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Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Newcastle Upon Tyne
Making a complaint
We work hard to ensure our Members act within the rules set by the industry regulators.
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, firstname.lastname@example.org.
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
2 Esh Plaza
Sir Bobby Robson Way
Why the CSA need a signed copy of your complaint
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Introducing Nathalie Nahai
International speaker and author
Nathalie Nahai is an international speaker and author of the best-selling book, Webs of Influence: The Psychology of Online Persuasion (Pearson).
One of the foremost experts in web psychology, Nathalie helps businesses apply scientific rigour to their website design, content marketing and products. She has worked with Fortune 500 companies, design agencies and SMEs, including Google, eBay, Unilever and Harvard Business Review, to name a few.
Nathalie lectures internationally on the digital application of behavioural sciences, has hosted Guardian podcasts, and contributes to national publications, TV and radio on the subject of online behaviour.
Head of Retail Finance & Debt Supervision (FCA)
Jonathan Phelan is part of the FCA's senior leadership team. A solicitor by background, Jonathan leads a department at the FCA that is responsible for the supervision of consumer credit firms. Prior to this, Jonathan led the FCA's Consumer Insight function as well as leading departments within the regulator's Enforcement Division.
Liz Barclay is a Radio and TV Broadcaster and Producer; writer and author. She is a consumer champion who is Chair of the Money Advice Liaison Group, non-executive Director of the Lending Standards Board, a member of the Fundraising Regulator Standards Board, The Equity Release Council Standards Board and the Ofgem Consumer Progress Panel. She is an Ambassador for the Money Advice Trust and IPSE the organisation for freelancers and the self-employed.
Director of Debt, Money Advice Service
Caroline Siarkiewicz is Head of UK Debt Advice at the Money Advice Service and a member of the Executive Leadership Team; she joined the Service in 2012 and with her team manages over £47m of grant funding to deliver debt advice across the UK. The teams varied and extensive work streams help to ensure that organisations can continuously improve the quality, consistency and availability of free debt advice.
Head of Advice Sector Policy and Partnerships, PayPlan
PayPlan is one of the UK’s largest free debt advice providers. Regulated by the FCA and recommended by the Money Advice Service, PayPlan help over 2,000 people a week take back control of their finances. Alistair Chisholm is currently Head of Advice Sector Policy and Partnerships at PayPlan, working to improve policies and practices that affect people in financial difficulty. He also works closely in developing our partnerships with other organisations in the free debt advice sector.
Steven has worked in government debt management for nearly two decades and began as a VAT debt collector on the phone for HM Customs & Excise, before moving into management. Steven moved on to DM transformation projects for several years, before taking up a role managing HMRC's direct contracts with Debt Collection Agencies.
Steven migrated most of these across into the Debt Market Integrator programme and then became the Cabinet Office's DMI Programme Lead. In reality, Steven spends much of my time engaging with strategic stakeholders across government, the private sector and the third sector and passionately believes that government should be a shining beacon of operational excellence when it comes to FCA guidelines on affordability, treating customers fairly and vulnerability.
Following a career in lending and collections spanning more than 20 years, Peter was elected to the CSA Board in 2009 as a non-executive Director and in 2010 became its full-time employed CEO. He was non-executive director and Vice-President of FENCA between 2013 and 2016. He is also a Trustee of NOCN, a charitable Awarding Organisation and is an observer on the Lending Standards Board.
As CEO of the Credit Services Association (CSA) – the only UK trade body for the debt collection sector – Peter is responsible for helping to build confidence in the debt collection process amongst customers (the public) and stakeholders, including Government officials, ministers and regulators, as well as the day to day running of the organisation.
Chief Legal and Compliance Officer, ShieldPay
Willem Wellinghoff is the Chief Legal and Compliance Officer for ShieldPay Limited responsible for the governance, compliance, risk and legal affairs and strategic expansion. Prior to this, Willem was VP Compliance for LendInvest, a FinTech marketplace for real estate investors and borrowers and Group Head of Legal and Regulatory Affairs for Cabot Credit Management, one of UK’s largest debt purchaser and credit servicer. Willem has over 15 years of corporate and financial services legal and compliance experience and acts as mentor to a range of FinTechs and one of the global largest FinTech accelerators and is a regular industry speaker and contributor on matters of innovation in financial services compliance.
Olly is Co-Founder and CEO of OpenWrks, an award winning fintech company dedicated to making Open Banking work to improve people’s everyday lives. The OpenWrks toolkit makes it easy for customers to share their financial information securely with businesses they trust, so those businesses can deliver better, faster and more personalised products to their customers.
Olly is a regular speaker at industry events on the subject of borrower focused credit decisions and the use of open banking technologies.
An engineer at heart; prior to founding OpenWrks Olly spent his time building technology platforms to enable creditors to support their customers with debt repayments, building global businesses as a member of the leadership team at TDX Group and Lowell Group.
Open Banking Initiative
Jamal Elmellas is founding partner of Auriga Consulting, the cyber security company. As Chief Technology Officer, he oversees the technological direction of the organisation. Jamal has advised upon a number of high profile transformational, cyber security projects as well as the development of secure, effective and compliant systems on behalf of large, sensitive, public sector organisations. In the private sector, he was also pivotal in transforming insecure, ineffective ICT solutions for large blue-chip organisations. In addition to his familiarity with compliance standards and transformational security architecture and solutions, Jamal also specialises in the transition of traditional based infrastructures into data-centric, virtualised environments.
Toby is a Managing Associate in Addleshaw Goddard's Financial Regulation team. He specialises in consumer credit and mortgage regulation, as well as associated consumer protection legislation. He has extensive expertise in financial services transactions, including running a high street bank's regular debt sale process for the last five years and advising on a significant number of retail debt secured and unsecured portfolio transactions (mortgages, loans and credit cards). He has lead on all of the firm's FLS and DWF Bank of England prepositioning work for residential assets.
Charley is the General Counsel of Cabot Credit Management and has spent nearly 20 years advising companies in financial services. She qualified at Clifford Chance and went on to advise organisations in the insurance and banking sector on regulatory, corporate and commercial matters. Since joining Cabot she has led on its brand conversion project, its FCA authorisation project, it's ABS acquisition, advised on the acquisition of dlc and joined the CSA board in February 2015.
Leigh is former President of the CSA and Director of External Affairs & Development at Arrow Global.
At the CSA, he was previously Chair of the Debt Buyers and Sellers Group (DBSG), Treasurer and Vice President. Leigh is also Vice President of FENCA, a Director of MALG and Australian debt buyer Collection House, and a Trustee of the Fair Life charity.
Leigh takes an active part in the industry's lobbying and Public Affairs, including campaigning on the EU Data Protection Regulation. As a result of consistent engagement with Government, regulators and the debt advice sector, Leigh has played a leading role in promoting best practice, self-regulation and international co-operation in credit.
Head of Cross-Sectorial & Funds Policy (FCA)
Rich Fox (formerly Johnson) joined the then FSA in 2007 at the start of the financial crisis. Since then he has held a wide range of roles including being seconded to HM Treasury Ministerial office during the 2010 General Election, managing the Chief Executive's office of the FCA and more recently leading on the development of the FCA's policy for the Senior Managers and Certification Regimes for banks. Rich is currently the Head of Department for the FCA's policy covering Governance, Asset Management, Financial Stability and Prudential. He has been involved since the beginning of the FCA developing Guidance on the use of cloud computing.
Katharine focuses on contentious financial markets and regulatory work. She previously spent over four years as an FCA lawyer including working in its Enforcement division. Through her experience with the FCA, Katharine has a detailed understanding of regulatory processes and policy-making enabling her to advise clients on a broad range of contentious and non-contentious regulatory and strategic issues, most recently the implementation in banks of the Senior Managers Regime and regulatory references.
Katharine's clients include both public organizations and regulated firms. Work is often confidential, focusing on achieving a successful outcome on complicated and sensitive matters.
Katharine has spoken at several industry and round table events on the extension of the SMCR to all FCA authorised firms and co-chairs TISA's SMCR working group. She also contributes to industry publications including Complinet, Compliance Monitor and the British Insurance Law Association Journal. She has written articles on topics such as regulation of benchmark rates, the FCA's product banning power and FCA expectations of senior management.
Partner (Winckworth Sherwood Solicitors)
Toni is a partner and head of the Regulation, Data & Information department at Winckworth Sherwood. He joined from Addleshaw Goddard.
Toni has assisted clients on a wide range of privacy and cyber security issues, including regulatory and compliance investigations, profiling, data monetisation and data breaches.
Director, Capita Channels
Bart Leonard has over 20 years’ experience in technology services in the US and EMEA with international organisations such as IBM, KPMG, Pitney Bowes, and Capita. More recently Bart has focused his career on emerging technologies such as on-demand mobility, mobile payment applications and artificial intelligence and is currently at Pay360 by Capita leading their largest accounts. Previously, Bart held senior leadership positions including being a member of the UK Executive Committee in his time at Pitney Bowes. Bart holds a Bachelor of Science degree from North Carolina State University and a Master’s in Business Administration from Edinburgh University.
Director of Operations, Castle Trust
Stuart has an extensive 20-year career history in banking and credit operations. Most recently he was Group Customer Operations Director at MYJAR from 2013 to 2017, during which time he founded and served as a director of online collections agency Secure Recoveries Limited. Previously, he held the role of Director - Operations EMEA at Auriemma, undertaking global consumer credit and operations consultancy work, and was Head of Collections and Financial Difficulties at ICICI Bank from 2007 to 2011.
Collections Director, Intrum
Gavin has worked in the debt collection industry for 14 years beginning his career at Legal and Trade where he held collection and managerial roles. He joined Intrum in April 2002 to support the business in implementing a new Collection team. During the last 11 years, Gavin has been a key stakeholder within the collection function progressing from Collection Manager through to Senior Management. In 2013 Gavin was appointed Collections Director. He is responsible for management of end to end Collection practices including Collection Strategy, In-house Collections, Defended Legal, Deceased and External Teams.
Partnerships Director, PayPlan
PayPlan is one of the UK’s largest free debt advice providers. Regulated by the FCA and recommended by the Money Advice Service PayPlan help over 2000 people a week take back control of their finances. In his role as Partnerships Director at PayPlan Peter works with creditors and their service providers to develop tailored debt advice strategies deliver tangible improvements in engagement, outcomes, efficiency and collections performance.
Director and Co-Founder, elanev
Steven Preston has experience from working the collections and recoveries industries, having worked in the industry, consulted as a data vendor and being an advisor to the industry.
Steven is the Owner of elanev an automating real-time cloud-based scoring to the ARM / financial industries. Steven was Awarded top 200 most influential collections professionals from Collections Technology Advisor magazine (US). Steven is also Credit Services Association (UK collections industry association) technical advisor on Technology, analytics and technology change
Steven has a belief that we are working within a technological revolution, businesses need to adapt and embrace some of this technology if they are to remain competitive
With more 30 years’ experience in the banking and software industries, Marcus helps corporates and banks to develop strategic initiatives for streamlining payments & cash management and maximizing the benefits of SWIFT and financial supply chain automation. He has held senior positions with RBS and Banco Santander. A thought leader on working capital optimisation, Marcus has presented at numerous industry events and authored many articles. Marcus has a BA and MA from Cambridge University.
Marcus is an expert on banking, the future of payments, cash & liquidity management, payment factories, real time payments, treasury, SWIFT, supply chain finance, blockchain, fintech and Open Banking / PSD2.
International Compliance Association (ICA)
David completed a humanities degree at the University of Wolverhampton achieving a first class award in English with History, followed by an MPhil in European Modernisms and then a PhD in English Literature at the University of Birmingham. After some years lecturing at institutions in the West Midlands he took a new career path working for Ofqual (the UK regulator of qualifications). David has worked for the International Compliance Association (ICA) from January 2011. Since joining, he has successfully completed his chartership with the Chartered Institute of Educational Assessors (CIEA), a Diploma in Compliance and has qualified as an ISO 9001:2015 Lead Auditor. David provides strategic insights and horizon scanning in academic, educational and assessment areas, successfully leading ICA through participation in trailblazer development that has ultimately led to the Association becoming an EPAO.
John joined Lowell in May 2018 bringing over 18 years of credit management, operations and risk experience to his role as UK Managing Director. John’s career spans across global financial firms, including Bank of America, MBNA Europe Bank Ltd and most recently as Credit Risk and Operations Director at Shop Direct. John has a BA (Hons) in Geography from Liverpool University.
Commercial Director, Consents Online Ltd
Emma has spent the last 15 years of her career working in senior executive positions within the alternative lending sector. As Marketing Director at MEM Consumer Finance, she oversaw product growth ahead of its sale to Dollar Financial at which point she was appointed Managing Director of Sales and Marketing. In 2016 Emma was appointed as Marketing Director of SafetyNet Credit before moving to AccountScore as Commercial Director. Under Emma’s leadership AccountScore has been able to achieve a new level of innovation and execution of our goals. Taking advantage of her experience obtained in the last 15 years the business continues to drive forward in the successful development of additional products to offer the market including our market leading Open Banking as a Service solution- consents.online.
Neville Cotton is a Director within Deloitte’s Risk Advisory Practice having recently joined from a leading International Law Firm.
He specialises in regulatory conduct risk in retail financial services firms and has over 19 years' experience financial services experience, having worked for major retail groups firms and within consultancy. Neville has worked across the consumer credit, banking, life & pensions and asset management sectors, leading major projects in conduct risk, operational risk management, governance, compliance transformation and delivering regulatory change. Neville has led a number of SM&CR engagements across Banks and Major Consumer Credit firms.
Steven is a solicitor in England and is the Head of the International Debt Recovery Department of Ward Hadaway. He was educated at Trinity College Oxford and lives in Leeds, England.
He has specialised in international debt recovery for over 20 years and also was a Licensed Insolvency Practitioner for many years.
He acts for export credit insurers and debt collection agencies in Europe, the USA, India, China and the Middle East and handles both B2B and B2C matters.
He is a member of the Commercial Law League of America and on the editorial board of its Journal, a member of the League International for Creditors and the Insolvency Lawyers Association (in the UK).
He has lectured extensively on topics relating to debt collection and insolvency in many countries.
Andreas Bücker holds a PhD from the University of Cambridge (2001) and is Managing Director of Politicomm, specializing in political communication with EU institutions, and in developing and implementing EU-funded projects for companies and federations. From 2001 to 2006 Andreas was Head of Sales and Marketing at Spiral Software Ltd (UK), managing the client relations with major oil companies worldwide. After a one year sabbatical as Senior Research Fellow at the University of Copenhagen in 2007, Andreas was responsible for politics and communications at the German Association for Executives in the Chemical Industry (VAA) before founding Politicomm in 2010. He has successfully implemented EU projects on cross-border claims management, data protection, and demographic change, among others. Lobbying efforts include the successful political communication to European Commission and European Parliament with regard to the General Data Protection Regulation. Andreas is Director General of FENCA (Federation of European National Collection Associations), CEO of DIA (German Academy for Credit Management), and Director General of the EAA (European AVM Alliance).
“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”
“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.”
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.