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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Top

2018 speakers

More speakers and full biographies to be released soon.

 

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.

 

Richard Fox

Head of Cross-Sectorial & Funds Policy (FCA)

 

Katharine Harle

(Dentons)

 

Jonathan Phelan

Head of Retail Finance & Debt Supervision (FCA)

 

Toni Vitale

Partner (Winckworth Sherwood Solicitors)

 

Olly Betts

CEO, OpenWrks

 

Willem Wellinghoff

Chief Legal and Compliance Officer, Shieldpay

 

Liz Barclay

Chair, MALG

 

Stuart Sykes

Director of Operations, Castle Trust

 

Caroline Siarkiewicz

Director of Debt, Money Advice Service

 

Bart Leonard

Director, Capita Channels

 

Steve Preston

Director and Co-Founder, elanev

 

Peter Munro

Partnerships Director, Payplan

 

Gavin Flynn

Collections Director, Intrum

 

 

Leigh Berkley

Director of External Affairs & Development, Arrow

 

Erwin Falkner

President, FENCA

 

Alistair Chisolm

Head of Advice Sector Policy and Partnerships, Payplan

 

Paul Hughes

Open Banking Initiative

 

Emma Steeley

Commercial Director, Consents Online Ltd

 

David Jenkins-Handy

International Compliance Association (ICA)

 

 

Event supporters

 

Olly Betts - CEO, OpenWrks

             Willem Wellinghoff – Chief Legal and Compliance Officer, Shieldpay

             Liz Barclay – Chair, MALG

             Stuart Sykes – Director of Operations, Castle Trust

             Caroline Siarkiewicz – Director of Debt, Money Advice Service

             Bart Leonard – Director, Capita Channels

             Steve Preston – Director and Co-Founder, elanev

             Peter Munro – Partnerships Director, Payplan

             Gavin Flynn – Collections Director, Intrum

             Leigh Berkley – Director of External Affairs & Development, Arrow

             Erwin Falkner – President, FENCA

             Alistair Chisolm – Head of Advice Sector Policy and Partnerships, Payplan

             Paul Hughes – Open Banking Initiative

             Richard Fox – Head of Department, Cross sectoral and funds policy, FCA

 

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