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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,


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




Ofcom Consultation on the persistent misuse of electronic communications

As noted in last week’s compliance roundup, Ofcom has launched a consultation on changes to the ‘Revised statement of policy on the persistent misuse of an electronic communications network or service’. Members will be well aware that this statement of policy sets out some important rules about the use of diallers.
CSA has been able to secure a meeting with Ofcom, which will take place before Christmas, so we can raise our initial concerns in terms of efficiency, as well as try and better understand from them their thinking on the proposals. We also aim to speak with the FCA to get their view.
As part of their Joint Action Plan with the Information Commissioner’s Office to tackle nuisance calls, Ofcom is consulting on changes to their statement of policy. These changes will affect members who use a dialler system.
The key proposals include:

  • imposing a zero tolerance policy on silent calls and abandoned calls. Ofcom are making it clear that no abandoned calls are acceptable and "they may take enforcement action in any case where the caller makes abandoned calls". Ofcom further state "making it similarly explicit that consumers should not be subject to abandoned calls and that we may take enforcement action in any cases where the caller makes more than three abandoned calls".
  • identifying use of multiple Calling Line Identifications (CLIs) as misuse, unless there is good reason for doing so.

Under the new proposals, there will no longer be a 3% threshold for abandoned calls.
In addition to this, the consultation document contains proposals for clearer definitions of a silent call and an abandoned call, as well as some slight changes to information message requirements (these will now need to clarify that the call could not be connected to an agent and give basic rate return call numbers).
The paper also proposes a minor change to the enforcement process. Where Ofcom intends to take enforcement action, they will give the offending party notice of the penalty they are considering imposing, so that the offending party can respond to both the allegations and the proposed penalty at the same time (this is an effort to streamline the process and increase efficiency).
Given the potential impact of these changes, we would welcome feedback and support from members in putting together a response to the consultation. In particular, we would appreciate any key statistics illustrating the impact of the changes on member companies and any potential resultant consumer detriment. Please send any responses to Claire Aynsley ( or Daniel Spenceley ( before Friday 22 January 2016.


Full consultation document

CSA consultation summary