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Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way

Great Park

Newcastle Upon Tyne

NE13 9BA

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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

You can send a scanned (and signed) copy of your complaint to us by e-mail to complaints@csa-uk.com or daniel.spenceley@csa-uk.com, or in the post;

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

The CSA ask that complaints be submitted in writing because we require the complainant’s signed authority for information to be shared. Unfortunately, if we do not have the requisite authority to share information, this will prevent us from sharing details of the complaint with our member and will prevent our member sharing information with us about their investigation. To do so without a signed complaint form would likely find us and/or the member company in breach of the Data Protection Act 1998.

Useful Links

Money Advice Service (MAS) - What to do if your debt management plan has stopped. Don't worry. The Money Advice Service has worked with the leading UK debt advice charities to ensure that FREE high quality debt advice is available to help you decide what to do next...
Financial Ombudsman Service (FOS) - FOS settle individual complaints between customers and businesses providing financial services. They were set up by parliament as independent experts and their service is free.
National Debtline - Range of fact sheets and guides

Factsheets

Top

UKCCC 2016

Credit & Collections Technology Awards 2018

Awards logo

The Credit Services Association is to host the Credit and Collections Technology Awards at the 2018 CSA Gala Dinner on 13 September.

The co-branded event, which will form part of the CSA’s UK Credit and Collections Conference (UKCCC), reflects the Association’s growing recognition of technology as being vital to the future success of its members.

As well as being a key theme of the President’s welcoming address at the CSA’s Members’ Meeting in February, the Association also recently announced the creation of a new Technology Portfolio to support members in their future thinking.

John Ricketts, CSA President, says that hosting the awards is a natural evolution: “In 10 years’ time the industry will be virtually unrecognisable from where we are today, with technology and AI replacing large parts of our operations, freeing up agent time for more quality customer engagement.

“Our industry has only survived this far by innovating, so hosting an award scheme which recognises best-in class technology and innovation is a logical step.”

The Credit & Collections Technology Awards recognise excellence and innovation in the UK credit and collections industry. Now in its second year, the awards are judged by an independent panel of industry experts who will examine excellence solutions in four different categories sections: credit, collections, credit & collections and innovation.

Colin White, Director of Credit Connect who devised the awards, added: “I am very pleased to announce this partnership. The aim for the Credit & Collection Technology Awards is to work towards creating an industry benchmark for technology and innovation. The Awards were launched to highlight how technological innovation is helping to enhance best customer outcome. This partnership will provide a tremendous platform to raise awareness of the significant work that is being done in the sector. Partnering with the CSA and an award-winning conference is a next logical step for the Awards."

Learn more & submit your entry

Testimonials

“The Conference was very well crafted with some excellent streams and content. The venue was an inspired choice and all those I spoke to on the day and evening had nothing but praise for the same”

- Amir Ali, Civil Court Users Association

“I enjoyed the whole day enormously and, thanks to your expert briefing, know more about the credit industry than I could have imagined. It was a real eye-opener. I suspect that I’m not alone in having had a somewhat cock-eyed view of what your industry is all about.”

- John Humphrys, Journalist and Broadcaster

The customer experience presentations were of great value and fitted the theme of the mornings debate very well, I have brought back a lot from it.

- Rebecca Davies, CCI Legal