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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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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



Apprenticeships myths & facts - let's set the record straight



The new Levy for apprenticeships is a waste of time, and will not produce the number or quality of apprentices the Government imagines.


This is a rather cynical view that fails to take into account the boost the Levy will give to some of the more under-invested areas of the financial services community, and in particular those working in collections and credit management.

What some fail to realise is that there is no upper age limit to an apprenticeship, and an ‘apprentice’ is not necessarily starting at the bottom rung of the ladder.

The Levy is not about re-directing current training investment; it provides an opportunity of creating something genuinely ‘new’. As long as the employee is gaining substantive new skills and the training is materially different from any other training previously provided, then they qualify. The levy will raise the employer’s commitment to – and awareness of – training and development, and provide them with more control of the design and quality of the apprenticeship training that is delivered

In terms of debt collection, a number of specific apprenticeship standards have already been created that will be offered and supported by the CSA. These range from the new standard in Financial Services Credit Controller/Collector through to the most advanced Senior Compliance/Risk Specialist Apprenticeship standard. Many CSA members are also exploring specialist routes as well including IT, Accountancy, and Law.

The new Levy, due to start in April, is a 0.5 percent tax on all employers with a wage bill of £3 million or more. 



Not everyone has to pay the levy.


ALL firms with a wage bill of £3m or more must pay the levy - even Premier League clubs




Companies active in Scotland are not subject to the levy.


Scottish companies are also subject to the Apprenticeship Levy. Learn more.



Learn more by reading our response to the IFS report on the Apprenticeship Levy, where CSA Head of Learning & Development Fiona Macaskill champions the levy and the benefits of apprenticeships

Back to apprenticeship section.