General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+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

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 four 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, claire.aynsley@csa-uk.com.

 

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

 

Address

Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way

Newcastle-upon-Tyne

NE13 9BA

 

Why the CSA need a signed copy of your complaint

 

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Privacy Policy

The Credit Services Association values your privacy and will not sell, loan, or otherwise exchange your details with third-party companies for marketing purposes.

The CSA collects various sorts of personal data via our website. This information is provided by visitors themselves. The Association uses the personal data for the purpose of responding to queries, providing requested documents and, if appropriate, marketing. We do not provide names or contact details to any third parties where permission has not been provided.

In providing the facility to enquire about our products via this website, the Credit Services Association (CSA) collects information about you. In doing so, we take your privacy and our obligations under the data protection legislation very seriously. You have a right to expect a website to disclose its privacy policies - how your personal information is collected, used and shared. You also have a responsibility to choose which sites you feel comfortable disclosing such information to. 

In order to comply with our obligations, the Credit Services Association (CSA) must obtain your consent to the use of your personal information. Please ensure therefore that you read the following statement carefully. Enquiries about our products through the Credit Services Association (CSA) website will be taken as consent to certain uses of your information.

Item A: Access to Registration Information

The Credit Services Association (CSA) will under no circumstances give access to your registration information to any third party for any purpose, either commercial or otherwise. Consistent with our obligations under the Data Protection Act 1998, your information is maintained in what we believe to be a well protected environment. Neither the Credit Services Association (CSA) or any other website operator can, however, guarantee that your information will remain secure from unauthorised access.

 

Item B: Public vs Confidential Information

You acknowledge that all of your submissions through the website are public and not private information. Always use caution when giving out any personally identifying information about yourself or your household. The Credit Services Association (CSA) specifically disclaims any liability with regard to any actions or losses resulting from your submissions and postings to the public portion of the website. Generally, any communication which you post through the website is considered to be non-confidential. If a particular webpage or form permits the submission of information it will be treated by the Credit Services Association (CSA) as confidential, and will be stated as confidential on those pages.

 

Item C: Use of Public Information

By posting communications on or through the website, you automatically grant the Credit Services Association (CSA) a royalty-free, perpetual, irrevocable, non-exclusive license to use, reproduce, modify, publish, edit, translate, distribute, perform and display the information alone or as part of other works in any form, media or technology whether now known or hereafter developed. The foregoing grants shall include the right to exploit any proprietary rights in such communication, including but not limited to rights under copyright, trademark, service mark or patent laws under any relevant jurisdiction. You agree to waive any moral rights which you may have in such material.

 

Your consent

By enquiring via this website, you consent to the collection and use of your information by the Credit Services Association (CSA) in the ways outlined above. If, having given your consent to the use of your data, you subsequently change your mind you can stop all, or particular uses of your data by sending us an e-mail or contacting us in writing.