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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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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, 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

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UKCCC 2016

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