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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




SM&CR - near final rules for extending SM&CR published

The FCA has published near final rules for extending the Senior Managers and Certification Regime (SM&CR) to nearly all firms they regulate.

This includes Guides to the Senior Managers & Certification Regime to help firms to prepare for commencement:

  • for solo-regulated firms on 9 December 2019

The guides summarise final rules and guidance on the SM&CR. They also give an overview of how the SM&CR works and how the FCA will move firms and individuals to the new regime. The FCA has also published a consultation paper – Introducing the Directory. They have proposed a Directory to help consumers and firms check the status and history of individuals working in financial services. The full package of documents includes:

  • PS18/14 – Extending the Senior Managers and Certification Regime to FCA firms
  • The Senior Managers and Certification Regime: Guide for FCA solo-regulated firms
  • PS18/16 – Final Guidance: the Duty of Responsibility for Insurers and FCA solo-regulated firms
  • CP18/19 – Introducing the Directory

Further updates from the Association will follow and as part of the Compliance & HR breakout stream at the 2018 UK Credit & Collections Conference, where Richard Fox (FCA) and Katharine Harle (Dentons) will present a session on SM&CR - HR Issues Across the Employee Lifecycle, followed by an SM&CR Q&A clinic. Katharine and Richard received excellent feedback following their SM&CR session at the 2018 CSA Members' Meeting.