The CSA Has A Three Stage Complaints Procedure

 

 

Problems can often be resolved quickly and simply by contacting the member company directly - each member company has nominated a contact person for the CSA. This is normally a person with some seniority, who deals with CSA-related business, and complaints directed via the association. Even if you have been unable to resolve the issue with the company previously, we would advise you to contact the person named (if you have not already spoken to that person) to attempt a resolution of your complaint.

The name, telephone number and other details of the CSA Contact for each member company can be found in the Member Listings section of this site.

General Guidance

If you have been unable to resolve the issue, or if you are unhappy with the resolution you have obtained, you may make a formal written complaint to the association.

Please note that the CSA will not comment or act on complaints made by email or telephone - complaints must be made in writing, using the official CSA Complaint Form which should be accompanied by copies of all relevant documentation. The form is also available by post - by contacting the CSA Office. If you are visually impaired, there is a larger-print Accessibility Complaint Form available.

A copy of our Code of Practice is also available from the site, or from the CSA Office. The Code of Practice outlines the obligations of our members, and a declaration of compliance is signed by them on an annual basis.

If you have any other queries about complaints, you can e-mail us at complaints@csa-uk.com

 

Please note: The CSA can only deal with apparent violations of our code - complaints unrelated to the Code of Practice, contractual disputes and compensation claims will not be processed.

 

We cannot interfere in the collection procedures of members unless they breach the code. We cannot consider complaints against matters which are the responsibility of our member’s clients such as unsatisfactory goods or services supplied.

We cannot stop a member contacting a debtor when they are going about their legitimate business in collecting an outstanding debt for a client.

We cannot insist that a member double-checks the information supplied by the client in good faith. If installment arrangements have been discussed, we cannot say what is reasonable and we cannot force members to accept installments. We cannot interpose in ongoing or proposed legal action.  We cannot comment or arbitrate on contractual issues.   Naturally, if any of these matters can be seen to violate our code, this is a different matter and of course each case is individual, but we hope this gives you some indication of our role in the industry.