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+44 (0) 20 7330 8810

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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 power of people

From CCR Magazine - May 2016

Fiona Macaskill, CSA Head of Learning & Development

Businesses have been increasingly focused on their employees’ learning and development, understanding that it is people that give a business its unique point of difference. Career learning and development, however, is not the sole reserve of the junior employee; senior management also acknowledges the need to enhance and upgrade their skills and knowledge base.

The CSA Level 5 Diploma in Compliance Risk Management for the Debt Collection Industry is one such qualification that is resonating with a good many senior industry professionals, among them Selima Norton, regulatory compliance director at Engage
Services (formerly Chase Solutions UK).

She says that the decision to study for the diploma was influenced by the course content: “The course was weighted against other similar courses, and the decision to choose the CSA Level 5 Diploma was based upon its strong focus upon Financial Conduct
Authority (FCA) requirements, together with detailed content relating to the Financial Services and Markets Act.

“A further determining influence was the reference to the Eurozone and its impact on the economies worldwide, and especially the making of regulations and directives and the effect that they also have in the UK when considering compliance requirements.”

Steve Perring, compliance manager, Cabot Credit Management agrees: “Every part of the diploma is relevant to my job. The European Legislation module was perhaps the most difficult; it is quite technical, learning how European legislation relates to the UK.
Compliance monitoring and the need for a compliance plan were important to understanding the FCA’s expectations.”

Ms Norton says that she, too, found the content focusing upon the FCA particularly useful: “The content was very targeted and detailed, and provided good knowledge of FCA expectations and risk-management requirements. The backdrop to the FCA and its
formation was extremely interesting.”

Danny Spenceley, who has also recently completed the diploma, is, perhaps, a slightly more unusual candidate in that he does not work for a business, but is, rather, the compliance manager at the CSA.

“To progress within the industry, it is essential to broaden your knowledge and experience, and understand things from a company perspective,” he says. “Gaining the diploma has given me a much greater insight into compliance and the demands of the
regulator, and this allows me to speak to our members with a great authority, and apply what I have learned to our own association.”

The blended approach to learning offered by the diploma certainly enables students to experience varied and diverse teaching, something which Mr Spenceley believes made the course interesting and kept students engaged throughout.

“Teaching methodologies were delivered via a mix of both workshop-style interaction and classroom-style approaches,” he says. “We were also provided with comprehensive reference notes at the end of each session which proved beneficial for study purposes between sessions.

“Different tutors were assigned at various stages of the course, which provided for an interesting mix of teaching methodologies.”

Ms Norton says that, whilst it was a challenging commitment to undertake the qualification, the course content assisted her in real-world situations and was able to apply her learning to benefit the company: “One positive aspect of the coursework was easily identifiable when we received questions from the FCA which mirrored some of the research that was being undertaken for the course and I was able to apply this into our working practices. Research for the course was especially utilised in the work environment during the FCA authorisation process.”

Mr Perring agrees: “A particular benefit to the diploma is that is it very evidence based and focused on the practical application of knowledge.”

The content of the diploma, he explains, is aimed at more senior compliance staff – compliance managers and heads of compliance – and giving them the skills to be even better at what they do. It would be wrong, however, to see the course as being ‘niche’.

Back to apprenticeship section.