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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA


CSA Privacy Statement


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 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,


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 warns clients of three debt management firms to review their debts

The following email has been received from the FCA (members should show forbearance to any customers affected, and as there has been some confusion with trading names recently members may wish to check the status of trading names on the DMC's website, where applicable):

The Financial Conduct Authority (FCA) is warning customers of three debt management firms to check their debt situation with their creditors and find out exactly what they owe. The debt management firms are Sterling Financial Security Limited (Sterling), Haydon Associates Debt Management Consultants Limited (Haydon)and Clear View Finance Limited (Clear View). All three firms are based in Lichfield. 

Most customers with debt reduction plans with these firms have been paying 90% of their monthly payments in fees, leaving 10p in the pound to pay down the debts for an unlimited period of time. These firms have failed to comply with the requirements we put in place to provide written statements to customers setting out their debt position.

These firms are no longer permitted by the FCA to offer debt management services to customers. As a result, they will no longer be able to negotiate with creditors on their customers’ behalf or set up new debt management or reduction agreements.

The FCA is warning that customers of the three firms may be left with a debt larger than they expect, even if they have been paying into a plan for some time. That is why, as a matter of urgency, customers should check their debts and seek advice on what to do next.

Debt advice helps millions of people get back on an even keel and people should not be put off seeking advice because of today’s warning. The Money Advice Service is working with free and not-for-profit debt advisors to help people manage their creditors and reduce their debts.
The FCA is reviewing the authorisation of all firms providing debt adjusting or debt counselling.  To continue trading firms are being required to submit new applications.

Anyone with a debt management or debt reduction plan with any of the three firms is still responsible for repaying their debts. They can contact the Money Advice Service on 0300 330 2222 or at


Members should show forbearance to any customers affected, and as there has been some confusion with trading names recently members may wish to check the status of trading names on the DMC's website, where applicable.

For further information, a full list of contact details can be viewed here.

If you have any further queries, please email our dedicated FCA email address

MAS leaflet - what to do now if your debt management plan has stopped