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, 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.