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

 

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, 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

You can send a scanned (and signed) copy of your complaint to us by e-mail to complaints@csa-uk.com or daniel.spenceley@csa-uk.com, or in the post;

 

 

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

The CSA ask that complaints be submitted in writing because we require the complainant’s signed authority for information to be shared. Unfortunately, if we do not have the requisite authority to share information, this will prevent us from sharing details of the complaint with our member and will prevent our member sharing information with us about their investigation. To do so without a signed complaint form would likely find us and/or the member company in breach of the Data Protection Act 1998.

 

Useful Links

  • Money Advice Service (MAS) - What to do if your debt management plan has stopped. Don't worry. The Money Advice Service has worked with the leading UK debt advice charities to ensure that FREE high quality debt advice is available to help you decide what to do next...
  • Financial Ombudsman Service (FOS)  - FOS settle individual complaints between customers and businesses providing financial services. They were set up by parliament as independent experts and their service is free.
  • National Debtline - Range of fact sheets and guides

Factsheets

  1. Advisory Organisations
  2. Tracing
  3. Bailiffs
  4. Commercial Collections Summary
  5. Myths and Facts of Debt Collection
  6. Standard Debt Collection Communication
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Supplier Membership

CSA Supplier Membership will bring to the membership a selection of respective and trusted suppliers who will offer CSA members the most competitive rates for their services. 

Below you can view information about CSA Supplier Members.

 

Adare SEC Ltd

Adare SEC provides technology-led, outbound and inbound essential communication solutions to private and public sector clients who need to control the cost, quality and efficiency of their electrical and printed communications.

Services provided: Outbound solutions (transactional mail, hybrid mail, postal services, pins, BPO), inbound solutions (document management) and electonic solutions(multi-channel delivery, e-Presentment)

Contact us

E: enquiries@adaresec.com
T: 01484 863 411
W: www.adaresec.com

  

Alyne UK Ltd.

Alyne is an award winning, international RegTech (Regulation Technology) company with a unique GRC Cloud based, Software-as-a-Service platform for Risk Management and Compliance and we help organisations to painlessly comply with controls, standards, laws and regulation.

Our differentiator is that we provide a carefully curated content library out-of-the-box, currently covering more than 31 mapped standards, laws and regulation relating to InfoSec, Data Privacy (incl GDPR), Operational Risk plus 900 Control Statements, 45 Assessment Templates and more than 560 interconnected risks, together with powerful workflow assessments, analytics and reporting capability, at an extremely competitive price.

Alyne is working with Risk and Compliance teams to deliver agile risk insights, bringing contextual understanding of risk and controls within the organisation, to enable you to make the right executive decisions and outcomes in real-time and to drive business advantage.

The Alyne software is designed to be as easy to use as browsing social media.  Alyne is curated content, passionately designed information, powerful functionality.

Contact us

Services provided: GRC - Regulation Technology Software-as-a-Service
Address: 41 Luke Street, Shoreditch, London, EC2A 4DP
E: pierre.silavant@alyne.com
T: 07767 444 755
W: www.alyne.com

 

Arctick

Arctick is an award-winning cloud based GRC RegTech solution which provides the framework needed for a firm to implement and evidence effective governance and compliance controls.

The solution enables firms to effectively identify, manage, monitor and report risks and incidents, providing a configurable and flexible capability to automate labour intensive audit, compliance and risk management processes to improve operational efficiency and reduce costs.

Arctick is aligned with the stringent regulatory compliance expectations of the FCA under SYSC 6, SYSC 7 and SMCR, enabling Accountable Individuals and Senior Managers to implement and evidence high standards of compliance, conduct and culture. 

Services provided: Governance Risk & Compliance RegTech Software Solution 

Contact us

E: ian.wilson@arctick-grc.co.uk
T: 0161 9266 00
W: www.arctick-grc.co.uk

 

Critiqom

We are one of the primary suppliers to the CSA membership of Critical Communication services. We have over fifty clients specialising in the collection of debt. We are the primary provider of these services in the local government area of Council Tax.

Contact us

E: gerry.crawley@critiqom.com
T: 01698 847979
W: www.critiqom.com

  

First Data

First Data is a global leader in commerce-enabling technology and solutions, serving approximately six million business locations and 4,000 financial institutions in 118 countries around the world. The company’s 24,000 owner-associates are dedicated to helping businesses of every size, from small start-ups to the world’s largest corporations. We enable global commerce every day by securing and processing more than 2,800 transactions per second and $2.2tn per year.

Services provided: Merchant Account and Payment Gateway services aimed at those processing credit and debit card payments from the end user whether this be online, over the telephone or in a face-to-face environment.

Contact us

E: sajid.hussain@firstdata.com / terry.roberts@firstdata.com
T: 07864 987 687 / 07951 922 357
W: www.firstdata.com

 

Infinian (part of the Quint Group)

Infinian provides highly insightful data to financial services, fintech companies and some of the biggest global data businesses. 100s of data sources feed the unique Infinian database in real-time from exclusive data created by Quint Group’s market-leading consumer brands MoneyGuru, Credit Angel and Monevo.

Services provided: ReconnectU our high-quality tracing solution, utilises 600k unique credit applications per month. Our customer contact database is continually growing and being refreshed, enabling the provision of high-quality data for tracing to find new contact attributes and to support scorecard ranking of debtors. Adding innovation to the traditional trace process.

Contact us

Address: Oxford House, Oxford Road, Macclesfield, Cheshire SK11 8HS
E: ballott@quint.co.uk
T: 01625 505464
W: www.quint.co.uk

 

Noble Systems

Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Management and Analytics technologies. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. 

Contact us

E: sciabattoni@noblesystems.com
T: 0161 772 7100
W: www.noblesystems.com

 

Worksmart

Worksmart are the UK’s leading provider of software to manage ‘people based’ regulatory processes. Serving the UK financial services industry, Worksmart also provide regulatory consultancy and training services either in conjunction with implementing our software or as a standalone service.

Based in Milton Keynes, Worksmart are proud to have been in business for over twenty years and have many of the UK’s leading and most recognisable financial companies as customers.

Services provided: Worksmart provide software to manage ‘people based’ regulatory processes. Serving the UK financial services industry, Worksmart also provide regulatory consultancy and training services.

Contact us

Address: Beech House, Breckland, Linford Wood, Milton Keynes, MK14 6ES
E: julie.pardy@worksmart.co.uk
T: 01908 613 613
W: www.worksmart.co.uk