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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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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




Anthony Townsend to be new FCA complaints commissioner

The Bank of England and the Financial Conduct Authority (FCA) have announced the appointment of Antony Townsend as complaints commissioner.

The commissioner is responsible for the conduct of the final stage of investigations into complaints in connection with how the FCA and the Bank, exercise, or fail to exercise, their relevant functions and the role is independent from these organisations.

The term of office of the current commissioner, Sir Anthony Holland, came to an end on 30 April and Antony Townsend began his new role on 1 May. Andrew Bailey, deputy governor of the Bank of England for prudential regulation, said: “Independent challenge and scrutiny is crucially important for the health of the regulatory system. We are pleased that Antony has been appointed as complaints commissioner and value the impartial judgement he will bring to the role.”

Martin Wheatley, chief executive of the FCA said: “The role of the commissioner is an important one and I welcome Antony to the role. I look forward to working with the new commissioner going forward to ensure that the system works for those who feel they have been treated unfairly by the regulators.”

Antony Townsend said: “I’m delighted to be taking up this role. It is essential that people can have confidence in how the regulation of financial services is undertaken. I want to continue the work of Sir Anthony Holland in ensuring and demonstrating that serious complaints are
fully investigated and a fair outcome achieved.”

Prior to his appointment as complaints commissioner Antony Townsend was the first chief executive of the Solicitors Regulation Authority, and is currently chair of the UK and Ireland Regulatory Board of the Royal Institution of Chartered Surveyors. Antony began his
career at the Home Office before becoming director of education and standards at the General Medical Council.

He joined the Solicitors Regulation Authority in 2006 from the General Dental Council, where he was chief executive.