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+44 (0) 191 217 0775

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+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

 

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

19-10-2017

Helping to find positive resolutions for customers

You may have seen today's (18 October 2017) Daily Mail article about the 'Plague of debt collectors'. Despite the negative tone of the piece, debt collection agency involvement has helped find a positive resolution for the customer which in these cases was the resolution of a complaint but is normally the setting up of an affordable repayment plan where there is a genuine debt. Although the tone of the piece continues to spread fear about debt collection agency involvement, we are working hard to highlight the fact that our members offer a chance for consumers to raise valid disputes/concerns and to have these dealt with sympathetically and professionally, escalated where appropriate to achieve positive resolutions on behalf of national organisations and also the consumer.

Towards the end of the article - 'how to fight back'- the Credit Service Association's Code of Practice is mentioned and our Chief Executive Peter Wallwork is quoted with advice for what customers should do if they are unhappy with how they have been treated or contacted by a debt collection agency. As always, our advice to customers is transparent and clear: If you receive a letter from one of our members, and particularly if you think it is a mistake, then please do not ignore it. Contact the agency straight away and they will help you resolve it. If you still believe you are not being treated fairly, then contact the CSA and we will follow our formal complaints procedure.