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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




Doing more with less

Late payment continues to be an issue that plagues different types of business, but especially Small and Medium Sized Enterprises (SMEs). According to figures published by Bacs in the summer, the total amount owed to both large and small UK businesses stands at c£31 billion, down from c£42 billion this time last year. The SME share of that figure totals c£27 billion, down from c£32 billion in July 2014.
Based on these statistics, the overall value of late payments appears to be falling. Such apparent ‘good news’ is, however, tempered by the fact that some 80 percent of businesses who suffer late payments say that they are being kept waiting one month or longer beyond their agreed terms before being paid.
About a quarter admit that late payments are forcing them to rely on bank overdrafts (24 percent) and a similar number say that late payments are forcing them to pay their own suppliers late (26 percent).
Commercial debt figures from the Credit Services Association (CSA) as part of its Data Gathering Initiative (DGI) add to the story. Gross Commercial Collections for the period April – June 2015 stood at just short of £86 million, a slight increase (circa one percent) on the previous Quarter but almost £12 million more for the commensurate period in 2014. Indeed the figure is almost directly comparable to the amount collected in Q2 of 2013 (c£85 million) and some £19 million up on Q3 2014 when the value was at its lowest.
The figures are especially interesting since while the volume and value of commercial debt placed with CSA members is falling, the amount being collected is on the rise. They are in effect doing more with less. In Q2 2014, members held c563,000 accounts with a value of £1.1 billion. Gross collections for this period was c£74 million. Forward wind 12 months, and c£86 million was collected from just 398,000 accounts with a value of £0.8 billion.
Late payment values may be heading in a downward trajectory, but British businesses appear to be increasing their use of specialist commercial collections agencies to recover money that is rightfully theirs. It will be interesting to track whether these volumes continue to increase in the second half of the year.