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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA


CSA Privacy Statement


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 eight 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




Update on the Pre-action Protocol for Debt Claims (PAP)

For the past two years the Credit Services Association (CSA) has been engaging with the Ministry of Justice (MoJ) regarding the Pre-Action Protocol (PAP) for debt claims. The CSA was one of the first voices to push for a formal consultation, and has actively contributed to the debate ever since through responding to the consultation and by the presence of CSA President Leigh Berkley on the sub-committee negotiating the PAP.

The CSA's position was that PAP may end up creating more issues than it solves, and leaving customers more confused about what will happen to them in the courts. 

Today (9 December 2016), a sitting of the Civil Procedure Rule Committee (CPRC) delivered their ruling. A joint statement by the CSA and the Civil Court Users Association can be found below.


Joint statement by the Credit Services Association and the Civil Court Users Association

Further to yesterday’s update (8 December 2016), the CPRC meeting was held this morning. The meeting was attended by Leigh Berkley (pictured) and Rob Thompson as industry representatives, and by the Master of the Rolls. 

The outcome was as follows:

  • The PAP is likely to be implemented next year.
  • There will be no requirement for the original agreement to be sent at LBA stage.
  • There will be a requirement that creditors make it clear in the LBA itself that the customer has the right to ask for documentation, including the original agreement, although it was accepted that this should not be so prominent as to encourage spurious requests.
  • It was agreed that the new Standard Financial Statement will be used as part of the protocol.
  • We requested a sufficient implementation period for the necessary systems and process changes to be made by creditors.
  • The Committee was mindful of the future impact of the Online Court, and it is hoped that PAP will inform the approach to the introduction of the Online Court.
  • The Committee also considered whether this PAP was called for at all, as unusually there has not been an agreed position among stakeholders. On balance, it was decided that it would prove helpful.
  • The PAP will now be redrafted and sent back to the sub-committee before the Master of the Rolls decides whether and when it will be implemented.

Both Leigh and Rob had ample opportunity to contribute to the discussions, which both felt were balanced and constructive. We considered that the arguments were understood and fully considered.

Due to the confidentiality of the sub-committee, we are still unable to disclose the full details of the latest draft. There will undoubtedly be some provisions with which creditors or the debt advice sector may not fully agree, however we think we have arrived at the best compromise possible in all the circumstances, and a much better solution for all parties than the original draft PAP.

We will update you as soon as further details of the finalised PAP and the implementation period are agreed.

Leigh Berkley (CSA) and Robert Thompson (CCUA)