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, firstname.lastname@example.org.
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.
The CSA ask that complaints be submitted in writing because we require the complainant’s signed authority for information to be shared. Unfortunately, if we do not have the requisite authority to share information, this will prevent us from sharing details of the complaint with our member and will prevent our member sharing information with us about their investigation. To do so without a signed complaint form would likely find us and/or the member company in breach of the Data Protection Act 1998.
Financial Ombudsman Service (FOS) - FOS settle individual complaints between customers and businesses providing financial services. They were set up by parliament as independent experts and their service is free.
We have over 400 Member companies based in the UK and internationally. Our Members are active in the debt collection and debt purchase industry and companies range from large multinationals to small local businesses.