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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: What we are doing in the debt collection sector to address gender diversity

Colleen Peel is Head of Marketing and Events at the Credit Services Association (CSA); the UK trade body for the debt collection sector.


Like most of the financial services industry, the debt collection sector has traditionally been male dominated. But thankfully things are changing – for the benefit of both businesses and customers.

Here at the CSA we have a senior management team made up of several women including our Head of Regulatory Standards & Compliance, Claire Aynsley, who is leading the way in driving best practice standards across the industry, and our Head of Learning & Development, Fiona Macaskill, who is at the cutting edge of new training and workforce development trends including reformed apprenticeships. We also have some fantastic women on our Board of non-executive directors including Yvonne Macdermid, Chief Executive of Money Advice Scotland, and many other inspirational females including Charley Taggart, who is General Counsel at Cabot Credit Management and a leading spokesperson on legal/regulatory issues, and Denise Crossley, CEO of Lantern UK who recently picked up an award at the recent Women in Credit Awards. Not forgetting of course, Sara De Tute, non-executive Director at Lowell Group, who very much led the way by becoming the first female President of the CSA from 2011–2014.

Our presence also extends beyond the CSA and I am proud to sit on Credit Strategy’s Women in Credit Steering Committee, the aim of which is to ensure that women in the industry are supported, recognised, celebrated, and given a platform to attract more women into roles where there are skills gaps.


The business case for greater gender diversity in credit and collections

There is a growing body of research from other sectors which links gender diversity to increased productivity, profitability, sustainability, and employee engagement/wellbeing. As employee development in the debt collection sector always sits top of the agenda for the industry, we will continue to look at ways to address some of the problems faced by staff, and greater gender diversity could provide a solution to some of these challenges. 


The complexity of the collections process

The complex range of skills required to deliver good customer outcomes that both meet strict regulation and go above and beyond to build a positive reputation for debt collection firms, further strengthen the case for greater gender diversity - and diversity more generally - in the sector. We must be able to relate to the customers we are dealing with and engage with the wide range of stakeholders they come into contact with.

A more rounded and engaging industry can’t be created just from the ‘shop floor’- women need to have a voice in the boardroom to ensure a more balanced view is taken into account at the highest levels. That isn't to say that women alone can run the industry, but the leadership certainly needs to be more balanced.


Innovative tech solutions for the future

Another factor to consider is the need for innovative technology solutions for the future of debt collection. Only by bringing together a diverse workforce that is representative of the customers it serves can we come up with the most fit for purpose solutions. While technology is important for efficiency, privacy and convenience, it must not be used at the expense of customer desire and demand.


Attracting more women into debt collection

Initiatives like Credit Strategy’s Women in Credit Awards are raising awareness and hopefully creating role models for young women. However, it is also important not to segregate them too much as many of the winners would of course been worthy winners of the gender-neutral version of their category and have indeed been worthy winners at other gender-neutral award ceremonies.

As an industry, we need to continue to be transparent about what we do and to dispel the myths that we so often see associated with our sector. By demonstrating some of the exciting and varied career options on offer we can show that this industry can offer so much more than what some might currently think.