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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



The generation game

From CCR Magazine - April 2016

David Sheridan, CSA Board Director

Apprenticeships are being driven forward across industry, and the government is fully committed to delivering three million apprenticeships in England by 2020.

Larger firms are being persuaded, through a type of ‘reversed incentivisation’, to recruit an ever-increasing number into their firms. This will take the form of the Apprenticeship Levy, which will go ahead in April 2017.

The mechanics of the levy are simple, being made up of an annual 0.5% charge on all companies whose payrolls exceed £3m. It does seem those in financial services are well placed to cope, since they already have a series of standards for banking, insurance, pensions, mortgages, and our own industry, which has a credit and collections scheme, jointly spearheaded by the CSA and the Chartered Institute of CreditManagement.

These standards are employer-designed apprenticeship programmes, approved by the Department for Business Innovation and Skills (BIS). Standards are developed through the Trailblazer process by steering groups of employers and trade bodies who ensure they meet the needs of employers and deliver the best results for the sector. With the blessing of BIS, the Trailblazer is then approved.

Take up is steady but, as new standards are approved, government is confident employers will stand behind the initiative.

Our industry, with its desire to ensure that the industry has access to Apprenticeship Standards which are fit for purpose, is being well supported by BIS. The department has given approval for a Level 2 Credit Controller Standard and has given the go-ahead for the development of a second initiative, the Advanced Credit Control and Debt Collection Trailblazer Apprenticeship Standard, and the Compliance and Risk Professional Apprenticeship Standard. Our industry, and the financial services sector as a whole, is anticipated to make a significant contribution towards the £2.730bn government expects the Apprenticeship Levy will raise in its first year.

There are concerns at this extra burden on a heavily regulated industry. However, there is considerable evidence that high-quality apprenticeship programmes add value and provide long-term benefits, including reduced costs, better staff retention, higher levels of employee engagement, and more highly competent staff who treat customers well. Through an employer-led standard, we envisage a credit controller or collector attaining the required competence within 18 months, and have developed sufficient skills to enable apprentices to work for firms of any size.

At a recent conference, financial and professional services firms showed a real appetite for apprenticeships, and not just those of school leaving age. Indeed, a large number of apprentices are over the age of 18. Age does not matter, an Apprenticeship Standard can be delivered for anyone who is developing in their roles or moving to a new role, and can be a valuable part of a firm’s talent management strategy.

An independent assessment at the end of a standard will be uniform, ensuring each apprentice will have a consistent benchmark to be measured against. This will raise the quality and integrity of apprenticeships, and improve the quality of the workforce across the financial services sector as a whole.

In providing the same assurance of quality across the board, apprentices will see their results graded to deliver a genuine choice between entering auniversity education and going straight into business. In many cases,  they will attain a degree-level professional qualification.

Apprenticeships are being developed as part of the broader strategy to expand and enrich the pool from which firms recruit their talent, placing equal emphasis on recruiting people without a degree with the potential to work at the highest level in the future.

Government will, no doubt, put a time limit on firms using specific apprenticeship funding, but policy is evolving in this area and the precise details are yet to appear. All firms, whether they are levy paying or non-levy-paying, should be taking note. Non levy-paying firms will still be able to enrol candidates on these valuable Industry apprenticeship schemes designed by employers. Those firms who will be levy paying should start making plans for how they are going to use their levy.

Back to apprenticeship section.