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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Credit & Collections Technology Awards 2019


The third annual Awards are now open for entries. Click on the entry tab to view this years categories. More details with regards to the 2019 event will follow soon.

Enter here


2018 winners


Credit categories:

  • Anti-Fraud solution (sponsored by Cifas): GBG
  • Credit Reference & Information solution: TotallyMoney
  • Credit Risk Solution: LendingMetrics
  • Credit Underwriting solution: Zoot
  • Finance Lending solution: Divido


Collections categories:

  • Collections & Recoveries solution: Webio
  • Contact Centre solution: Lightico
  • Data & Analytics solution: Zoot
  • Legal Software solution: CreditForce
  • Payment solution: Acquired


Credit & Collections categories:

  • Affordability Assessment solution: Bean
  • Compliance & Regulatory Technology solution: SmartSearch
  • Customer Engagement solution: Webio
  • Vulnerable Customer Identification & Screening solution: elanev


Innovation Leaders categories:

  • Technology Innovator Person of the Year: Dan Hancocks – CoCredo
  • Technology Team of the Year: Jaywing
  • Innovation in Credit: CreditLadder
  • Innovation in Collections & Recoveries: Paylink Solutions and Lloyds Banking Group Financial Wellbeing


Collector Accreditation Initiative (CAI) Award - more than 100 collectors

  1. Link Financial Outsourcing
  2. Intrum
  3. akinika


Collector Accreditation Initiative (CAI) Award - fewer than 100 collectors

  1. Credit Resource Solutions
  2. Act Credit Management
  3. Quinn's






“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