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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

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

 

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22-07-2014

Note from the FCA: Debts Reduced Limited and Linked Finance Limited

Note from the FCA:

On 11 July 2014, Debts Reduced Limited (DRL) and Linked Finance Limited (LFL) applied to the FCA and requested that the FCA vary their interim permission to impose restrictions on their bank accounts. The FCA agreed to the requests and the restrictions became effective on that day with immediate effect, meaning they will no longer be providing debt management services to new or existing clients. This voluntary requirement is displayed on the FCA’s interim permission register for consumer credit register.

Both firms have approximately 800 clients and use the following trading names:

  • LFL (Key Finance, Linked Introducers & www.linkedintroducers.co.uk)
  • DRL (www.debts-reduced.co.uk)

To ensure continuity for its clients we understand DRL’s and LFL’s are in discussions with another Debt Management Firm over the transfer of clients. As the transfer of clients will take time to complete we would encourage (and indeed
expect, consistent with our rules1) FCA authorised creditors, and those acting on their behalf, to show due consideration towards DRL’s and LFL’s clients and exercise forbearance and restraint during this period.

We have contacted the Money Advice Service and a number of the charitable bodies that provide free to the customer debt advice and/or their representatives to make them aware of the situation. If FCA authorised firms become aware of non-FCA authorised firms that aren’t exercising similar forbearance towards DRL and LFL clients (for example, a debt collection firm that only collects debts arising from utility bills) we would be grateful if you could make us aware in order that we might, if appropriate, take steps with a view to intervening (by, for example, passing on the information to the appropriate utility regulator).

Debt management firms are amongst the first that we will be assessing (from 1 October 2014) as to their fitness to be fully authorised by the FCA. It is reasonable to anticipate that some other debt management firms may exit the sector prior to 1 October. If this is the case, we would expect FCA authorised firms to exercise similar restraint towards the clients of any such firms.

We would be grateful if you could cascade this message to your members (as appropriate) at your earliest convenience.