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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 six 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 Markets stream will take a look at debt collection in the open water market, as well as P2P lending and FinTech.

The International Debt Purchase/BPO stream will cover the International Financial Reporting Standard and the ECB’s guidance on non-performing loans.

Further programme details and speakers will be released shortly.

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




Andrew Neil - Host

The ever-popular plenary sessions kicked-started the conference with host and journalist and broadcaster, Andrew Neil. Andrew currently presents three editions of the Daily Politics every week as well as the Sunday Politics and the award-winning This Week every Thursday night. During his career, Andrew has been House of Commons lobby correspondent in London, White House correspondent in Washington DC and Wall Street correspondent in New York – all for The Economist.


Professor Damian Hughes - Keynote speaker

Professor Damian Hughes is the author of six best-selling books, including Liquid Thinking, Liquid Leadership, How to Change Absolutely Anything and How to Think Like Sir Alex Ferguson, as well the founder of the LiquidThinker Company which takes the psychological methods used by great achievers and shows, in easy steps, how you can adopt them into your own life and business.

His innovative and exciting approach has been praised by Sir Richard Branson, Muhammad Ali, Sir Terry Leahy, Sir Roger Bannister, Tiger Woods, Jonny Wilkinson and Sir Alex Ferguson.


Following the success of the Steps session at our Members’ Meeting in February 2016, we decided to create a whole stream at the UK Credit & Collections Conference dedicated to bringing to life the issue of dealing with vulnerable customers so that delegates (including debt collections professionals at all levels, creditors, debt advisers and other stakeholders) can understand first-hand how the theory works (or doesn’t work!) in practice and how we can all work together to move from a compliance culture to something more aspirational that treats every customer as a unique individual. Read more about the session in this blog.


Other speakers included:

  • Polly Ashford - Sector Lead, Mainstream Lending & Debt Recovery
  • Mala Shetty – Ofwat
  • Meghna Tewari – Head of Consumer Vulnerability Strategy, Ofgem
  • Audrey Gallacher, Director of Energy Supply – Energy UK
  • Polly Mackenzie – Director Money and Mental Health Policy Institute (MMHPI)
  • Financial Conduct Authority (FCA)
  • Chris Fitch, University of Bristol and the Money Advice Trust
  • Amanda Hulme, Addleshaw Goddard
  • Rosanna Bryant, Addleshaw Goddard
  • Helen Gill, engage comms
  • Sharon Collard, Professor of Personal Finance Capability, True Potential PUFin
  • Sara Williams, Debt Camel
  • Jo Causon, Insititute of Customer Service
  • Todd Lansky, DBA International
  • Chris Brennan, Addleshaw Goddard
  • Gareth McNab, Nationwide
  • Ben Allott, Director hello soda
  • Jan Stieger, DBA International
  • Richard Thompson, Partner, PwC
  • Helen Barnard, Head of Analysis, Joseph Rowntree Foundation
  • Andrew Rogoyski, Vice President of Cyber Security, CGI
  • Garreth Cameron, ICO

See speaker bios for more information.


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