The Credit Services Association (CSA)

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


About Us

We are the only trade association in the UK representing the debt collection and debt purchase industry with a history dating back to 1902. We have over 400 members who represent 90% of the industry and employ 15,000 people.







Our Role as a Trade Association

A trade association, also known as a ‘trade body’ or ‘industry association’, is an organisation that represents the views of its Members when speaking with the stakeholders such as the Government or industry regulators.

We provide guidance and resources to Member companies to help them conduct their businesses effectively, ethically and fairly. We also provide regular updates to Members to ensure they are aware of industry news as it happens. 

Our principal objectives

  • Improve Member company’s business methods and efficiency
  • Add integrity and structure to Members’ business activities
  • Present a united approach to those authorities and bodies who control the industry’s day-to-day activities
  • Ensure our Members stay within the rules and regulations and therefore ensure the fair treatment of all customers

Member of the Trade Association Forum

The CSA is a member of the Trade Association Forum, a body formed to encourage and develop best practice among the UK trade association.

Trade Association Forum Code of Practice


Our Vision

Our vision is to build confidence in the debt collection and debt purchase industry amongst Member companies and the customers they deal with on a daily basis. Our aim is to make the debt collection process simple, clear and less stressful for those affected. We are committed to creating a sustainable future for the industry by:

  • ensuring our Members put Customers at the heart of everything they do so that they have the confidence to engage
  • acting as a Support network for all involved in and affected by the work of our Members
  • taking Action to ensure that the highest standards are upheld and ongoing engagement with industry regulators and government is maintained


All Members adhere to our Code of Practice, which guarantees that the very highest industry standards are upheld.

The CSA Code of Practice is the benchmark for industry best practice, assuring quality and professionalism in the services Members provide. We work closely with the regulator for consumer credit, the Financial Conduct Authority (FCA), and other industry regulators to continually update the Code of Practice in line with the latest regulatory developments.

It is essential that all CSA Members follow our Code of Practice and provide a declaration of compliance with statutory legislation covering our industry. Members can also be subject to annual credit checks and various industry audits.

Code of Practice


Articles of Association of Credit Services Association

Articles of Association of CSA



contact us

Our People

The Association’s head office is located in Newcastle upon Tyne. It is headed up by our chief executive officer and consists of various different departments which assist in the smooth running of the organisation. Each department has a diverse range of highly skilled staff who contribute towards the successful running of the Association on a daily basis. The following departments make up the Credit Services Association (CSA);

  • Sales
  • Marketing
  • Membership and Compliance
  • Learning & Development/Training
  • Accounts
  • Internal Operations and Human Resources (HR)
  • Legal


The CSA is governed by a Board of Directors who are an integral part of the Association.

The Board of Directors are elected by the Members of the Association and together they bring with them a wealth of experience and knowledge from the credit and collections industry.

The CSA also has a number of special advisors to the board, and they advise on issues such as compliance, customer relations and other important industry developments.



Regulatory bodies

Prior to 1 April 2014 the debt collection and purchase industry was regulated by the Office of Fair Trading (OFT). The Financial Conduct Authority (FCA) is now responsible for regulating the consumer credit market including debt collection and debt purchase. The FCA is responsible for changing the culture and conduct of financial firms, ensuring markets and financial systems are sound and stable with firms competing effectively.

Financial Conduct Authority (FCA)

The Credit Services Association has been working closely with the FCA since it took over from the Financial Services Authority (FSA) on 1 April 2013. Members of the CSA can access information and updates from the regulator through our Member Zone on the website.

Financial Ombudsman Service (FOS)

The UK’s Financial Ombudsman Service was established in 2001 to help settle disputes between consumers and UK-based businesses providing financial services.


Ofcom is the communications regulator. They regulate the TV and radio sectors, fixed line telecoms, mobiles, postal services, plus the airwaves over which wireless devices operate.

Office of Gas and Electricity Markets - Ofgem

Ofgem are a non-ministerial government department and an independent National Regulatory Authority, recognised by EU Directives. Its principal objective when carrying out our functions is to protect the interests of existing and future electricity and gas consumers.

Information Commissioners Office (ICO)

The UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

Lending Standards Board (LSB)

The role of the Lending Standards Board is to monitor and enforce the Lending Code and to ensure subscribers provide a fair deal to their personal and micro-enterprise borrowing customers.