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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,


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




First six months of FCA regulation addressed during BBA Consumer Credit Seminar

Linda Woodall, director of mortgage and consumer lending at the Financial Conduct Authority (FCA) has given a speech at the BBA Consumer Credit Seminar in London, the full text of which is now on the FCA website. The speech took the opportunity to summarise how the first six months of FCA regulation of consumer credit has gone and to highlight some of the issues identified in that period. The salient points of the speech are summarised below.

  • Reminded firms that the FCA approach to regulation will be different to that of OFT.  FCA has greater resource and a larger toolkit. It will measure what firms do against its principles.
  • FCA expects firms to provide good consumer outcomes at every stage of the credit journey including: “post-sale problems, including debt recovery, debt management and complaints handling”.
  • Reminded firms to be aware of the deadline for their full permission application and to prepare early.
  • Visits by FCA to debt collecting firms will start shortly.
  • Of the fifteen areas that categorise consumer credit regulated activity, four have generated the most alerts from consumers and trading standards authorities so far: credit broking, debt management, debt collectionand payday lending.
  • In the context of thematic reviews short term high cost credit and debt management are  the current subjects but others will follow.
  • Unauthorised transactions are also being reviewed by FCA and in this context CPAs which are not cancelled at the customer’s request or which are made difficult to cancel will be treated by FCA as unauthorised transactions.
  • Firms are advised to consider how they approach overseeing any work that is outsourced. The FCA has found examples of outsourcers stepping over the line by dealing with customer’s consumer credit queries instead of providing a purely administrative service.
  • The results of the FCA’s review of consumers in vulnerable circumstance will be published in early 2015.
  • In terms of what good looks like the FCA expects to see firms “doing the right thing” for consumers at every stage and for credit firms that means: Transparent communication, responsible lending based on a sound affordability assessment, treating customers in difficulty with forbearance and providing suitable debt advice in the way the consumer wants to access it.