General Enquiries

+44 (0) 191 217 0775

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+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

For details about how to get involved in the 2018 event please click here
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

Stand A8


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 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 B6

2018 Sponsors & supporters: