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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,


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




Debt Management Company PDHL Ltd has been refused FCA Authorisation

We have this morning been contacted by the FCA and informed that Debt Management Company PDHL Ltd has been refused authorisation. This announcement follows legal action taken by PDHL challenging the FCA’s decision which they have recently withdrawn. According to the regulator, up to 16,000 customers will be affected and Money Advice Service (MAS) will start contacting these customers via letter today – a process that will be completed in stages.

The Money Advice Service with StepChange and Citizens Advice, have provided additional capacity to deal with impacted customers and this morning a spokesperson for MAS confirmed they felt they had put in place a structure that could deal with this number of customers seeking advice, although they do not expect all 16,000 to do so at the same time.

The CSA hopes to have sight of the letter MAS will be sending to former PDHL customers but again today asked MAS to urge customers in their communication, to contact creditors, DCAs and debt buyers as well as encouraging them to contact the free advice service providers as their arrangements with PDHL will cease immediately.

Following a previous email sent in December 2015, we would urge members to continue to demonstrate the right behaviour and show forbearance and signpost affected customers accordingly.

In December we shared with members the following information provided by the FCA:•In these circumstances, in addition to the general requirement for due consideration and forbearance towards customers in arrears and default under CONC 7.3.4R, the reasonable period to allow customers to put together a repayment plan under CONC 7.3.11R could be longer than usual. During this period, although members could (and should) still contact customers to refer them to debt advice providers, no collection activity would take place.

All members will need to ensure they are prepared for a potential increase in debt management plan (DMP) arrears and transfers over the coming months. Where agreed, the 60 day forbearance could be built into collection processes, and the FCA will expect everyone to help in minimising the effect on impacted customers.

Members should be aware that customers may have already been contacted by a new debt management company (DMC) as some contact detail lists have been sold by firms looking to exit the market, rather than sell their portfolios. This may cause further confusion which should also be considered.

Members should also be aware that PDHL and other refused DMCs may still be receiving money from customers under DMPs and the FCA expects all firms that are no longer authorised, to ensure funds are correctly applied as part of an orderly winding down of their activities. Protection of client funds is a high priority for the FCA.

The CSA will be examining the Court decisions made during the legal action pursued, but now withdrawn by PDHL, but details emerging already indicate that precedents have been set around the ability to continue to trade under an Interim Permission in the event of a decision not to grant authorisation. This will have an effect throughout all firms seeking authorisation by the FCA and we will communicate the details of this to members separately.

Members should now expect more DMCs to decide whether they wish to continue with their applications for authorisation and whilst around 100 firms have already done so, there could be more withdrawing or being refused authorisation following this announcement over the coming weeks.