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+44 (0) 191 217 0775

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+44 (0) 20 7330 8810

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+44 (0) 191 236 2709

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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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Driving innovation in debt collection by changing the way you think 

31 August 2017


Professor Damian Hughes, international speaker, author, sports psychology consultant and Professor of Organisational Psychology and Change, will be delivering a follow-up to his talk at the Credit Services Association’s UK Credit & Collections Conference in 2016 at this year’s conference in September 2017. Book your place here:    




What can the debt collection sector learn from the world of sport? As I demonstrated at last year’s UK Credit & Collections Conference; perhaps more than you would think. At this year’s event, I’ll be taking things one step further to help delegates understand how to change the way they think to drive innovation in a sector that is rapidly evolving.

When was the last time you sat for an hour of pure, unadulterated thinking? If you’re like most people, it’s been a while. Is this simply a function of our high-speed era? Perhaps not. The absurdly talented George Bernard Shaw – a world-class writer and a founder of the London School of Economics – noted this thought deficit many years ago. “Few people think more than two or three times a year,” Shaw reportedly said. “I have made an international reputation for myself by thinking once or twice a week.”

As part of my session I will identify three common trapdoors that we need to be aware of falling through.


Double loop learning

Listening is to hearing what seeing is to looking. Our brain’s persistent and hard-wired preoccupation for taking short cuts means we get simple things wrong quite often and most likely in a busy working environment

Also, think about the last time you were genuinely surprised.

Most people possess a model of the world, a script for how things should be. What stops innovation is the lack of willingness to double back and revisit our scripts and determine whether they are helpful or not.


The Knowledge Trap

Let’s say that you are excellent at a given thing, a true master of your domain. Does this mean you are also more likely to excel in a different domain?

Business managers believe that when they have clicked through a PowerPoint presentation showcasing their conclusions, they’ve successfully communicated their ideas. All they’ve really done is share data. If they’re good speakers, they may have created an enhanced sense, amongst colleagues and peers, that they are decisive or motivational. But the surprise comes when they realise that nothing they’ve said has had a lasting impact. They’ve shared data but they haven’t created ideas that are useful and lasting. Nothing stuck.



Given the obvious importance of courage to successful coaches, it is amazing to note how little coverage it receives. There are loads of books about risk avoidance and management and very little about the positive nature of courage. Whilst courage is no guarantee of success, it is obvious that to take action without displaying some sort of bravery is an effective way of preventing success.

What is courage? My own favourite definition of the word is the original meaning of it, which is ‘to speak your own mind with all your heart’.

It was the Stone Roses singer Ian Brown who once said that “it doesn’t matter where you’re from, it’s where you’re at.” Changing your thinking is something we can all do.

Book now



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