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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, 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

 

Apprenticeships and the Apprenticeship Levy

The Government has pledged to create three million apprenticeships by 2020 and to enhance the quality of courses available.

The CSA is already creating relevant apprenticeships for Members, offering the potential to build a centre of excellence to support Members’ needs and effectively utilise the levy funding.

The Apprenticeship Levy will come into effect from April 2017.

See below for updates and resources regarding the Apprenticeship Levy.

Learn more


To learn more about Apprenticeships, the Apprenticeship Levy or the CSA's Learning & Development portfolio please email Fiona Macaskill or call 0191 217 3072.

Apprenticeship service - register now

16 February 2017

The Department for Education and the Skills Funding Agency (SFA) are encouraging large employers to register for the apprenticeship service ahead of the launch of the Apprenticeship Levy on 6 April 2017.

The apprenticeship service is an online digital system that has been set up to support the Apprenticeship Levy.

The online service allows those employers to financially manage their apprenticeship programme and help them to estimate their financial spend and recruit apprentices through their training providers. 

To register, levy-paying employers should have:

  • their Government Gateway login details for PAYE schemes they want to include
  • the details for each organisation that will be making an agreement with a training provider for apprenticeship training, including Companies House or charity number

Register for the apprenticeship service

 

Employer agreement for levy-paying employers (annual payroll £3m+)

16 February 2017

The employer agreement sets out the terms for use of the apprenticeship service by the Employer and the obligations by which the Employer agrees to be bound. Members will want make sure that this is reviewed by your own counsel so that you are fully aware of the implications from a levy-paying employer’s perspective.   

Employer agreement

 

Apprenticeship planning meeting

16 February 2017

An apprenticeship planning meeting was held on 6 February. A copy of the meeting notes and presentation slides can be accessed below. 

Meeting notes

Presentation slides 

 

What 'camp' are you in?

A recent briefing revealed that businesses are typically falling into one of three “camps” when it comes to the upcoming Apprenticeship Levy.

Read more

 

Leveraging the Levy

CSA Head of Learning & Development Fiona Macaskill discusses how firms can turn the Apprenticeship Levy into an investment.

Read more

 

Pay Apprenticeship Levy - when you need to pay it 

Technical details regarding making Apprenticeship Levy payments can be viewed on the gov.uk website. The guidance includes:

  • When you need to pay it
  • How much you need to pay
  • Report how much you owe
  • How to pay

Pay Apprenticeship Levy guidance

 

Update on the Apprenticeship Levy

An update on the Apprenticeship Levy is now available can be accessed via the link below.

Apprenticeship update - November 2016

 

Apprenticeships and Apprenticeship Levy update webinar


CSA Head of Learning & Development Fiona Macaskill presented a webinar to update Members on the Apprenticeship Levy. Fiona discussed contents of the apprenticeship update document (see above) and also the following:

  • Preparing for the Levy
  • Who can be funded?
  • What is an apprenticeship?
  • Register of approved apprenticeship providers
  • Funding - how it will work?

View webinar here

Employer agreement for levy-paying employers (annual payroll £3m+)

The employer agreement sets out the terms for use of the apprenticeship service by the Employer and the obligations by which the Employer agrees to be bound. Members will want make sure that this is reviewed by your own counsel so that you are fully aware of the implications from a levy-paying employer’s perspective.   

Employer agreement

 

Estimate apprenticeship funding - online tool

Use this tool to estimate if your organisation will pay the apprenticeship levy, how much your organisation will have available to spend on apprenticeships and how much the government will contribute towards the cost of training.

You’ll need to know your organisation’s annual UK payroll.

Estimate my apprenticeship funding

 

Apprenticeships and Apprenticeship Levy update webinar

 

The apprenticeship starts with a detailed discussion with you to align the apprenticeship with your business. The apprenticeship plan will take full account of individual and business needs for appropriate qualifications and training to achieve certification. The training is designed in full partnership with our employers. The training is substantive and comprehensive and delivered by skilled industry professionals to ensure to maximum business impact, relevance, and value.

Apprentices are supported through interactive and engaging experiential workshops, comprehensive study materials, knowledge bank, stimulating e-learning, one-to-one and small group tutorials and coaching face-to-face, online, telephone and video tutorials.

Financial Services - Credit Controller/Collector - Level 2 

Financial Services - Advanced Credit Controller/Debt Collection Specialist - Level 3

Financial Services - Compliance/Risk Officer - Level 3

Financial Services - Senior Compliance/Risk Specialist - Level 6

Leadership and Management - Team Leader/Supervisor - Level 3

Leadership and Management - Operations/Departmental Manager - Level 5

 

View our apprenticeships flyer

 

To learn more please contact us.

To learn more about apprenticeships please contact us:

t: 0191 217 3072

e: apprenticeships@csa-uk.com