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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

Write to us

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,


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




Phillips & Cohen Associates UK join Dementia Action Alliance

Phillips & Cohen Associates (UK), Ltd, the multiple award winning, specialist compassionate recovery business, is delighted to announce joining the Manchester Dementia Action Alliance.

The Alliance is made up of organisations across Manchester, working together to increase awareness of the condition and to improve the lives of people living with dementia and their carers.

Following the success of their training partnership with Samaritans, and as part of joining the Alliance, Phillips & Cohen Associates employees have also taken part in Dementia Friends awareness sessions from the Alzheimer’s Society. The Dementia Friends programme is about learning more about dementia and identifying the small ways we can help.

Nick Cherry, managing director, commented on the initiative: “Whilst it is very rare that we encounter people living with dementia in our daily activities, dealing appropriately with vulnerable consumers of all types is a key focus for our business and those impacted by dementia would certainly be classified as such. With an estimated 800,000 people in the UK living with dementia, and many more people caring for someone with dementia, increasing awareness of this condition is of critical importance.

"Whilst thankfully this is an infrequent occurrence for us, we are delighted to become Dementia Friends and be able to equip our staff with the practical skills to identify and assist those who are affected by this tragic condition.”

Bethan Wood, corporate fundraiser at the Alzheimer’s Society added “We are delighted that Phillips & Cohen have committed to joining the Dementia Action Alliance and as part of this have enabled their employees to become Dementia Friends. We hope many more companies will take their lead. With a growing number of people living with dementia, it's more important than ever we all have a better understanding of the condition.”

In recent years Phillips & Cohen Associates (UK), Ltd has been recognised with a number of industry awards for its uniquely compassionate approach to debt recovery and for its ground-breaking training partnership with Samaritans. This recognition included winning ‘DCA of the Year 2014’ at the ICM British Credit Awards, the Treating Customers Fairly Award at the Credit Awards in May 2014, and also becoming the first DCA to achieve Investors in People Champion status in 2012.