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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




CSA Apprenticeship Case Study: Insure The Box

Stephen Johnson-Ramsey is Group Talent and Leadership Development Manager at Insure The Box; a company with a new approach to car insurance based on telematics. He approached the Credit Services Association (CSA) in 2017 after carrying out a training needs analysis and identifying how they could spend their Apprenticeship Levy funds for maximum business impact. Compliance was identified as a business-critical area that required long term succession planning to ensure that the skills and knowledge required for the future were retained within the team. Compliance Monitoring Officer Stephen Southern was enrolled onto the CSA’s Level 6 Senior Compliance Risk Specialist degree apprenticeship and after just four months on the programme, is already reaping the benefits:

Stephen Johnson-Ramsey said: “We are seeing the Apprenticeship Levy as a huge opportunity to invest in our people at all levels and have carefully identified the niche areas of the business where the ‘off the job’ training and one-to-one tutoring from experts outside the business will have the greatest long-term impact. The Level 6 degree apprenticeship is a great way of nurturing managers of the future and compliance is critical to our future growth and success. Internal mobility is as important to us as new talent attraction so investing in our existing people in this way helps to make us an employer of choice, as well as bringing short and long-term business benefits.”

“One of the main reasons we chose the CSA as our apprenticeship training provider is the fact that they are a trade association and combine a deep understanding of what compliance means to financial services businesses and its wider repercussions, with L&D capability and a hands-on team. Stephen’s confidence, drive and wider understanding of the compliance function has already grown significantly thanks to the way the workshops, coaching, assignments, and collaborative group work are structured. As a result, he will be representing the company at a forthcoming ICO conference where the focus will be on GDPR.”

“We’re now keen to get our two other Compliance Monitoring Officers started on the Level 3 Compliance Risk Officer apprenticeship and are looking at other credit control qualifications with the CSA.”



Stephen Southern

Job Title: 
Compliance Monitoring Officer doing the Credit Services Association's (CSA) Level 6 Senior Compliance Risk Specialist higher level apprenticeship.

Company sector: 

What does your company do exactly and what are your responsibilities?: 
Insure the Box is a company which specialises in telematics, also known as black box insurance. In my role as Compliance Monitoring Officer I work as part of the Compliance team to ensure that we meet all regulatory standards and keep on top of the ever-changing regulatory agenda. For a financial services firm this is a business critical role.

What attracted you to this particular career?: 
Compliance within any sector, but specifically within the financial services sector, is a key business function which has grown in importance in recent years. It combines a number of key skills from understanding of the regulatory environment, to ethics and customer service; which make compliance officers highly sought after.

What are your main achievements in your apprenticeship to date?: 
I am only part way through my degree apprenticeship but already I have massively grown in confidence in my role and have been able to step up and do things that I previously couldn't have. As a result, I will be representing the company at a forthcoming Information Commissioner's Office conference where the focus will be on the soon-to-be-implemented General Data Protection Regulation (GDPR) which will have a wide-ranging
 impact on our business and the wider sector. The CSA's apprenticeship workshops give me practical ideas that I can bring straight back into the workplace and help me think about work-related problems differently so that I can come up with more innovative solutions. Working in compliance comes with a huge amount of responsibility and it is good to know that I am getting the necessary training to both do my day-to-day job and be able to overcome future challenges.

Looking ahead what are your ambitions for your career?: 
I was chosen to do the degree apprenticeship as part of the company's succession planning as it will give me broader business management skills that will enable me to progress to senior management in my longer term career.

What's your message to youngsters who might be considering going down the apprenticeship route?: 
I think the important thing is that apprenticeships are not just for youngsters - anyone at any level can do them. The right apprenticeship at the right level can be a real career boost and give you lifelong professional skills that are more relevant to what employers need in the future than more traditional qualifications. As with any qualification, it is important to choose the one that is right for you. There are so many apprenticeships out there which can be tailored in different ways to meet both the learner's and the organisation's needs.