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




UK Calling – changes to telephone charging

Major changes to telephone charging come into effect across the UK today, under the banner UK Calling.

The cost of calling ‘service numbers’ – beginning 084, 087, 09 and 118 – will now be made up of two parts, so that callers can see how much they are paying and where their money is going.

Also, Freephone numbers – beginning 0800 and 0808 – have been made free to call from all consumer mobile phones.

Detailed information about the changes is available at

Changes to the telephone number application form

Ofcom has published a related statement on changes to the form that communications providers (CPs) must complete when applying for an allocation of telephone numbers from Ofcom.

A new application form came into use on 8 December 2014, as part of a move to an online system for managing the UK’s telephone numbers. Ofcom is now making some modifications to the form, relating to the supply of service charge information when CPs apply for the allocation of numbers starting with 084, 087 and 09 – reflecting the UK Calling changes. A new version of the National Telephone Numbering Plan also comes into force from 1 July 2015.

PhonepayPlus Code of Practice

The UK Calling changes are among those reflected in a revised PhonepayPlus Code of Practice, which Ofcom has approved in a statement on 1 July 2015.

PhonepayPlus is the regulator of phone-paid services. Having been reviewed by the European Commission, the revised Code of Practice came into force from 1 July 2015. Ofcom is also publishing a revised Memorandum of Understanding with PhonepayPlus.

Broadcasting Code

Finally, revisions to Ofcom’s Broadcasting Code which reflect the UK Calling changes come into effect on 1 July 2015. Ofcom published a statement in April 2015 on these revisions, which relate to the use of non-geographic numbers in TV and radio programmes. The revised Broadcasting Code is available on the Ofcom website.