General Enquiries

+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, 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

You can send a scanned (and signed) copy of your complaint to us by e-mail to complaints@csa-uk.com or daniel.spenceley@csa-uk.com, or in the post;

 

 

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

The CSA ask that complaints be submitted in writing because we require the complainant’s signed authority for information to be shared. Unfortunately, if we do not have the requisite authority to share information, this will prevent us from sharing details of the complaint with our member and will prevent our member sharing information with us about their investigation. To do so without a signed complaint form would likely find us and/or the member company in breach of the Data Protection Act 1998.

 

Useful Links

  • Money Advice Service (MAS) - What to do if your debt management plan has stopped. Don't worry. The Money Advice Service has worked with the leading UK debt advice charities to ensure that FREE high quality debt advice is available to help you decide what to do next...
  • Financial Ombudsman Service (FOS)  - FOS settle individual complaints between customers and businesses providing financial services. They were set up by parliament as independent experts and their service is free.
  • National Debtline - Range of fact sheets and guides

Factsheets

  1. Advisory Organisations
  2. Tracing
  3. Bailiffs
  4. Commercial Collections Summary
  5. Myths and Facts of Debt Collection
  6. Standard Debt Collection Communication
Top

25-02-2015

FCA launch consultation

CP15/6: Consumer credit - proposed changes to our rules and guidance
Launched today (24 February 2015), CP15/6 outlines proposed policy changes to the FCA consumer credit regime. With the aim to consult on intended changes designed to address potential areas of harm to consumers that the FCA has observed in the market, other changes include clarifications and amendments to ensure rules clearly reflect policy intention, or deal with issues raised by firms and other stakeholders.

One key proposal includes collecting a debt via continuous payment authority (CPA). CPA can be in the interest of consumers as they do not typically trigger bank charges, unlike direct debits. However, at the moment lenders can only take payment by CPA if it is included in the terms of the original credit agreement. The FCA is proposing to allow firms to use CPAs for agreed repayment plans, as long as the customer is clear on why it is being used and agrees to the arrangement. FCA rules regarding the misuse of CPA will continue to apply. 

Other key proposals in this consultation paper relate to:

  • Credit broking
  • Guarantor lending
  • High-cost short-term credit
  • Financial promotions
  • Arrears, default and collection
  • Mortgages

Full details

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

 

For further information you may contact the FCA.

If you have any further queries, please email our dedicated FCA email address - fca.queries@csa-uk.com.