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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

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 four 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

01-11-2017

CSA urges collections agencies to prepare for new card payment ban

From 13 January next year, businesses, including CSA members, will no longer be able to charge surcharges for certain card transactions, but will still face the costs for processing card payments.

John Ricketts, President of the CSA, says this could have ‘serious implications’ for debt collection agencies managing card payments for outstanding debts, and they need to be prepared: “Members need to act now to ensure their websites and letter suites are updated or they will be breaking the law,” he explains.

“Although a simple enough initiative on the outside, it may involve significant changes to IT processes and call processes, all of which will need to be in place before the January deadline.”

Mr Ricketts is also concerned that the plans will add yet another layer of cost that will ultimately have to be met elsewhere.

“While Her Majesty’s Treasury has stated it will engage with businesses regarding whether more can be done to help them with these charges, and the government has previously capped the costs businesses face for processing card payments, further costs appear unavoidable,” he says.

“While the transaction charges may appear small to the outside world, they can represent a large percentage of the total commission for the work undertaken, especially when only nominal payments have been agreed. Multiply these charges by the many thousands of accounts an agency may handle, however, and it can add up to a significant sum of money.”

As part of the Government’s new Payment Services Regulations 2017 (PSR 2017), alternatives to card payments are being more actively promoted. Where the customer gives their explicit consent, authorised third parties, including financial technology firms, will be able to access data from all of the customer’s bank accounts in order to provide information services and make payments on behalf of customers. (This is all part of the ‘Open Banking’ initiative prompted by the Competition and Markets Authority’s investigation into the retail banking market.*)

“The intention is that a range of alternative payment options may be available to consumers,” John continues. “This may enable innovations such as managing all bank accounts from one app or making automatic payments between bank accounts when funds are running low to avoid overdrafts.”

In the longer term, John believes this will be of benefit to creditors and customers alike, but in the short term, prohibiting the charging of fees will make a difficult job more difficult still: “For agencies who are used to passing on these costs, this will no longer be an option,” he concludes.