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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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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 confirms UK Credit and Collections Conference (UKCCC) 2015 full programme

The full programme and keynote speakers have been confirmed for the UKCCC 2015, taking place at the Hilton London Wembley on 9-10 September.

The conference day will be chaired by John Humphrys, the celebrated and award-winning broadcaster who has presented BBC Radio 4’s Today programme since 1987 and has just finished his 11th series of Mastermind; and Julia Hartley-Brewer, popular and outspoken broadcaster and columnist, will present the first keynote of the day. An economic update will follow Julia’s keynote and the morning plenary will conclude with a panel discussion covering the very topical subject of customer vulnerability.

Mid-morning, delegates will be able to choose between a series of presentations and seminars that are broken down into six streams: Technology and Innovation; The Customer Experience; Regulatory Agenda; Debt Sale and Purchase; Contingency and In-house Collections; and a Creditor’s Perspective.

Each stream will feature industry experts delivering a variety of essential industry news, updates and informative seminars.  Topics include:

  • Libertarian paternalism – applying behavioural science to our industry.
  • The plain English campaign – the key to avoiding jargon and confusing customers.
  • FCA supervision – what next?
  • Expansion into Europe and beyond – opportunity knocks?
  • What’s next for utility, telecoms and local authority collections?
  • Risk mitigation and the regulator’s agenda for the lending industry.

Following the final afternoon drinks reception, the much anticipated and popular industry debate will close the main body of the conference. ‘The regulated and unregulated collections industry – same but different?’ will again be chaired by John Humphrys who will be joined by a number of high profile panellists to discuss and debate the problems surrounding the interpretational issues which exist in the regulated and unregulated sectors of the combined industry and the potential negative consequences this is having on businesses.

As always, the event concludes with the prestigious black tie gala dinner which celebrates industry success and offers some very exciting top class entertainment.

View full programme

To register interest in attending, and for further details on what the UKCCC has to offer, please contact Adriana Galli Davison on or 0191 217 3073