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+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 appoints new Head of Sales and Business Development

The Credit Services Association (CSA), the voice of the UK debt collection and purchase industries, has appointed Ruth Greaves as its new Head of Sales and Business Development.

Ruth’s primary role will be to further drive membership while also working with members and the wider industry on the Association’s learning and development initiatives. Ruth will promote the extensive portfolio offered by the CSA including the new CSA Compliance Essentials, and will be the primary contact for all upcoming events.

Further to the CSA’s appointment on the Register of Apprenticeship Training Providers (RoATP), Ruth will also be managing the requirements of businesses interested in apprenticeships in debt collection, compliance, and leadership and management.

Ruth joins the CSA from Sage, where she worked in an enterprise sales role. Prior to that, she was with Tesco Bank, where as a seconded Team Leader she was able to develop the sales and marketing skills attained in her Business Management degree. 

Ruth says she was attracted to the role by the CSA’s desire to drive positive change in the industry: “In an industry that can be perceived negatively, this role provides an exciting opportunity to promote continuous improvement, and the positive assistance, guidance and support the CSA delivers to its members and the wider industry.”

CSA Chief Executive Peter Wallwork says that Ruth joins at an important time for the Association: “We are excited to see what Ruth will bring to an already strong and experienced team at head office. Her work towards broadening our membership allows us to better understand and represent the varying points of view, requirements and goals of all sides of the collections industry,” he says.

Ruth will be based in the Association’s headquarters in Newcastle.