General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+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




CSA announces stellar entertainment line-up for UKCCC

The Credit Services Association (CSA), the voice of the UK debt collection and debt purchase sectors, has confirmed Matt Forde – the ex-political advisor turned writer and comedian – as the compere for this year’s Credit and Collection Technology Awards, as part of the UK Credit and Collections Conference Gala Dinner taking place on 13 September 2018.

A former associate of the Labour Party, Matt is now one of the UK’s most in-demand satirists, and has recently been performing his sell-out show ‘Brexit Through The Gift Shop’ at the 2018 Edinburgh Fringe Festival. Matt will be on hand to help recognise and reward the winners from a record number of entries for this year’s awards, including a shortlist of 110 finalists from nearly 80 companies across 18 categories.

Complementing Matt will be Bongo’s Bingo, another sell-out entertainment outfit which combine traditional bingo-type entertainment with music, dancing and games. Bongo’s Bingo has won plaudits from Amsterdam to Ibiza, and has received critical acclaim across Europe and beyond - “Its utter brilliance, utterly irreverent, utter mayhem and generally the funniest night out you’ll find in the city” (Time Out Dubai).

“We wanted to offer delegates something that touches on the political relevance of a trade body event, mixed with the craziness of something like Bongo’s Bingo to make sure the awards ceremony goes off with a bang!” Colleen Peel, Head of Marketing and Events, CSA.

The CSA’s 2018 UKCCC will take place at the newly refurbished four-star Crown Plaza in Stratford Upon Avon. All details including booking information can be found on the event website –


View the shortlist here

Learn more about the UKCCC 2018