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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




Blog: A-Level Results 2017: Why you should consider a career in debt collection

Fiona Macaskill is the Credit Services Association’s Head of Learning & Development. 


A-Level Results Day is always full of mixed emotions but whether you have got top grades or not done quite as well as expected, there are now more potential learning and career pathways than ever for school leavers.


Apprenticeship career options

With apprenticeships currently in the spotlight, the advice to this year’s A-Level students is to consider options beyond just the traditional academic university route (see this great blog by AELP). But choosing to go straight into work-based learning such as an apprenticeship is about more than just taking a vocational route. Just as you need to carefully consider what subject to study at university, you should also carefully consider which apprenticeship will give you the best career options and most rewarding on-the-job role.


Laying the foundations for a successful career 

It’s difficult for school leavers to know exactly what they want to do as a career after A-Levels and the beauty of new apprenticeship standards is that they provide a foundation for a wide range of careers. However, they also provide the opportunity to specialise in a specific area where there are skills gaps and which will result in a clearly defined career path.


Careers in credit control and compliance

I’m sure that ‘Credit Controller/Collector’ or ‘Compliance/Risk Officer’ (two of the apprenticeship standards which the Credit Services Association is approved to deliver) isn’t at the top of the ‘dream job’ list for many teenagers but these financial services apprenticeships can lead to a varied, rewarding and successful career in an important sector.

When most people think about debt collection, they think about bailiffs knocking down people’s doors. But much of the debt collection sector is now made up of professional, ethical, heavily regulated organisations that undertake complex work to engage with consumers who are sometimes in vulnerable circumstances and need to be treated fairly and carefully, to find a mutually beneficial resolution. A Credit Controller/Collector needs to have a wide range of skills from emotional intelligence to numerical ability. People with these skills are highly sought after and those who complete on-the-job apprenticeships in this area will be highly employable in this and a range of other fields and sectors.

Find out more about apprenticeships in debt collection:

Apprenticeships will be covered at the upcoming UK Credit & Collections Conference within a workshop session with Mike Thompson (Barclays), Peter Pledger (National Skills Academy for Financial Services) and Deborah Cooper (Marstons). Learn more here.