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, 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

 

Top

17-07-2017

The CSA’s UKCCC named Conference of the Year

The UK Credit & Collections Conference (UKCCC), the Credit Services Association's 2016 flagship event, has been named Conference of the Year by the Trade Association Forum (TAF) in its Best Practice Awards 2017.

The award judges were looking for an outstanding event which featured ‘particularly relevant and informative content specific to the audience’, as well as utilising ‘innovative technology’ and which received ‘exceptional attendee feedback’. The TAF’s Events and Sponsorship Manager described UKCCC as ‘inspiring’.

The achievement follows the positive feedback received from delegates for last year’s conference and comes as details for UKCCC 2017 are released. This year’s conference will take place on 13 & 14 September 2017 at Hilton London Wembley. “We are delighted to have won this award and be recognised for the excellence of our event,” says Colleen Magee, Head of Marketing and Events for the CSA. “We are now looking to make our 2017 event even better.

“The theme for 2017 will be one of innovation and technology. We will be looking at best practice in mitigating risk in an environment where the pace of change and developments in technology is ever-increasing,” she explains. “This will be complemented with a focus on compliance. We’ve secured keynote speakers from the Financial Conduct Authority (FCA) and the Information Commissioner's Office (ICO).”

The event will give attendees access to industry insight from expert speakers across an extensive agenda, as well as offering key opportunities for credit and collection professionals to network.

To book your place at UKCCC 2017, visit www.ukccc.csa-uk.com or email CSA Head of Sales, Ruth Greaves, ruth.greaves@csa-uk.com for further information.

TAF’s Best Practice Award winners were announced at an awards ceremony in London on 12 July.