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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

 

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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

Top

20-08-2018

CSA recognised for ‘outstanding’ levels of customer service by the IIC

The Credit Services Association, the voice of the UK debt collection and debt purchase sectors, has registered ‘outstanding’ customer service levels in its first ever assessment under the independent Investor in Customers (IIC) assessment process.

In being granted a Silver Award, the CSA had to demonstrate a strong desire to meet its members’ needs. It was especially strong in the sub category of ‘delighting’ its members, and ‘engendering loyalty’ where it was recognised for building quality relationships and attained a Gold standard in both of these sub categories.

Comments from members included: “Good service, clear user-friendly information, great people”; 
“The CSA provides excellent advice and resources. We are kept up to date with any industry changes or new requirements”; “The CSA is a valuable service that champions on our behalf at times when we may not have a voice”; and “I would have no hesitation in recommending the Association to others, and have already done so on a few occasions.”

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking

Peter Wallwork, Chief Executive of the CSA is delighted with the Award: “As a trade association we thrive on supporting our members with a best-in-class service and representation at the highest levels of government. To be recognised by the IIC for the way in which we deliver our service is a great accolade and a tremendous reflection on the hard work, dedication and commitment of the head office team.”

Sandy Bryson, Director at IIC commented: “I am delighted Investor in Customers has accredited the Credit Services Association with a silver award in the first assessment of its customer experience. The CSA members and its staff both recognised that the CSA is providing an outstanding level of customer experience to its members across all four of the principles used in IIC’s assessment methodology. This is a great achievement. As with most companies we assess, the results showed some areas for improvement, which has been acknowledged and, in conjunction with IIC, has planned to address in order to aim for gold accreditation next time around.”