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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 - the value of training and development to employers



“An investment in apprenticeships and training at all levels of a business will drive professionalism within the sector, create a genuine career path for new and current employees, and support business growth."


Chris Shaw is now a Delivery Manager and previously was Learning and Development Manager at First Locate.

First Locate has been in the vanguard of apprenticeships within the debt collection industry, and a passionate believer in the value of training and development. A key champion within the business was Chris Shaw, who works as a training consultant for FWD Training and Consultancy providing apprenticeships in Financial Services, and so has experience on both sides of the training ‘fence’.

“Apprenticeships gave us an opportunity of recruiting new talent into the business,” he explains, “and creating a defined career path for every individual. A particular benefit was being able to shape and train them to do things the ‘First Locate Way’ and give them the qualifications and experience to the extent that other local businesses have come to respect our employees as being ‘best in class’.”

To Chris and First Locate, the business case was simple: investing in people from the beginning leads to real business advantage in the mid and longer terms. Motivated, energetic employees who gain experience of all parts of the business, including front and back office, contribute directly to increased profitability, lower costs, and an enhanced ‘product’ or service. 


Benefits to employers - click to enlarge


It is a myth, Chris says, that younger workers do not have the appetite for hard work: “That was not my experience at First Locate nor subsequently,” he continues. “It is certainly true that not all apprentices stay the distance, but those who do share a work ethic that complements and enhances the company culture.”

As an apprentice pioneer, and the successful graduation of its first four cohorts, First Locate has recently taken its pitcher to the well for a second time. The success of the business has demanded recruiting more staff, and more future talent.

In Chris’ experience, companies have moved beyond training as a mere ‘tick box’ exercise, and many see the new Apprenticeship Levy as an exciting step change within the industry: “Apprenticeships are a people development opportunity,” he adds, “and an opportunity for new talent to show what they can do. It will also act as a catalyst for existing employees to step up to the plate, and make themselves even better at the jobs that they do.”

“An investment in apprenticeships and training at all levels of a business will drive professionalism within the sector, create a genuine career path for new and current employees, and support business growth,” he concludes. “That looks to me like a ‘win win’ for everyone.”

Read a learner's perspective.

Back to apprenticeship section.