General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+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




SCOR shares final version of Data Quality Reference and Technical Guidance

The Steering Committee On Reciprocity (SCOR) has asked us to share their latest guidance document – the Data Quality Reference Guide. The guide contains practical information on the implementation of policy decisions and documents agreed by SCOR, and recommended best practice on the provision and quality of shared information within the databases covered by the Principles of Reciprocity.


This document continues the work that SCOR started with the Principles of Reciprocity and the Principles for the Reporting of Arrears, Arrangements and Defaults at Credit Reference Agencies, and aims to promote commonality and consistency across the credit industry. It has been developed by the SCOR Data Quality Working Party, who have liaised with the Information Commissioner’s Office (ICO) on a regular basis. In fact, the ICO has confirmed it is comfortable with the Guide as a reference document and intends to hold regular review meetings with the working party. The document will also be shared with the Financial Conduct Authority and made available to any other regulators, although SCOR has explained that this is not intended to be a publicly-available document:


“The document has been written for the industry therefore it is not intended to distribute it more widely. SCOR has already published the ‘Principles for Reporting Arrears, Arrangements and Defaults’ for consumers.”


SCOR does not expect the guide to demand changes to practices, as it is simply clarifying current practice. However, if practices are not aligned with a particular section of the document, the firm must ensure that the information it is providing to the Credit Reference Agencies is “fair, consistent and appropriate to consumers” and the firm should be able to demonstrate this to any regulator, if required.


The CSA has given feedback to SCOR about some areas which may require clarification and SCOR has confirmed that it will be reviewing all feedback, as the document will be subject to regular review.


Nonetheless, the Data Quality Reference Guide is available to members on the CSA website and we would encourage all members involved in reporting to the Credit Reference Agencies to read it. We will alert members to any updates to the guide.

SCOR Data Quality Reference