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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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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: Tackling the ‘double stigma’ of debt and mental health

Polly Mackenzie is Director of the Money and Mental Health Policy Institute and will be on the vulnerability and mental health panel at the Credit Services Association’s UK Credit & Collections Conference on 15 September 2016.


It’s well known that there’s a stigma surrounding mental health problems. A huge amount of work has been done to challenge this stigma like the Time to Change initiative run by Mind and Rethink, and efforts by Princes William and Harry through their Headspace campaign. But I think most of us acknowledge that there’s still a lot more work to do. Considering that one in four of us will experience a mental health condition every year, we need to get more comfortable discussing these conditions, and being open about the ups and downs of our emotional lives.


The stigma of debt

However, I believe it’s time to start another conversation, too: a conversation about the stigma of debt and financial difficulty.

The Money and Mental Health Policy Institute recently ran a huge survey of more than 5,000 people with mental health problems. We discovered that as many people were ashamed to tell their GP about their financial problems as were ashamed to tell their creditors about their mental health problems. That has really serious consequences. The credit services industry knows that it’s much easier to help vulnerable consumers if they tell you about the extra help or support they need. Imagine what it’s like for a doctor trying to help people navigate a mental health problem if you aren’t getting the full picture of what’s behind their stress and anxiety?

At the upcoming UK Credit & Collections Conference (#ukccc), I’ll be able to share further insights from that survey into why people do or do not talk about their problems with creditors and health providers - and what happens when they do.

I’ll also make the case that we need to challenge the assumptions embedded in so much culture and reporting about who the customers in financial difficulty really are. We all know that most people get into unmanageable financial problems because of a big life event: it might be a redundancy, a bereavement, a relationship breakdown. It might be the onset of a health problem, either mental or physical, that makes it impossible to work or pushes up the costs of daily life.


Offering help isn’t enough

Tackling debt stigma could have real value in encouraging more people to come forward for help before their problems get out of hand. We all know that often, when financial services companies do ‘pre-arrears’ work, with customers who might be at risk of difficulties, they often face complaints or get stonewalled. Instead of blaming those customers for turning away help that is on offer, we need to understand the emotions that are driving their behaviour: the fear, the shame, and the stigma of accepting you might be in trouble.


Changing perceptions of debt

To tackle mental health stigma, charities make a huge effort to explain that these conditions can happen to anyone - you, your friends, your family, your colleagues, your neighbours. To challenge debt stigma, we need to do the same: explain that you don’t need to be a reckless spendaholic to get into debt. If we can build an understanding of the financial risks we all face from the life events that might occur, we may also be able to encourage people to take action to mitigate against those risks like start to save and ensure they have adequate insurance.

Finally: if people didn’t feel so ashamed about their financial difficulties, perhaps being in debt wouldn’t trigger or worsen so many mental health problems. Tackling this double stigma would be a win for everyone.


Find out more about Polly and the other speakers on the UK Credit & Collections Conference website.