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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


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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: Are debt buyers the new creditors?


Leigh Berkley is President of the Credit Services Association (CSA) and Director of External Affairs & Development at Arrow Global.


I recently spoke at the Debt Managers Standards Association (DEMSA) Conference to share best practice with the debt management sector on how we in the debt collection sector are improving consumer, regulator and stakeholder engagement.

A key area for us is better engagement with creditors and we hope that this year’s UK Credit & Collections Conference (UKCCC) in September 2016 will be the most collaborative yet, bringing together creditors, collectors, advisers and regulators to look at how we can improve the customer journey. We also have our next Creditors’ Forum coming up on 27 July 2016 and are now offering free Credit Services Association (CSA) membership for creditors to ensure that we keep lines of communication open with them.

One area I covered in my presentation at the DEMSA conference was the forecast for a continued increase in debt sale in 2016/17 with regulatory and capital pressure meaning more divesting of assets by the banks. In the UK, debt buyers already own more than £50bn of unsecured defaulted debt – far more than the banks themselves – and are uniquely placed to work with the debt advice sector to get the best deal for the consumer.

As the UK trade association for the debt collection and debt purchase sector, it is the CSA’s role to ensure that debt buyers uphold the highest possible industry standards and, not only share best practice with creditors, but go above and beyond to ensure they are acting as a creditor would to offer a consistent experience for the customer.

It’s more important than ever that we work together as a sector and we are working hard to open lines of communication, in particular with creditors, so we can promote a consistent approach with the consumer, whether their debt is financial services, telco, utilities, local authority or central government. We hope to see representatives from across the banking and other sectors at our Creditors’ Forum and UKCCC.