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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Book Now

To book your place at the UKCCC 2017 please use the booking forms below. If you would like to learn more about the event or how to get involved via one of our sponsorship or exhibiting opportunities please contact us.

Receive 20% off a Network Evening or Gala Dinner & Awards ticket when you book a Conference Day ticket before 17.00 on Friday 25 August 2017. 

Complete a booking form and discounts will be applied by CSA when processed.

Booking forms

Standard booking form


SME/not-for-profit booking form


UKCCC Golf Tournament



Network Evening and Gala Dinner tickets include one night B&B (double for single occupancy). For double occupancy enquiries please contact the CSA.

The CSA have negotiated a preferential rate with the hotel for B&B packages. We encourage delegates to book a bedroom through the CSA where we will take full responsiblity for the handling of your bedroom booking and you will also receive the most competitive rates. Tickets for the Network evening and Gala Dinner are highly incentivised when bought as a package with a bedroom.

Yes, a coach will be available to transport golfers from the Hilton London Wembley on the morning of Wednesday 13 September. The coach will also return to the hotel following the golf tournament.

07.00: Transportation leaves Hilton London Wembley

08.00: Registration, breakfast and refreshments at Moor Park Golf Course

09.30: Tee-off

16.00: Transportation back to Hilton London Wembley


The Network Dinner is on Wednesday 13 September and it starts at 8pm. The Gala Dinner and awards ceremony black tie dinner is on Thursday 14 September and it starts at 20.00. There will be a champagne reception prior to the Gala Dinner from 19.00 in the Sky Bar at Hilton London Wembley - you must have a ticket for the gala dinner to attend this.

Check in is 15.00, check out is 12.00 noon.

Refer to the map on this page or visit the hotel's website for full directions.

There is a car parking facility, Gold Car Park, located adjacent to the hotel. The reduced price rate for hotel residents is £15.00 for 24 hours continuous parking and tickets can be validated at the hotel's reception. Should the car park be full, there are other facilities in the area.

Yes, Wi-Fi is free throughout the conference.


“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