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

 

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CSA Member Benefits

CSA Membership is a cost-effective way to enhance your business credibility. We have extensive knowledge of the industry and offer members guidance, staff training and events.

The CSA has four categories of Membership;

  • Foundation

  • Full

  • Affiliate

  • International

.

Become a member of the CSA

  • Share our industry knowledge, ensure best practice, and keep up to date with industry regulation
  • Invest in your staff – visit our Learning and Development page to find out about industry leading learning & development initiatives for continuing professional development
  • Attend our Annual Conference and Exhibition to network with industry peers. Showcase your business offerings at our exhibition, or gain business exposure through one of our sponsorship opportunities 

 

CSA Membership Categories

Foundation

Start-up and fledging businesses that primarily collect debt or offer ancillary services such as customer trace, occupy this category of Membership. On completion of two years trading history, these businesses are automatically upgraded to Full Members.

Full

Companies where any or a combination of the above is the primary source of revenue for the company. To apply for full membership you must have a minimum of two years trading accounts.

Affiliate

Companies that fall into this category could be accountants, banks and building societies etc. Affiliate membership incorporates all businesses that carry out the function of debt collection as a secondary activity in relation to their everyday business enterprise.

International

Debt collection is the primary source of revenue, but the company is registered in a country outside the United Kingdom and has been trading for at least one year.

 

Applying is easy, simply fill out an online application form.

Apply Online

 

Apply Online

To request an application pack, which contains the necessary information and forms to apply for CSA Membership, please click the link below or email membership@csa-uk.com. After submitting your details one of our representatives will be in touch.

 

Apply Online

CSA Membership Provides

Heightened market visibility and increased competitiveness
Compliance support and access to resources
Professional accreditation
Building strong partnerships with an ever growing Membership of prospective clients
A heightened understanding of the credit serving industry and trends within the collections and purchase industries
Competitive industry-leading training which meets learning objectives of key employees, and broadens their industry contacts
Networking opportunities at subsidised rates