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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




Credit industry leaders welcome approval of new apprentices in Advanced Credit Control & Debt Collection

The Chartered Institute of Credit Management (CICM) and Credit Services Association (CSA) have welcomed the announcement that the Department for Business, Innovation and Skills (BIS) has approved an employer bid to develop an Advanced Credit Control & Debt Collection Trailblazer Apprenticeship standard.

Apprentices will gain advanced knowledge about credit management/collections and the opportunity to specialise in areas such as credit risk, collections and debt recovery. CICM and CSA encourage employers to provide feedback on emerging arrangements and to contact them if they are interested in taking on apprentices next year.

Debbie Tuckwood, CICM Director of Learning and Development, says that this is a significant development that builds on current work: “The new advanced apprenticeship will help employers recruit talented young people by raising awareness of credit management and debt collection as an occupation and establishing credit and collections as a career of choice,” she says.

Peter Wallwork, Chief Executive of the CSA agrees: “This is an important step on what is now a clear career pathway that will encourage more young people into the credit industry,” he says. “It is further evidence of the increasing ‘professionalisation’ of debt collection and a tacit acknowledgement from government of its vital importance to the UK economy.”

The joint CICM and CSA employer steering group believes that senior credit controllers and collectors require rigorous and substantial training of 18 months to achieve full competence and they are committed to ensuring that the new standard will provide sufficiently transferable skills to enable successful apprentices to work for employers of any size or sector.

Progression routes would be to senior/managerial roles with the opportunity for higher-level study while working in a credit/collections, and professional recognition by the Chartered Institute of Credit Management (CICM) and Credit Services Association (CSA). Further information will be published on the CICM and CSA websites during the year.