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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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.

 

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

  

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