that they were currently undergoing a significant change programme to meet the required standard.

More than a quarter (27 percent) were in the planning stages of an application for authorisation, 53 percent were gathering detailed materials together, and only five percent had as yet made no progress at all. This is despite the new regulator, and getting through the authorisation process, being cited by 44 percent of firms as their biggest business concern.

Data protection continues to cause concern, with three quarters (75 percent) of Members’ ranking DP compliance as being extremely important. Members were also asked whether cash for commission was still ‘fit for purpose’ in today’s regulatory environment, with almost three quarters (72 percent) believing it was. Nearly two thirds (62 percent), however, said that the CSA should explore an alternative to the model.

Members were asked to vote electronically throughout the two-day event, with their findings shared in the room. The percentages were based on the 175 delegates who attended the meeting in Leicester last month.