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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA


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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



Blazing the trail

From CCR Magazine - August 2016

David Sheridan, CSA Board Director

While there has been considerable noise in recent years around training and development, there are few initiatives that have captured the imagination more than the government’s new Trailblazer programme. Our journey in embracing the training challenge, and in helping to meet the future needs of members and the wider industry, has been equally as exciting.

Joining us on this journey has been the Chartered Institute of Credit Management (CICM), our organisations working together to lead development of new ‘apprenticeships’ for our sector. We have a Trailblazer Steering Group, which I am privileged to chair with Sharon Huckle of BT, supported by Fiona Macaskill and Debbie Tuckwood from the CSA and CICM respectively. It is a group packed with expertise that is currently working towards a new standard for the Level 3 Qualification in advanced credit control and specialist debt collection.

With the Level 2 Standard previously approved by the Department for Business, Innovation and Skills, Level 3 has also now been formally accepted although there are still some elements left to agree. Feedback from government so far has been almost universally positive, and we are delighted that the standard was formally approved and published on 29 June.

As well as working with the CICM and its members, a number of CSA member firms have put their shoulders to the wheel in helping us to shape what the new standards should look like. They include, but are not restricted to, Burlington Group, Cabot Financial, Lowell Group, Phillips & Cohen Associates, PRA Group, 1st Credit, and MMF, and their combined support has been invaluable. We look forward to their further engagement, and the involvement of many other member firms and individuals, as the standards progress.

It is also worth us highlighting the work of the CSA, the CICM, and some of our members as representatives on the Financial Services Compliance Trailblazer Group and, most recently, in joining a new Financial Services Steering group which will work towards ensuring consistency and best practice across the financial-services industry in the development and delivery of apprenticeships.

Why is this important? Because it further positions the debt collection and credit community at the heart of the financialservices sector and no longer on the fringes.

Apprenticeships are a positive move for employers and employees alike. The word ‘apprentice’ is arguably a misnomer, for, while it conjures up an image of schoolleavers embarking on their first journey into the working world, in the context of Trailblazers it is so much more besides.

A Trailblazer apprenticeship is equally relevant to existing employees as an integral part of sn employer’s personnel-development strategy. The allowance created by the monthly levy can be used to help train the next level of management, and help current employees to climb the career ladder.

The success of the Trailblazer initiative is ultimately in the hands of employers and my experience in working on this particular apprenticeship has shown me a real deep desire to create a standard that meets industry needs and fundamentally helps employees succeed.

The Trailblazer journey has only just begun and I am excited about what this will mean in terms of improving the skills and capabilities of new and existing employees and the industry as a whole.

Back to apprenticeship section.