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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 urges final response to PAP Consultation

The Credit Services Association (CSA) is urging its members to engage with the Ministry of Justice (MoJ) as the deadline to the MoJ’s consultation on Pre-Action Protocol (PAP) comes to a close on January 11.

Leigh Berkley, President of the CSA, believes that a separate PAP for Debt Claims is completely unnecessary, especially since 90% of claims issued go uncontested: “As the proposal currently stands, PAP is onerous, costly, and potentially detrimental to customers, repeating actions and providing documents already available to the customer throughout the collections process,” he explains.

“We have argued that a better use of time would be to provide customers with clear information about what they can expect from the court process.”

The CSA says the PAP is excessive (it currently runs to 17 pages), and should be reduced. Too much paperwork, it argues, is often ignored by the consumers it is designed to protect. It also says that the requirements to provide copy documents such as the credit agreement and statements of account are unduly onerous to the creditor and only necessary where a claim is defended.

“Consumers, in the vast majority of cases, will have already received this information if they needed copies,” Mr Berkley continues, “and whilst the reply form attempts to reduce the amount of paperwork, it is likely that some consumers will simply ask for all the listed items. 

“The timings are also excessive,” Mr Berkley adds, “especially where the consumer has indicated that they are seeking debt advice which cannot be obtained within 30 days. The current draft states that the creditor must allow ‘reasonable extra time’, and therefore potentially open to abuse or challenge. What is meant by reasonable? We would welcome our members’ suggestions on more workable timescales, so that these can be proposed to MoJ, and given due consideration.”

Mr Berkley says that despite strong representations from the CSA and other interested parties, the MoJ appears keen to drive the PAP for Debt Claims forward: “Whether members are responding to the consultation direct, or via the CSA, we would welcome their thoughts in advance of the deadline,” he concludes.

“Allowing the latest consultation to pass through unchecked would be to the detriment of consumers, and the wider industry.”


Ways to respond


Write to:
Jane Wright
Post Point 3.32
Ministry of Justice
102 Petty France London SW1H 9AJ