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,


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



Credit Services Association

Complaints Department

2 Esh Plaza

Sir Bobby Robson Way


NE13 9BA


Why the CSA need a signed copy of your complaint


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2018 Exhibitors & Sponsors

Learn more:



2018 Exhibitors: 



Credit Services Association

The Credit Services Association (CSA) is the only national association in the UK for organisations active in the debt collection and purchase industry. The Association, which has a history dating back to 1906, has 300 member companies which represent 90% of the industry, and employ 11,000 people. At any one time its members hold up to £60bn for collection, returning nearly £3bn in collections to the UK economy per annum.

As the voice of the collections industry, our vision is to build confidence in debt collection by making the entire process clear, easy to understand and less stressful for all those involved.
Stand A3

Xactium is a cloud-based GRC software provider that helps Risk & Compliance Managers in Financial Services to transform the way that enterprise risk is evaluated and managed.

As the central risk platform used by the FCA to supervise the market, it has also been adopted by a wide range of Financial Services organisations from across the industry. Companies such as Arrow Global, Lowell, Hoist, Direct Line Group, Charles Stanley, MS Amlin and Leeds Building Society.

Xactium is the world's first enterprise risk-intelligent system, with the revolutionary use of embedded AI (Artificial Intelligence) and automation that dramatically improves efficiency and creates innovative analytics.  


Twitter: @xactium


Stand A6

Arctick is an award-winning GRC RegTech solution that has been designed specifically to provide a firm with the framework needed to implement and evidence effective governance and compliance controls.

Continually enhanced to meet the ever-changing regulatory landscape, Arctick enables Accountable Individuals and Senior Managers to drive the right customer outcomes through high standards of culture, conduct and governance.

Arctick is aligned with the stringent regulatory compliance expectations of the FCA under SYSC 6, SYSC 7 and SMCR.

The solution provides a configurable and flexible capability to automate labour intensive audit, compliance and risk management processes to improve operational efficiency and reduce costs.


Twitter: @Arctick_GRC


Stand A8

Fathom has been providing innovative solutions to a broad range of industry sectors for over 25 years including the credit services industry, insurance and finance companies, law firms and central and local government.

Powerful and flexible facilities enable configuration of the entire lifecycle of receivables management from creation of invoice or account through to litigation and enforcement.

CaseflowFusion® provides you and your customer with a seamless and compliant journey. from account management to financial hardship. Fathom prides itself on providing exemplary support services to its customers.

CaseflowFusion® integrates with numerous technologies including Diallers, SMS, Microsoft Office, Direct Debit, SDT/Money Claims Online, Mailhouses and Payment Service providers.





Money Advice Trust

Stand B1

The Money Advice Trust is a national charity helping people across the UK to tackle their debts and manage their money with confidence. The Trust runs National Debtline, offering free, independent and confidential advice on personal debt over the phone and online, and Business Debtline, the UK’s only dedicated debt advice service for the self-employed and small business owners. The Trust has used this expertise to develop a training and consultancy service for organisations involved in lending and debt collection. We are specialists in vulnerability and mental health.


Twitter: @Money_Advice



Stand B2

As the approved Insurance Brokers of the CSA, UKGlobal Risk Solutions Ltd have developed a specific policy wording in conjunction with Hiscox to provide members with a policy which is tailor made to their needs.


Twitter: @UKGlobalGroup



Stand B3

Since 1996, PayPoint has been flying the flag for convenience and today is an international group, trusted with billions of pounds in transactions by over 1,500 Clients.

From our origin of cash payments, we now lead the way in retail technology, services and omni-channel payments across a huge range of sectors, including CollectPlus Parcel Services , Financial, Leisure, Transport, Smart Ticketing, Utilities, Housing Associations, Local Authorities, Telecommunications and Debt. With close to 30K PayPoint retailers, 99% of the UK population lives within 1 mile of a PayPoint location, helping you to make it easier for consumers to pay.


Twitter: @PayPoint


Stand B4

Established for over 20 years, PayPlan is one of the UK’s largest free and independent debt advice providers. We’re passionate about supporting people in financial difficulty and helping them to take control of their debts so that they can live again. We believe in open and pro-active partnership working, tailored to delivering best outcomes. This approach has helped us to significantly increase the number of people engaging with debt advice by using our unique referral channels and digital tools. We are delighted to be part of this important CSA conference and look forward to working with more of its members in the future.


Twitter: @PayPlan








Stand B5

Cifas is a not-for-profit member association working to protect businesses and organisations from across the public, private and voluntary sectors from fraud and financial crime. For 30 years, we have been harnessing technology, sharing data and working in pertnership to provide the most comprehensive databases of confirmed fraud risk in the UK to over 450 organisations, large or small. Our members save over £1bn every year in prevented fraud losses and protect hundreds of thousands of customers, clients and vulnerable individuals.


Twitter: @CifasUK  


Stand B6

Conexus Recovery & Field Service’s principle is to deliver outstanding collection services that meet our clients’ needs within non-regulated, regulated and compliant business groups. Our clients include banks, utility companies, retailers and debt purchasers.

Conexus Recovery & Field Services have a team of doorstep “reconnection agents” who cover doorstep visits for both our utility and financial customers; every member of our field team has been fully vetted, including DBS checks.


Twitter: @conexusrecovery 



StepChange Debt Charity
Stand B10

For 25 years we’ve been providing free and impartial debt advice to people struggling with problem debt. We understand the causes and see the consequences of debt, but most importantly we know the way out.

We help thousands of people every week and our service is available to everyone, however big or small their debt problem is. 

We take a completely impartial look at an individual’s full financial situation and recommend the best way for them to deal with their debts, offering a broad range of debt solutions. We’re also home to the UK’s only charity-operated equity release and mortgage advice service. 


Twitter: @StepChange




With more than 1,500 highly skilled specialists, intive helps its customers turn ideas into digital reality. With a challenging, curious and agile mindset, intive co-creates exceptional software solutions that help its clients to accelerate their own digital transformation. intive adds value along the whole application lifecycle – from the idea of a product to its maintenance. The company’s operations are headquartered in Munich, with 14 development centers in Germany, Poland, the USA and Argentina.

intive’s Debby solution is a modular web platform for commercial risk assessment and management, as well as A/R monitoring and debt collection. Debby already supports Volkswagen Bank, MAN Financial Services, Orbico.


Twitter: @intive



Investor in Customers

Investor in Customers (IIC) is the UK’s leading independent customer experience (CX) assessor and award provider. We’ve helped hundreds of clients within the FS industry – including the CSA - to improve customer experience, and help retain and attract more customers, leading to an increase in their profitability. 

Our unique methodology is what sets us apart. We conduct 360° balanced appraisals that get feedback not just from your customers but also from your employees and managers. At the assessment end we give in-depth analysis of your CX delivery and a simple, sustainable action plan. Achieve our standard and we will accredit your organisation with our industry recognised IIC Gold, Silver or Bronze Award.


Twitter: @IIC_UK




As the market leader in mobile messaging, Textlocal offers Credit and Collection agencies the industry the opportunity to reach consumers through real-time mobile communications, connecting your business with the 93% of people who own a mobile phone. 

Using mobile communication channels like SMS, companies are able to engage with consumers, sharing updates instantly and directly, creating a multi-channel contact strategy. 


Twitter: @textlocal



Twitter: @TheFCA


Credit Strategy


Twitter: @Credit_Strategy



Engage Comms

Engage Comms is an award-winning, Yorkshire-based integrated marketing agency. As brand communications specialists, we bring your organisation and its people to life through insight-led marketing strategies and campaigns. Our aim is to build and maintain your brand over the long term by keeping you ‘front of mind’ with your audiences, online and off.

With a wealth of experience in a wide range of sectors from property to professional services and finance to education & skills, we help our forward-thinking (mostly B2B) clients develop and grow over the long term, working flexibly with them in a variety of ways from one-off bespoke research projectsand workshops to ongoing consultancy support.

We have been working with the Credit Services Association as its digital communications partner for several years and also work with the Money Advice Liaison Group.


Twitter: @engagecomms



2018 Sponsors & supporters: