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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+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 Level 3 Diploma for the Debt Collection Industry certified by the CPD Certification Service

The Level 3 qualification is an industry recognised qualification that offers proof of knowledge and the skills required to function as a proficient professional within the debt collection industry. This qualification has been designed to provide the learner with a wide scope of knowledge regarding the entire Debt Collection Industry and an in-depth understanding of how legislation, industry regulations, standards and guidance embodies a framework for compliance. The learner will also explore in more detail how compliance process systems are integrated into debt recovery organisation working practices.

Fiona Macaskill, CSA head of learning & development said: “It is an important step in the development of the service we offer Members to join the CPD Accreditation Service. Accredited CPD training means the learning activity has reached the required CPD standards and benchmarks."

Each unit of the Level 3 qualification is delivered via a modular learning approach to allow employees to have the flexibility of building up to the full Diploma qualification in stages over time. This gives both the sponsoring company and the student the opportunity to achieve an accredited Award, Certificate, or full Diploma (subject to approval) by building up credits from the units throughout the year.

The Level 3 Diploma is a challenging but rewarding course focused on professional development that will provide greater breadth, knowledge and understanding of the entire debt collection industry.

"The importance of CPD is to keep professionals updated with relevant training, information, skills and knowledge to remain competent throughout their career journey", added Fiona. "This continuous learning will also help to improve our whole industry."

To learn more about the CSA’s Learning & Development portfolio please click here.