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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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Open Banking: Disruption or opportunity? How far will automation go? 

1 September 2017


Mitch Armstrong is Director of Sales & Marketing at Telrock Systems, a global technology provider of solutions for digital customer engagement throughout the credit lifecycle. Along with Ashely Winton of international law firm Paul Hastings, and Freddy Kelly of alternative credit scoring provider Credit Kudos, he will be delivering a session at the CSA’s UK Credit & Collections Conference in September 2017 on open banking. Book your place here: You can visit Telrock and Credit Kudos’ stands (numbers S11 and B5 respectively) at the conference’s exhibition to find out more about their solutions.




Since industrialisation, there has been a fear of ‘automation’ replacing ‘real jobs’ and human interaction. But in 2017, the banking sector can no longer afford to put off the inevitable and there is now widespread recognition that fintech solutions are a huge opportunity, rather than a threat, when it comes to customer engagement.


Creating a more ‘people-centric’ financial system

Rather than technology ‘replacing’ people and human interaction, in the case of Open Banking, it is all about people. The Competition and Markets Authority (CMA) found that older, larger banks aren’t having to compete hard enough, meaning that customers are paying more than they should for banking services. Open Banking is designed to open up the market and enable newer banks to grow and offer customers newer, more competitive services. It will enable the secure sharing of customer data so that customers can more easily compare products based on their own requirements and manage their accounts without relying on a specific bank. Despite the fact that it is underpinned by technical APIs and digital technologies, it will actually create a more ‘people centric’ system that is about individuals rather than just financial products.


Communication is still king

Financial services, and particularly collections, has always been about communicating with customers. And this hasn’t and won’t change. It will just mean that customers are in control of the communication.

Core to Telrock’s digital engagement products is a ‘communications engine’ that enables more effective communication and interaction across a wide range of channels. We started out with SMS 10 years ago and we have kept up with how consumers are communicating and engaging across a wider and wider range of platforms. In the fintech sector, we like to think that we are the innovators and ‘disruptors’ but much of what we do is trying to meet the needs of the way consumers now live and communicate.


You can’t automate customers

No matter how far automation goes, there will always be a human element to customer engagement. For example, when it comes to monitoring, we view it as both a software application (a tool) and a process. The people operating within the processes are just as critical as the software tools. Having an alert advising someone of an issue on their account, or an alert advising a software provider that something is broken, without people and processes in place to react and properly manage the issue, is worthless. However, eyes on screens will let you down eventually and some level of automation is necessary to fix problems that could be over-looked.

One thing is for sure. Things are changing and if they are going to change for the better in terms of customer outcomes, we must come up with solutions that put the customer first. I’m looking forward to discussing the topic at UKCCC and sharing some insights into what the future holds.

Book now



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