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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




Independent review of the Lending Code

Professor Russel Griggs OBE has been appointed to conduct an independent review of the Lending Code. Professor Griggs' role is to seek and consider views on what changes might be appropriate to ensure the Code remains fit for purpose and continues to add value for subscribing firms and their customers.

Professor Griggs is particularly keen to hear views on:

  • Existing provisions that, with the benefit of experience, need to be revised or updated to ensure their intended outcome is achieved.
  • Any existing provisions that duplicate, have lower standards than, or have been superseded by those contained in new and emerging statutory rules and guidance.
  • The identification of areas of potential detriment impacting personal and small business customers, not presently addressed adequately by the Code or statutory rules.
  • Changes required as a result of market developments such as new delivery channels.
  • Changes which improve the effectiveness and understanding of the Code and the work of the LSB, which could include changes to the Code’s layout.
  • How the wider benefits of the Code and the Lending Standards Board regime can be increased. In this respect, any views you wish to share more generally in relation to the regulation of consumer credit are also welcome.

CSA Members may send any comments to Claire Aynsley, CSA head of regulatory compliance and standards (

The current version of the Lending Code can be found on the Lending Standards Board’s website:

Comments should be submitted before 24 February 2015.