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,


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




Four top professionals join CSA Board

The Credit Service Association (CSA) has confirmed the appointment of four new Board Directors: Ken Maynard; David Sheridan; Adam Wonnacott; and Charley Taggart. 

Ken Maynard, managing director at collection agency Bluestone Credit Management Ltd, returns to the Board after a lengthy absence, having also served as the first chairman of the Debt Buyers and Sellers Group (DBSG) that was re-integrated with the CSA last year. Ken has worked in financial services for almost 40 years and as a former group chief executive of Cabot Financial is an acknowledged expert in debt sale and purchase. 

David Sheridan has over 20 years experience within the collections industry, having seen a significant amount of change from a number of perspectives. His experience includes positions within debt collection agencies, debt purchasers and large financial institutions (Lloyds Bank and Citigroup) in operational and credit risk leadership positions. Today, he leads the UK Servicing Team of the global Debt Purchaser PRA Group and brings relevant experience across a broad spectrum of the issues that the industry currently faces. 

Adam Wonnacott trained as a lawyer, but has been working in the collections industry since 2005. Currently sales director at Burlington Group, where he has been since 2009, his legal background has helped him play an instrumental role in developing new services and competencies, including Burlington’s debt litigation department. Currently, he is working alongside the High Court Enforcement Officers Association (HCEOA), helping to lobby the Ministry of Justice. 

Charley Taggart also trained as a lawyer, and has been employed by several insurance firms, including Royal and Sun Alliance Insurance Plc and Lockton International. Advising clients on regulatory matters including consumer credit, she joined Cabot Credit Management as an Executive Committee member and a Board Company Secretary in November 2014. 

Leigh Berkley, president of the CSA, says that the new Board members bring a range of skillsets and experience that complement the existing team: “It is encouraging that such senior industry figures are prepared to give their time to the Association and support their fellow professionals,” he said.