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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


Sign Up for Updates



The UK Credit & Collections Conference (UKCCC) offers delegates the opportunity to tailor their conference experience to suit their business needs through a range of dedicated sector-specific breakout streams. In addition to plenary sessions, delegates can choose to attend presentations and workshops across five streams covering different areas of the industry.

Download 2017 programme



Breakout streams for 2017:

The Technology & Innovation stream returns and examines the role of apps and social media within the industry. How are we embracing digital debt collection and what technology will get us the best customer engagement? 

The Professional Development stream is aimed at ensuring staff are equipped to do their job and have the support required to carry out their roles effectively and responsibly.

The General Data Protection Regulation (GDPR) stream will feature workshops focusing on the key processes businesses will need to be looking at ahead of the enforcement date of May 2018, including breach notifications, PIA, fair processing notices, subject access requests and encryption.

The Compliance stream will address ongoing relevant topics and best practice within the industry. Cyber threats will be a hot topic in this stream along with remediation and common misunderstandings.

The New Regulations stream will take a look at debt collection in the Open Water Market, the Payment Services Directive 2 and the UK Regulators Network and the CSA Code of Practice.

Further programme details and speakers will be released shortly.

To receive updates about the event subscribe to our mail list: Subscribe





Event host:

Simon Jack


Philip Salter (Director of Retail Lending Supervision, FCA)


Jo Pedder (Head of Policy and Engagement, Information Commissioners Office, ICO)


Joanna Causon (CEO of Institute of Customer Service)


Rowaa Mahmoud (Principal, Strategy and Policy, Ofwat)


Matt Alder (Head of Payment Systems and Services | Banking and Credit Team | Financial Services | HM Treasury)


Suzanna Walker (Compliance Consultant)


Frank Brown (Managing Consultant, Bovill)


Katie Evans (Head of Research and Policy, Money and Mental Health Policy Institute)


Steve Preston (Principal Consultant, Preston Consultancy Group)


Ashley Winton (Partner, Paul Hastings (Europe) LLP)


Mitch Armstrong (Telrock Solutions)


Leigh Berkley (CSA Board Director and Vice President FENCA)


Chris Fitch (Money Advice Service)


Andy Langford (COO Cruse Bereavement Care)


Christine Andrews (Managing Director, DQM GRC)


Mike Thompson (Head of Early Careers at Barclays and Chair of the Institite for Apprenticeships' Legal, Finance and Accounting panel) 


Deborah Cooper (Group Organisational Development Director, Marstons)


Peter Pledger (CEO, National Skills Academy for Financial Services (NSAFS))


Shakya Kumara (Brief Mindfulness)


Gareth McNab (Nationwide)


Bob Winnington (CEO, Money Advice Liason Group (MALG))


Dr Roger Miles


Sandy Bryson (Investors in Customers)


Professor Damian Hughes 


Further speakers and biographies coming soon.



Event supporter


UKCCC 2017 Programme

Download 2017 programme


Specialist breakout streams from 2017:


“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