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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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


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




Member companies in Scotland – Apprenticeship Levy update

We have been asked by a number of our members for clarity around the operation of the Apprenticeship Levy in Scotland. CSA Head of Learning & Development Fiona Macaskill contacted our Financial Services Sector strategic lead at Skills Development Scotland to get the accurate picture.

Please see below for responses to questions asked by members.
We operate across both Scotland and England and the majority of our staff are in Scotland, will we still have to pay the levy?
Yes, the levy is a UK tax which is levied on your whole payroll at 0.5% on annual costs above £3m.

How do I know how much levy will be available in my digital account for staff based in England?
To be eligible to use funding for staff they must spend at least 50% of their time based in England. A calculation will be made by HMRC who will allocate funds into your digital account according to where staff are based.
How do I access the levy for staff based in Scotland?
The money raised by the levy is being transferred to the Scottish Government as part of a block grant and they will use it to pay for apprenticeships. Follow this link to the Scottish Government report on how they are responding to the apprenticeship levy. If you want to support apprenticeships in Scotland you will need to contact an approved apprenticeship training provider.   
Will I need to make a financial contribution towards the cost of apprenticeships? 
The funding model in Scotland is designed to ensure employers make a financial contribution to the costs of apprenticeships. Some of the funding levels, particularly for older apprentices is low. For a high quality apprenticeship you may expect to make a contribution. This will be in addition to any levy payment you are making.  
I am planning to support the Credit and Collections and Compliance Apprenticeships for staff in England, can we have the same apprenticeships for staff in Scotland?
The Scottish apprenticeships are Modern Apprenticeships and are designed differently. CSA qualifications can be included in apprenticeships but you would have to contribute to the additional costs incurred. We do keep up to date with funding opportunities though and some of our members have been able to access funding through their local authorities to support access to CSA qualifications. 

Learn more about apprenticeships and the Apprenticeship Levy within our dedicated section.