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The Credit Services Association (CSA)

General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+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

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 four 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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

Events and Webinars

Welcome to the CSA Events page. The CSA run a number of events throughout the year for both Members and non-members involved in the collection and credit industry. These events range from large annual conferences to smaller, more intimate meetings.

 

CSA Events Calendar


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UKCCC 2016

To receive updates on the 2016 UK Credit & Collections Conference subscribe to our UKCCC 2016 mailing list:

Upcoming Events

Utilities & Telecoms Conference (Credit Strategy event)

Date: 29-09-2016

Date: 29 September 2016

Location: Solihull

Venue: The St John’s Hotel

More info: http://www.utilitiesandtelecomsconference.co.uk/

More Info

TRI Awards (Credit Strategy event)

Date: 19-10-2016

Date: 19 October 2016

Location: London

Venue: London Hilton Park Lane

More info: http://www.triawards.co.uk/

More Info

Collections & Customer Services Conference (Credit Strategy event)

Date: 24-11-2016

Date: 24 November 2016

Location: Manchester

Venue: The Midland Hotel

More info: http://www.cdspconference.co.uk/

More Info

Collections & Customer Services Awards (Credit Strategy event)

Date: 24-11-2016

Date: 24 November 2016

Location: Manchester

Venue: The Midland Hotel

More info: http://www.ccsawards.co.uk/

More Info

F5 Conference (Credit Strategy event)

Date: 13-12-2016

Date: 13 December 2016

Location: London

Venue: Hilton London Bankside

More info: http://www.f5conference.com/

More Info

F5 Awards (Credit Strategy event)

Date: 13-12-2016

Date: 13 December 2016

Location: London

Venue: Hilton London Bankside

More info: http://www.f5awards.com/

More Info

Credit Summit (Credit Strategy event)

Date: 30-03-2017

Date: 30 March 2017

Location: London

Venue: QEII Centre

More info: http://www.creditsummit.co.uk/

More Info

Credit Awards (Credit Strategy event)

Date: 11-05-2017

Date: 11 May 2017

Location: London

Venue: The Grosvenor House Hotel

More info: http://www.creditawards.co.uk/

More Info

CSA Webinars

The CSA run a series of online webinars for Members throughout the year. An online webinar enables presenters and speakers to deliver presentations online and Members can attend remotely and therefore reduce the amount of out-of-office time.

Webinars are free to attend and enable Members to receive important industry updates from the comfort of their desks. A recording of each webinar is also available afterwards allowing Members to access the content and presentation slides "on demand". Webinars also give Members the opportunity to ask the speakers a series of questions anonymously.

UK Credit & Collections Conference (UKCCC) 2016

 

The UK Credit & Collections Conference (UKCCC) 2016 returned to London on 15 September. The two-day event commenced with the UKCCC Golf Tournament at the Moor Park Championship Golf Course followed by a Network Evening and Exhibition Preview on 14 September. The main conference day was hosted by journalist and broadcaster Andrew Neil, and featured a keynote presentation from Professor Damian Hughes as well as five specialist breakout streams. The event concluded with the Gala Dinner and Awards, featuring entertainment and hosted by some very special guests. 

Presentation slides from the conference can be viewed by logging into the Member Zone of the CSA website and visting the Events section.

* Sign up to our mailing list to receive an alert when details are released for the 2017 event. Sign up. *

Members' Meeting & AGM and Compliance Meeting 2016

Date: 2/3 February 2016

Venue: Leciester Marriott

 

The CSA Members' Meeting & AGM 2016 featured a new format, with the Network Dinner being held on Tuesday 2 February ahead of the Members' Meeting & AGM and Compliance Meeting on Wednesday 3 February 2016. Sign in to the CSA Member Zone to view presentation slides and photgraphs from the event. 

Previous Events

UK Credit & Collections Conference 2016 (UKCCC)

Date: 15-09-2016

Date: 14 - 15 September 2016

Location: London

Venue: Hilton London Wembley

More Info

Utilities & Telecoms Awards (Credit Strategy event)

Date: 29-08-2016

Date: 29 September 2016

Location: Solihull

Venue: The St John’s Hotel

More info: http://www.utilitiesandtelecomsawards.co.uk/

More Info

CSA Creditors' Forum

Date: 20-04-2016

Date: Wednesday 20 April 2016

Location: London

Venue: Amba Hotel, Marble Arch, London

Time: 10.00 - 12.30

Cost: Free

Please note: This event is for creditors only

More Info

Utility Week Consumer Debt Conference

Date: 16-03-2016

Venue: Holiday Inn Birmingham City Centre

More Info

CSA Members' Meeting & AGM and Compliance Meeting 2016

Date: 02-02-2016

Dates: 2 & 3 February 2016
Venue: Leiceter Marriott

 

More Info

CSA Creditors' Forum

Date: 03-12-2015

Date: Thursday 3 December 2015

Venue: Royal College of Physicians, 11 St Andrews Place, Regent's Park, London, NW1 4LE

Time: 10.00 - 12.30

Cost: Free of charge

Please note that this meeting is for creditors only.

More Info

UK Credit & Collections Conference (UKCCC) 2015

Date: 09-09-2015

2015 sees the launch of the first UK Credit & Collections Conference (UKCCC). Formerly the CSA Annual Conference & Exhibition, the UKCCC will be held on 9 & 10 September and will continue to offer a range of high-profile speakers and experts from across the sector discussing key aspects of all credit and collections through a selection of dedicated streams. Additionally, the event will feature the traditional CSA 4-ball Golf Tournament prior to the conference followed by the Network Evening, and the Gala Dinner will bring the event to a close on Thursday 10 September.

More Info

Utility Week Telecoms & Utilities Consumer Debt Conference

Date: 18-03-2015

Title: Utility Week Telecoms & Utilities Consumer Debt Conference
Date: 18 March 2015
Time: 11.00 - 12.00
Location: Holiday Inn, Birmingham city centre

 

Early bird offer until 23 January plus CSA Members receive 15% discount.

More Info

CSA Compliance Meeting and Learning and Development Forum 2015

Date: 04-02-2015

The CSA Compliance Meeting and L&D Forum will be held at the Leicester Marriott Hotel on Wednesday 4 February.

Event programme

CSA Standard Member Booking Form (Turnover over £1M)

CSA SME Member Booking Form (Turnover up to £1M)

CSA First Time Attendee Booking Form (Turnover up to £5M)

More Info

CSA Members' Meeting and AGM 2015

Date: 03-02-2015

The CSA Annual Members' Meeting and AGM was held at the Leicester Marriott Hotel on Tuesday 3 and Wednesday 4 February.

 

More Info

Senior Management Arrangements, Systems and Controls (SYSC) webinar

Date: 14-10-2014

Title: SYSC webinar
Presenters: Claire Aynsley, CSA head of membership & compliance, and Gillian Tiplady, CSA regulatory & corporate counsel
Date: 14 October 2014
Time: 11.00 - 12.00
Channel: CSA Webinars
Fee: Free

More Info

CSA Annual Conference and Exhibition 2014

Date: 11-09-2014

The CSA Annual Conference and Exhibition was held on Wednesday 10 September and Thursday 11 September 2014.

More Info