General Enquiries

+44 (0) 191 217 0775

Media Enquiries Gravity London

+44 (0) 20 7330 8810

Fax Us

+44 (0) 191 236 2709

Write to us

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, 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

 

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

 

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2017 speakers

Event host:

Simon Jack

Simon Jack was appointed the new BBC Business Editor in February 2016. Previously the Business and Economics Presenter on BBC Radio 4’s flagship Today Programme, Simon is a financial journalist and broadcaster and has also presented

business news on BBC Breakfast, as well as the One O’Clock, Six O’Clock and Ten O’Clock News. During the banking crisis in September 2006, he covered the Federal takeover of Fannie Mae and Freddie Mac, the Bankruptcy of Lehman Brothers, the bailout of AIG and the Lloyds TSB takeover of HBOS. Prior to entering the world of news-casting, Simon spent ten years in commercial and investment banking in London, New York and Bermuda. He has a degree in Politics Philosophy and Economics from Oxford University. 

Simon filmed a special edition of Panorama, in which he investigated the circumstances surrounding his father’s death in order to explore why more middle-aged men kill themselves than any other group. The programme aired on BBC One in April 2015.

 

Jo Pedder

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

Jo Pedder is Head of the ICO’s Policy and Engagement department. In her current role she is responsible for overseeing policy lines, advice and guidance related to data protection and freedom of information legislation. Jo is also responsible for the ICO’s engagement teams that focus on strategic stakeholders in the private sector and public services. Prior to taking on her current role Jo has worked in a number of policy and operational roles for the ICO since 2004. Before joining the ICO Jo worked at the Charity Commission dealing with large charities.

 

Philip Salter

Director of Retail Lending, Supervision - Retail & Authorisation Division, FCA 

Philip Salter’s career in financial services regulation spans 20 years. He is currently the Director for Retail Lending and is responsible for the FCA’s supervision of both unsecured and secured credit.

Philip’s experience covers the regulator’s two firm-facing functions – Authorisation and Supervision – and also Internal Audit. In the build up to the FCA becoming responsible for regulating more than 50,000 consumer credit firms Philip took a lead role in designing, and subsequently running the FCA’s supervision of consumer credit. Prior to this Philip has worked with firms in the life insurance, retail intermediaries, and banking sectors.

Philip’s time in regulation has the Life Assurance and Unit Trust Regulatory Organisation (LAUTRO), then Personal Investment Authority (PIA), Financial Services Authority (FSA) and now the Financial Conduct Authority (FCA).

Prior to his time within regulation Philip worked at a large UK insurer.

 

Jo Causon

CEO of Institute of Customer Service

 

Suzanna Walker

Compliance Consultant

Suzanna specialises in consumer credit regulation, data protection and quality assurance frameworks, having worked in compliance for over 20 years for a variety of high profile firms. She has a no-nonsense, pragmatic approach to regulation having successfully assisted several firms gain full Part lV FCA permissions for various activities. 

 

Frank Brown

Managing Consultant, Bovill

Frank Brown is a Managing Consultant at Bovill, with a particular focus on motor finance, and the wider consumer credit sector. In recent years he has been extensively involved in supporting Consumer Credit firms through the FCA authorisation process – developing their Regulatory Business Plans, Control Frameworks, and polices, as they transitioned to the principles-based regulation of the FCA. For firms who have already been authorised, Frank has worked on a wide range of engagements, supporting clients in the identification, quantification and mitigation of risk. Prior to consultancy, Frank worked in industry, for a range of motor finance and lending firms.

 

Adrian Dally

FLA

Adrian studied Linguistics and Philosophy at the University of Essex. After graduating in 1988, he held a number of key civil service and diplomatic roles, including the UK’s Agriculture and Food Attaché in Brussels and policy lead at the Ministry of Agriculture, Fisheries and Food during the BSE crisis. He was Head of Policy at the Financial Ombudsman Service before joining the Finance & Leasing Association as Head of Motor Finance in February 2015. Adrian is chair of the Governing Body of St John Payne Catholic School, a successful secondary school in Chelmsford, and his personal interests include ornithology, history and travel.

 

Ashley Winton

Partner, Paul Hastings (Europe) LLP

 

Mitch Armstrong

Telrock Solutions

 

Freddy Kelly

Credit Kudos

Freddy is the founder and CEO of Credit Kudos, a challenger credit bureau developing a Financial Behaviour Score for use in consumer lending. Prior to founding Credit Kudos, Freddy spent the first years of his working life in Silicon Valley. After his time at cloud infrastructure startup, Bitnami, Freddy joined the transaction analytics platform, TXN as their first engineer. At TXN, Freddy was responsible for building models to better understand consumer behaviour through credit/debit transaction data.

Freddy has been a regular contributor to the development of the UK’s Open Banking Standard - the initiative that will enable consumers programmatic access to their financial information.

 

Inigo Santamaria

IMSolutions

Inigo Santamaria, a Director at IMSolutions, is an expert in credit risk, fraud prevention and collections, as well as investment processes on NPL portfolios. He has led important debt recovery processes, digitalisation projects and managed customer retention and loyalty strategies within debt recovery context.

Before working for IMSolutions he was responsible for Collections at Vodafone Spain, Operations Director at Link Financial and Vice-President, Head of Loss Prevention Spain at Bank of America. Other than Spain, he has developed his career in the risk and collections areas in the US and UK markets. Inigo is an Associate Professor, lecturing on Financial and Actuarial Risk Management and Corporate Economy subjects, at Carlos III University at Madrid.

 

Katie Evans

Head of Research and Policy, Money and Mental Health Policy Institute

 

Chris Fitch 

Vulnerability Lead (Consultant) (Money Advice Trust)

 

Andy Langford

Suicide prevention trainer

Andy Langford is the Chief Operating Officer for Cruse Bereavement Care – the UK’s largest charity working with people who have experienced bereavement. Cruse works with over 100,000 people each year, and has a vision of “being somewhere to turn when someone dies”. Cruse provides various types of support for bereaved people, including helpline, telephone and email support, 1-1 face to face support, and group support.

Andy has been working in the voluntary and health sectors for over 20 years. This has included roles in homelessness (with large organisations such as Thames Reach and DePaul Trust), as a Director for services in London, and also management roles in hostels, supported housing and community support services. He is also a specialist trainer in suicide and suicide risk management.

 

Shakya Kumara 

Brief Mindfulness

Shakya Kumara is a leadership trainer and executive coach. He specialises in helping busy leaders deal with extreme pressure, so they can sustain peak performance for themselves and their organisation, while still living a happy, healthy and satisfying life. 

Shakya is the founder of Brief Mindfulness, drawing on his 20 years of experience implementing Mindfulness in the workplace. He is an accredited Mindfulness Trainer, having trained at Mindfulness Academy and Bangor University. 

 

Mike Thompson 

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

 

Peter Pledger

CEO, National Skills Academy for Financial Services (NSAFS)

 

Deborah Cooper

Group Organisational Development Director, Marstons

 

Christine Andrews

Managing Director, DQM GRC

 

Leigh Berkley

CSA Board Director and Vice President FENCA

 

Dr Roger Miles

 

Craig Neilson

Maclay Murray & Spens

 

Rowaa Mahmoud

Ofwat

 

Michael Hainge

Hammersmith & Fulham Council

 

Matt Alder

HM Treasury

 

Prof Damian Hughes 

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. 

He has worked as a change management consultant and sports psychologist for Sale Sharks, West Bromwich Albion, France Rugby League and Warrington Wolves, England and GB Rugby League team. 

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. 

Testimonials

“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