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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Top

2016 Exhibitors & Sponsors

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

Sponsors

 

 
2016 Exhibitors:

 

 

Visit CGI at Gold Stand 3

Collection efforts via traditional channels are proving more difficult and less effective. Regulatory changes increasingly focus on treating the customer fairly and limiting contact. This means it’s critical to optimise customer communications. CGI takes a customer-centric approach to collections and recoveries, aligning treatment to the individual and maximising the efficiency of your operations. Using alternative contact methods (texts, email, online self-serve, mobile) we deliver significant improvements to collections and recovery rates and increase customer satisfaction versus traditional collections methods.

Collections360 brings together software, business processes, and IT support to deliver flexible, managed services that enable you to focus on your core business.

Website

Twitter: @CGI_UKNEWS

 

Visit Brillio at Silver Stand 1

Brillio is a global technology consulting firm focused on improving competitive advantage for our customers by rapidly and effectively deploying innovation in technology – including enterprise mobility, analytics and data visualization, digital technology consulting, and information management and big data for the consumer goods, retail & banking industries. Head quartered in Silicon Valley and with operations in US, India and Europe, Brillio’s mission is to help enterprises in creating digital experiences for their customers and help them compete better by discovering customer-facing and operational insights powered by big data analytics.

Website

Twitter: @BrillioGlobal

 

Visit eg Solutions Plc at Silver Stand 2

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. 

Website

Twitter: @egsolutions

 

 

Visit J&P Credit Solutions at Silver Stand 3

Judge and Priestley Solicitors have over 125 years’ experience in Debt Recovery. J&P Credit Solutions have built on that pedigree to provide a comprehensive service for a broad range of debt types at any stage in their lifecycle.

We work closely with our customers to understand their unique circumstances and provide bespoke recovery solutions tailored to their individual requirements. We are trusted business partners to some of the biggest names in the finance, utilities and insurance sectors, with our highly experienced team of professionals working on our clients’ behalf. 

Whatever your business focus, we have an outstanding success rate because we can deal with every eventuality. 

Website

Twitter: @JPCreditSol

 

Visit the Financial Conduct Authority (FCA) at Silver Stand 5

We ensure that financial markets function well. This means ensuring that the whole financial industry is run with integrity, that firms provide consumers with appropriate products and services, and consumers can trust that firms have their best interests at heart.

We took over the regulation of consumer credit on 1 April 2014 from the Office of Fair Trading (OFT). This includes consumer lending (eg, credit cards, payday loans and peer-to-peer lending), debt managements and collection services, and credit broking.

Website

Twitter: @TheFCA

 

Visit Telrock at Silver Stand 10

Telrock is a global technology provider of SaaS-based digital engagement solutions across the consumer credit lifecycle. Key products include: TAS for marketing, servicing and fraud, SmartCollect for digital collections with self-serve portal and Optimus, an enterprise class integrated collections and recoveries platform. Telrock serves major lenders, processors and BPOs across Europe, Asia and North America, with offices in London: +44 (0) 020 7183 1573 and Atlanta, GA: +1-678-638-6411.

info@telrock.com

Website

Twitter: @Telrocktweets

 

Visit Equifax at Silver Stand 11

Equifax  have one of the largest sources of detailed consumer and business data in the UK, which means we can give insight into the behaviours and drivers behind the economy like no one else.

We believe Equifax is unique precisely because we’re big enough to know and advise, yet small enough to listen and respond.

We partner with our clients to give them insights across their customer journey; to predict who their best customers will be and unlock the value in their customer base. We help organisations to protect against fraud and comply with regulation, and help consumers protect their identity and access credit.

Website

Twitter: @EquifaxUKB2B

 

Visit Fathom at 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

 

Visit Secure Trading at Silver Stand 13

Secure Trading is an integrated payments services company - a single point of contact for card acquiring, payment processing and PCI compliance and cyber security services.

Established in 1997, Secure Trading’s specialist service helps businesses of all sizes across a whole spectrum of industries achieve success online. Our worldwide footprint and network ensure that we can deliver tailored solutions to even the biggest international companies, while our uncompromising focus on customer service means that thousands of businesses across retail, gaming digital entertainments and financial sectors trust us to give their customers the best possible online experience, 24/7. Our high-performance payments platform has an unrivalled 100% uptime record, while our multi-acquiring network ensures businesses can operate internationally with ease. With both payment processing and card acquiring services we can provide businesses with an end-to-end solution, reducing the complexity of setting up online. We also offer additional bespoke cyber security services and PCI compliance certification.

Website

Twitter: @SecureTrading

 

Visit Anchor at Bronze Stand 1

Website

 

Visit The London Institute of Banking & Finance at Bronze Stand 2

We advance careers by equipping people with the skills and capability the sector demands, so they can perform more effectively and responsibly. The result is better professionals and corporations, performing better for customers.
Our Certificate in Debt Collection (CertDC®) is designed specifically for those working in debt collection and recovery departments. CertDC provides an enhanced understanding of the debt collection environment and current regulatory requirements, alongside the skills to apply this knowledge effectively in the workplace. We are The London Institute of Banking & Finance, Lifelong partners for financial education.

Website

 

Visit Codix at Bronze Stand 3

Codix provides worldwide the iMX software solution that fully handles any phase of credit risk monitoring, A/R and collections – In-House for Financial institutions (Personal Finance, Leasing, Corporate), Telecom operators, Utilities, or for Collection Agencies, etc.

Using the most advanced and reliable technologies, iMX is a multilingual, multi-currencies and multi-entities solution, based on flexible business rules event-driven Expert System engine managed dynamically through a graphical tool. It reacts and executes the business knowledge on any event, positioning tasks/alerts as generating any kind of communication: phone calls, emails, SMS, etc... iMX includes also imaging, telephony, BI reporting tool, Extranet/Internet web front-end, etc..

Website

 

Visit Scorebuddy at Bronze Stand 4

Spreadsheets cause us pain… Scorebuddy is a cloud-based Quality Monitoring Software for call centres. It designed to score customer service calls, emails and web chats, pretty much whatever you want! Stop worrying about your reports breaking (spreadsheets), everything is in one place and there's customizable access for everyone. Scorebuddy saves time, increases accuracy and delivers an exponential return on investment. On average our customers achieve 8-10 times ROI. It's easy to use, does not require an IT person!

Our Free Trial is very quick to set up, there are no credit card details required and there are no contracts.

Website

Twitter: @score_buddy

 

Visit Telsolutions at Bronze Stand 5

Telsolutions.co.uk, use industry experience in revenue and collections to provide automated customer contact services with the latest technology to reduce arrears, collect outstanding revenue and improve income.

  • Through customer preference using telephone diallers, interactive voice messages, SMS text message, email and new mobile web collections contact can be automated.
  • Multi-channel blended campaigns make intelligent decisions based on customer action or inaction, creating meaningful staff conversations to improve income and progress case management.

With pressure to improve income, reduce the cost of debt recovery postage and overheads, Telsolutions enables you to collect more debt with very limited resources. No software, hardware is required and the service functions on a ‘pay as you go’ basis.

Website

Twitter: @collectionnow

 

Engage Comms is an award-winning, Yorkshire-based content marketing agency. From a background in traditional PR, our experienced, digitally savvy team combines strategic thinking with research skills and creativity to deliver content that your audiences want to engage with, read/watch and share. We take a quality over quantity approach, focusing on long term outcomes, not ‘quick win’ outputs. Our core team works with a trusted network of web developers, graphic designers, photographers and videographers to offer a fully integrated, hassle-free marketing communications service.

Website

Twitter: @engagecomms

 

The LSB works to promote fair lending, with our vision being that all personal and business borrowers receive a fair deal from their lender. We oversee lenders’ adherence to the Standards of Lending Practice, supporting and challenging them in the process, yet holding them to account when they fall short. A combination of market intelligence, industry knowledge and experience, and collaboration with regulators and industry stakeholders allows us to:  achieve fair outcomes and greater consistency for customers; add value for Registered Firms; cover as many personal and business customers as possible; demonstrate the value of self-regulation and how it complements statutory regulation; and be recognised as an influential voice in the industry.

Website

Twitter: @LendingStdBrd

 

Ciso Compliance Limited (CCL) established to offer ongoing support to companies within the financial market place. The service offered by CCL is by way of a collaborative, design and development of quality systems, documents and requirements in order to meet regulatory expectations.

Mission Statement:

To inspire companies in their quest for regulatory compliance, to create lasting solutions that can be relied upon, and maintained by the client as part of their business as usual processes.

To assist company goals and strategies by the inclusion of compliance as an essential strategic path, and to provide a service of demystifying regulatory requirements.

Website

 
 2016 Sponsors

 

 

1st Credit is one of the UK’s largest debt purchase and collection companies, having managed approximately five million customer accounts and nearly £7bn of outstanding consumer debt. 1st Credit established itself as a pioneer in the debt purchase market and since its inception in 2002 quickly gained a reputation with the UK’s major retail banks for its high quality and professional service. 

Website

 

Ascent is a leading firm in the debt recovery sector and the first major legal debt firm to be authorised by the FCA. Our vision is to ‘lead the way by doing the right thing for customers, always’ and we pride ourselves on our approach to conduct risk and regulatory compliance. Ascent has worked hard to embed a customer-focused culture, underpinned by a company-wide initiative to ‘Do the right thing!’

We offer a range of services, including customer rehabilitation, debt collection, litigation and enforcement. With offices in England and Scotland, we deliver a national service with seamless dual jurisdictional capability.

Website

 

Visit Brillio at Silver Stand 1

Brillio is a global technology consulting firm focused on improving competitive advantage for our customers by rapidly and effectively deploying innovation in technology – including enterprise mobility, analytics and data visualization, digital technology consulting, and information management and big data for the consumer goods, retail & banking industries. Head quartered in Silicon Valley and with operations in US, India and Europe, Brillio’s mission is to help enterprises in creating digital experiences for their customers and help them compete better by discovering customer-facing and operational insights powered by big data analytics.

Website

Twitter: @BrillioGlobal

 

Collection efforts via traditional channels are proving more difficult and less effective. Regulatory changes increasingly focus on treating the customer fairly and limiting contact. This means it’s critical to optimise customer communications. CGI takes a customer-centric approach to collections and recoveries, aligning treatment to the individual and maximising the efficiency of your operations. Using alternative contact methods (texts, email, online self-serve, mobile) we deliver significant improvements to collections and recovery rates and increase customer satisfaction versus traditional collections methods.

Collections360 brings together software, business processes, and IT support to deliver flexible, managed services that enable you to focus on your core business.

Website

Twitter: @CGI_UKNEWS

 

Credit Strategy is now in its 15th year, and is the leading publication in the credit industry. 

Over 3,600 credit professionals attend Credit Strategy's portfolio of events in any one year, offering exhibitors and sponsors excellent networking opportunities to do business. 

Website

Twitter: @Credit_Strategy

 

 

Visit Equifax at Silver Stand 11

Equifax  have one of the largest sources of detailed consumer and business data in the UK, which means we can give insight into the behaviours and drivers behind the economy like no one else.

We believe Equifax is unique precisely because we’re big enough to know and advise, yet small enough to listen and respond.

We partner with our clients to give them insights across their customer journey; to predict who their best customers will be and unlock the value in their customer base. We help organisations to protect against fraud and comply with regulation, and help consumers protect their identity and access credit.

Website

Twitter: @EquifaxUKB2B

 

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 

 

Gravity is an award-winning full service communications agency that operates on a truly global scale, delivering advertising, digital and media relations campaigns with genuine impact. With an acknowledged pedigree in Financial Services built over more than 25 years, Gravity has particular category expertise in the credit industry, working with both the Credit Services Association (CSA) and the Chartered Institute of Credit Management (CICM). Its expertise ranges from credit insurance to debt sale and purchase, working with leading brands including Euler Hermes, Hoist Finance, Robinson Way and Touch Financial.

Website

Twitter: @GravityLondon

 

Website

 

MMF is a well-established purchaser of non performing unsecured debt, acquiring in excess of £1bn face-value of accounts to date. It is interested in buying debts from a wide range of industry sectors including financial services, communications, home retail credit, mail-order, High Cost Short Term lenders, utilities and government.

Offering customers alternative payment arrangements to help them get out of financial difficulty, MMF’s vision is to build confidence by making the entire customer journey clear, easy to understand and less stressful. As a specialist in the management of e-commerce clients, MMF have developed bespoke systems and solutions to gain better results which ensures happy customers, clients and stakeholders.

Website