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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


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




The value of working together

By Colleen Peel, Head of Marketing & Events

Collaboration is a key theme of today’s credit and collections industries. Working together to find collaborative solutions to common challenges is an ambition we all share, and in recent times there have been many examples of where a collective mindset has led to real change. One only has to think of the significant advances made recently in matters relating to money and mental health, treating customers fairly, and managing the most vulnerable in society to see how positive change can come about when the industry puts away its differences, and focuses on a desired, shared and mutually beneficial outcome.

Sharing ambitions, knowledge and insight comes in many forms. It comes through working with the media, and leading publications in helping to share our members’ opinions. It comes through lobbying and reaching those bodies such as the Financial Conduct Authority (FCA) who need the insight of professional trade associations to ensure well-meaning regulatory changes deliver the intended actions and outcomes they are looking for. And it comes from networking with our peers, using local and national conferences and events to share best-practice, and provide the outlet for further discussion and debate.

This year’s UK Credit and Collections Conference (UKCCC), for example, is one such event that provides the opportunity of turning thought into action, and it will be interesting to hear what our keynote speakers, including Jonathan Phelan, Head of Retail Finance & Debt Supervision at the FCA have to say on the progress the credit and collections industry has made over the last 12 months, now that the dust has (largely) settled on the authorisation process.

It will be interesting too to see how the much-hyped talk around Fintech is translating into action and permeating down through the value chain. Technology and innovation is always a popular subject of conversation; new technology gives business a competitive edge as well as streamlining processes, improving efficiencies, and ultimately delivering a better customer experience. But how far have we come? How far advanced are we in areas such as the introduction of new Payment Initiation Services (PIS), and in the broader field of Artificial Intelligence and Machine Learning that seem to be dominating recent debate? How will Open Banking apply to businesses large and small, and how successful could it be?

Where we know that technology is changing all the time, so too are matters relating to such issues as HR and Compliance, two disciplines that have almost given rise to new ‘industries’ in their own right, and that have certainly been key areas of investment for all those working in financial services. Businesses have certainly been busy recently with the advent of the General Data Protection Regulation (GDPR), although their work is far from complete. Where the Information Commissioner’s Office (ICO) ‘sits’ in the current debate is certainly interesting, as is the ‘next wave’ of regulation – the Privacy and Electronic Communications Regulations (PECR) – around which little is currently known but the implications could be significant.

Learning about the regulator’s current priorities, fines, and future challenges will be key to reassuring businesses that they are still on the right track. Learning too about the impact of the much-heralded Senior Managers and Certification Regime (SMCR) will be important, as will a debate around the practical impact of Brexit on collections (especially given recent political events) and how our international colleagues at FENCA are developing a new Code of Conduct to meet the challenges of an uncertain future.

The CSA's 2018 UKCCC and Credit and Collections Technology Awards will take place on Thursday 13 September at the newly-refurbished four-star Crowne Plaza in Stratford Upon Avon. Full details can be found at Contact CSA’s Head of Sales, Mark Buckley, for further details on 0191 217 3073 or email


Learn more about the UKCCC 2018