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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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


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



National Apprenticeship Week - Holly's story



“I’ve been able to work across different parts of the business, with key members of staff, and anywhere within First Locate that has required additional support."


Holly Barber is a former apprentice at First Locate.

When you embark on an apprenticeship, one of the main hopes is that it will set you up with the right skills and knowledge to develop a long-term career. This was certainly the case for Holly Barber.

After successfully completing her apprenticeship two years ago with Leeds-based Customer Care and Revenue Management company First Locate, Holly has never looked back. Indeed, she has added to her skills: she recently attained the CSA’s ‘Working in the Debt Collection Industry’ Technical Certificate, and very shortly will be taking on the role as a Company Trainer.

Since becoming one of the company’s first apprenticeship graduates, and completing her apprenticeship in Debt Collection, Holly has been a Front Line Agent, working closely with the Trace Investigations Team as well as expanding her knowledge of Domestic and SME Collections. She says that she has never stopped learning:

“I’ve been able to work across different parts of the business, with key members of staff, and anywhere within First Locate that has required additional support,” Holly explains. “Of course, there have been challenges to deal with, but I can happily put these down to learning experience which equips me well for the future.”

Seven out of ten apprentices are reported to stay with the same employer once their apprenticeship is completed, and the majority – Holly included – recognise how formal training makes them a much sought-after and employable asset.


Benefits to learners - click to enlarge


But the benefit of apprenticeships is by no means only weighted in favour of the employee. From First Locate’s perspective, it has gained a valuable member of the team who comes with an exceptional understanding of its business, an appreciation of its culture, and someone who has been taught in a professional manner.

With the introduction of the Apprenticeship Levy, employers have an opportunity to take more control over the design and quality of the apprenticeship training that is delivered. Apprenticeships are not only for young people like Holly, who are starting out on their chosen path, but also those who are already established, and looking to acquire news skills as they continue their career journey.

Read an employer's perspective.

Back to apprenticeship section.