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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




Senior executive calls for common Code and Standards across all consumer collections activities

A senior executive within the debt collection industry has again called for the adoption of the Credit Services Association (CSA) Code of Practice as the de facto best practice ‘standard’ across all sectors and organisations collecting consumer debts.

Whereas agencies collecting financial services debts are regulated by the Financial Conduct Authority (FCA) and adhere to the CSA Code, there is neither a single Code, nor a single regulator, for debts that fall outside of those that used to be governed by a consumer credit license.

Peter Wallwork, Chief Executive of the CSA, says this adds to the real possibility of consumer detriment and confusion: “It means customers dealing with utility firms, Central Government, Local Authorities and even some telecoms companies and mail order firms are not guaranteed the same standards of treatment or safeguards as those managed by FCA-authorised CSA members.”

Speaking at the Utility Week Consumer Debt Collection Conference in February, Peter said that while some Utility regulators, and notably Ofwat, have been quick to recognise the work of the CSA in treating customers fairly, others have been slower to engage: “The CSA Code was the basis of the original OFT Guidance on debt collection, and the more recent FCA Consumer Credit handbook (CONC),” he continues.

“There is good logic, therefore, to have one Standard that can be consistently applied across all areas of consumer collections. The CSA Code of Practice could become the common denominator across all collections activities.”

The Credit Services Association, the voice of the UK debt collection and debt purchase sectors, relaunched its Code of Practice in July 2017. Peter Wallwork will speak more about the Code and the work of the CSA and its members at the Money Advice Scotland conference in June.