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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,


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




Industry close to agreement on postal discount scheme

Critiqom, a specialist in critical communications, has teamed up with the Credit Services Association (CSA), the voice of the UK debt collection industry to agree a new postal discount scheme for members.

In a statement issued by the Royal Mail, a spokesman confirmed that talks were now well advanced: “Royal Mail is keen to support all sectors and is developing a long-term incentive scheme that will reward clients for real year-on-year mail growth with potential postal discounts in the region of 15 percent.

“The CSA and CSA member Critiqom have already met with Royal Mail to discuss how the incentive could be applied to assist the debt (collections) market and work on this is progressing.”

Neil McCallum, Managing Director of Critiqom adds: “This incentive will help promote more effective and efficient communications and by working in partnership with organisations such as critiqom, will help drive response, reduce administrative overheads and deliver tangible savings.”

John Ricketts, Vice President of the CSA welcomed the proactive approach taken by Critiqom and Royal Mail: “The positive implications in agreeing such a scheme are substantial,” he says, “and will help our members reduce their costs at a time when other cost pressures are increasing.”