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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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21-10-2014

SRA proposes law firms carrying on consumer credit activities seek FCA authorisation

On 14 October 2014, the Solicitors Regulation Authority (SRA) published a consultation paper on withdrawing from the FCA's designated professional bodies (DPB) regime under Part 20 of the Financial Services and Markets Act 2000 (FSMA) for the purposes of consumer credit activities.

Under the OFT consumer credit regime, solicitors carrying on consumer credit business were regulated under a group licence issued to the Law Society and managed by the SRA. The FCA consumer credit regime, which came into force on 1 April 2014, did not continue the group licence system and firms carry out consumer credit activities under transitional arrangements that continue until 1 April 2015.

After this date, firms could continue consumer credit work under an exemption that allows them to carry on regulated financial activities, provided they are overseen by a DPB (in this case, the SRA). However, for the SRA to fulfil regulatory requirements, it would need to adopt either all, or substantial parts of, the FCA's Consumer Credit sourcebook (CONC). Among other things, the following points are made in the consultation paper:

  • The rules in CONC do not fit in with the SRA's regime.
  • The rules would add an extra regulatory burden to firms.
  • The SRA does not have the resources or expertise in place to supervise firms in accordance with the FCA's requirements.

In the light of the above, the SRA proposes that the Part 20 regime should not be available to firms in relation to consumer credit activities. This would mean that firms wishing to carry on regulated consumer credit activities would need to be authorised by the FCA if they wished to continue to do so after the transitional arrangements end.

In the consultation paper, the SRA advises firms that are concerned about the possibility of any gap between 1 April 2015 and the date on which they are able to obtain FCA authorisation, to apply to the FCA as soon as possible rather than waiting for the outcome of the consultation.

The deadline for responses to the consultation is 15 December 2014.

For an overview of the DPB regime and the FCA authorisation regime for consumer credit firms, see Practice notes, Designated professional bodies and FCA authorisation regime for consumer credit firms.