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 benchmarks best practice at Trade Association Forum’s Conference

The Credit Services Association (CSA) recently attended the Trade Association Forum’s Best Practice annual conference on 6 November in London. It has attended the Forum’s annual conference twice since joining last year and this year it was especially encouraging to learn that its approach to a large majority of its efforts in lobbying, member management and member engagement to name a few, are following best practice as suggested by what is effectively a trade body for trade bodies!

In addition to those listed above, one area that the CSA is currently developing is the feasibility of a Primary Authority relationship with Trading Standards. A Primary Authority relationship with Trading Standards will strengthen the CSA’s Code of Practice, explains Peter Wallwork, CEO:  “It will add weight to the support we can offer those members who used to be able to hold a CCL even though they weren’t trading in regulated consumer debt,” he says.

 “As they won’t be able to be authorised by the FCA in the same way, we are looking for alternatives to give these members a ‘badge’ of credibility. We are already looking into this so it was interesting to learn from other associations that have done the same.”

The CSA team also attended a number of other sessions including: social media; event management; and putting together a manifesto. “The discussions were very topical, giving us an opportunity to learn from other industry associations, especially in terms of what challenges they may face and how they overcome them,” says Colleen Magee, communications, marketing and events manager. “It also gives us more exciting and new ideas on what we can do for our members.

Aside from the very informative sessions, the conference concluded with a motivational speech from Mandy Hickson – the first lady fast-jet pilot for the RAF who served in Afghanistan. Mandy brought the day to a close talking about the importance of teamwork and achieving your goals.”