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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




Payday loans cap proposed

Proposals for a cap on what payday lenders can charge customers have been announced by the Financial Conduct Authority (FCA).

The City regulator says that the proposals are intended to fulfil their duty to secure "an appropriate degree of protection for borrowers against excessive charges" in the high-cost short-term credit industry.

The FCA's proposals include:

  • Cap of 0.8% a day in interest charges. Someone who takes out a loan of £100 over 30 days, and pays back on time, will therefore pay no more than £24 in interest
  • Default fees capped at £15. Borrowers who fail to pay back on time can be charged a maximum of £15, plus 0.8% a day in outstanding interest
  • Total cost cap of 100%. Even if a borrower defaults, he or she will never have to pay back more than twice the amount they borrowed

The FCA is responding to the rapidly growing high-cost short-term credit industry, which customers are increasingly turning to in order to secure quick access to credit. 

Responding to the proposals, the payday industry claim that the proposals would lead to more customers turning to loan sharks for credit. Russell Hamblin-Boone of the Consumer Finance Association (CFA) warned the BBC: "The evidence from other countries is that people either turn to illegal lenders - the back-street loan sharks - or more likely, they'll go to online lenders who are operating outside of the UK."

Martin Wheatley, chief executive of the FCA, said: "The actual number of people who consider loan sharks or use them is very very low… might increase, but frankly that is an illegal segment of the market and we would work very closely with other authorities to ensure that market doesn't grow."

The regulator has published a consultation paper and responses must be received by 1 September 2014.

The FCA plan to publish the final rules in November, with the caps due to be introduced on 2 January 2015.