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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2017 Exhibitors & Sponsors

For details about how to get involved in the 2017 event please click here
Learn more:
Exhibitors

Sponsors

 

 
2017 Exhibitors: 
 

eg solutions
Silver Stand 8

eg solutions is a provider of enterprise workforce optimisation software, specialising in the back office. eg pioneered this new market space and developed the most complete, purpose built workforce optimisation software for back offices – the only solution that manages work, people and end-to-end processes wherever they are undertaken, anywhere in the world.

Using our forecasting, scheduling, real-time work management and operational analytics capabilities we deliver measurable improvements in service, quality, productivity and regulatory compliance. When supported by our implementation and training services we guarantee return on investment in short timescales. 

Our solutions provide true insight into the full customer service process.

Website

Twitter: @egsolutions

 

Fathom
Silver Stand 12

Fathom provides innovative software solutions to a broad range of businesses. Industry sectors include the credit services industry, law firms, central and local government, insurance and healthcare, to name a few.

Powerful and flexible facilities enable configuration of the entire lifecycle of your invoicing, credit control and collection functions and provides your customer base with a seamless and compliant journey from account management to financial hardship.

Fathom prides itself on providing exemplary support services to its customers as well as providing users with a friendly experience.

Fathom’s CaseflowFusion system integrates with numerous technologies including Diallers, SMS, Microsoft Office, Direct Debit, Money Claims Online, Mailing House and Payment Service providers.

Website

 

Excalibur
Silver Stand 13

Since its inception in 2006, the Excalibur Debt Collection Management system has provided an excellent platform for our customers in the Banking, Business, Local authorities, Legal, and Collections (DCAs) sectors to improve their overall efficiencies, grow their call centres and increase revenues. Excalibur manages your debt collection strategies and workflows, PCI compliant payments, your staff, and the communication required to ensure successful early arrears detection and debt recovery.

Excalibur is easy to use and implement. It accommodates all your call centre, administration, pre-legal and legal processes, and effortlessly handles volumes of matters at a time.

For further information contact Ian Wright at: ianw@excalibursoftware.uk or call 07943 321217

Website

 

Paythru
Bronze Stand 1

Paythru is an award-winning software-as-a-service (SAAS) online payment gateway focused on the mobile device. We provide a cost-effective collections channeloffering customers an additional way to make a payment via their mobile.

We address the consumer's demand for greater control of their finances by providing a faster and more convenient checkout process and a less intrusive form of communication, meaning consumers are more willing to make a payment there and then on receipt of the SMS.

Website

Twitter: @paythru

 

Collections Marketing Center
Bronze Stand 2

CMC powers solutions from marketing and customer service, to collections, recovery, and agency management. Regardless of where you fit into the customer journey, CMC extends your view of the customer relationship to provide a 360 degree view - enabling you to deliver a superior end-to-end customer experience.  A SaaS-based solution for greater adaptability and flexibility, eliminating the need for investment in costly and quickly outdated infrastructure.  Demonstrably cost-effective, easily deployed, and offering the control and transparency needed to prove compliance in today’s regulatory environment. CMC helps clients to reimagine customer experience management.

Website

Twitter: @cmgagile

 

TCN Inc

Bronze Stand 3

Today, contact centres need to do more with less. By using TCN’s cloud-based predictive dialing tools and services, clients can leverage the most sophisticated Inbound, Outbound, and Blended calling technologies available, while maximising available resources and ROI, all without massive capital outlay or new staff. The TCN solution is a complete dialer replacement with full outbound, manual, preview, inbound, and blended functionality with no hardware, no monthly minimums or no maintenance fees.

TCN’s award winning Platform 3.0 (P3) is a multi-tenant, intuitive, Interactive Voice Communication platform that has been revolutionary for contact centers needing dialing and IVR solutions.

Website

Twitter: @tcnworldwide

 
 
2017 Sponsors:

Fathom

Fathom provides innovative software solutions to a broad range of businesses. Industry sectors include the credit services industry, law firms, central and local government, insurance and healthcare, to name a few.

Powerful and flexible facilities enable configuration of the entire lifecycle of your invoicing, credit control and collection functions and provides your customer base with a seamless and compliant journey from account management to financial hardship.

Fathom prides itself on providing exemplary support services to its customers as well as providing users with a friendly experience.

Fathom’s CaseflowFusion system integrates with numerous technologies including Diallers, SMS, Microsoft Office, Direct Debit, Money Claims Online, Mailing House and Payment Service providers.

Website

 

Motormile Finance UK Ltd
Website