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+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+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




FCA Interim Position - the use of continuous payment authority (CPA) by third party debt collectors & Consumer Vulnerability Paper

Continuous Payment Authority 

The following email has been received today (24 February 2015) from David Philpott of the Consumer Credit Sector Team at the FCA:

Please see attached statement of the FCA’s interim position on the use of CPA by third party debt collectors (and others).

Our consultation on, amongst other matters, our proposed amendment to the relevant rules/guidance was launched earlier today. The most relevant sections are paragraphs 5.7 to 5.16 of the consultation paper and draft provisions 7.6.2A R and 7.6.2B G in Annex E of Appendix I [Consumer Credit (Amendment No 2) Instrument 2015].

Comments on the consultation can be forwarded to Claire Aynsley (

FCA interim position on use of CPA by third party collectors

CP15/6: Consumer credit - proposed changes to our rules and guidance

Consumer Vulnerability Paper
Research published by the Financial Conduct Authority (FCA) reveals that some vulnerable consumers seeking help from financial providers are meeting ‘a computer says no’ approach, putting them at risk of further detriment. 

The FCA’s Occasional Paper on Consumer Vulnerability, launched by chief executive, Martin Wheatley at the British Bankers’ Association conference on protecting consumers in vulnerable circumstances, is the first step in a conversation with firms to determine how the regulator and industry can work together to address issues around vulnerability. The UK’s aging population, as well as changing trends in public health and society, means that developing more inclusive policies will become increasingly important.

Comments on the consultation can be forwarded to Claire Aynsley (

Occasional Paper No 8: Consumer Vulnerability