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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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

 

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

 

Top

27-05-2015

FCA recognises support of CSA in managing market issues

The Credit Services Association (CSA), the voice of the UK debt collection industry, has welcomed a speech by the Financial Conduct Authority (FCA) that recognises the Association’s help in understanding and managing market issues.

In a speech last month at the FCA’s third consumer credit event for trade bodies, Linda Woodall, the acting director of Supervision – Retail and Authorisations Division at the FCA, said that credit trade associations have a big part to play in helping the authority address ‘market issues’: “The CSA has worked closely with us in developing an appropriate position regarding ‘process servers’ and the circumstances in which they would/wouldn’t be required to be authorised,” she said. “This position has now been formalised by the Government. 

“More recently, CSA and FCA representatives collaborated to produce a webcast setting out the circumstances under which field collectors could act as agents of authorised debt collection firms rather than being required themselves to be authorised/exempt and the role of the ‘lead principal’ in a multiple-principal arrangement.” 

Leigh Berkley, president of the CSA, said that he was pleased with the collaborative approach that the FCA was taking to regulate the credit industry: “We continue to work closely with the FCA and its executive team to ensure that the work of our members is recognised and understood,” he said, “and we look forward to being fully involved in the forthcoming reviews of credit cards, unsecured debt collection and appropriate staff incentives.”