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, 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

28-05-2014

Important information for debt management customers of Debt Help & Advice Ltd, First Step Finance Ltd or Primary Business Solutions Ltd

Important information for debt management customers of Debt Help & Advice Ltd, First Step Finance Ltd or Primary Business Solutions Ltd.

People who have a debt management plan with Debt Help & Advice Ltd should cease making payments to the company immediately, the Financial Conduct Authority (FCA) has warned.

Consumers should do the same if they have debt management plans with Primary Business Solutions Ltd and First Step Finance Ltd, who are affiliated to Debt Help & Advice Ltd. All three firms are based in Stockport.

On Tuesday (20 May) evening Debt Help & Advice Ltd announced that it had ceased trading. It is believed that between 3,000 and 3,500 customers have a plan with it or its affiliated firms. While valid debts will still need to be paid, as Debt Help & Advice Ltd is no longer operating consumers should not continue making payments to them as they will not reach their creditors.

Debt Help & Advice Ltd also uses a number of trading names, so no money should be paid to the following:

• Atria Finance

• Sales Help and Advice

• Debt Help and Advice

• Mortgagehelpandadvice

• Debt Help & Advice

• DH and A

• DH & A

• debthelpandadvice.com

• debthelpandadvice.co.uk

• dhaa.com

• dhaa.co.uk

The FCA is working hard to ensure that consumers are appropriately protected and will give further updates, via its website, Twitter or further press statements, as and when they become available.

In the meantime customers who have questions can contact the FCA’s consumer helpline on 0800 111 6768 (Freephone) or 0300 500 8082 (charged at a local rate for mobile phone users), and press ‘2’.

The FCA has contacted the Money Advice Service, StepChange and Citizens Advice to make them aware of the issue. Step Change and Citizens Advice offer free debt advice and are happy to take calls from affected customers who would like to discuss their options. Their contact details are:

StepChange: 0800 138 1111 or www.stepchange.org  Citizens Advice: 08454 040506 or www.adviceguide.org.uk 

The Money Advice Service does not provide debt advice but does provide free and impartial information that can help people get on top of their debts: www.moneyadviceservice.org.uk/debt 

The FCA is also attempting to track down the creditors of these customers to let them know the situation and will encourage them to take a sympathetic view of repayments while the situation is clarified.