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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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John is President of the Credit Services Association (CSA) and was appointed Managing Director of Ardent Credit Services Ltd., in June 2017.
With over 38 years of credit management experience (23 of which at Board Level in consumer debt collection) he is experienced in directing significant, large scale operations collecting over £350m per annum.
Prior to his role at Ardent John spent 10 years as Managing Director of iQor in the UK & Canada managing over 1,150 collections staff. Previous Board positions also include Robinson Way & Company Ltd and The Infocheck Group Ltd. He has also held senior positions at Experian, Dun & Bradstreet and Allied International Credit.
John has been a Director of the CSA since 2009, became Vice President in 2014 and was elected as CSA President in February 2017.
John has been a member of the Chartered Institute of Credit Management since 1987 and currently sits on the Institutes Technical Committee.
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.
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.
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.
Prior to his time within regulation Philip worked at a large UK insurer.
CEO of Institute of Customer Service
Jo joined The Institute as its CEO in 2009. Over the past eight years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.
Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. She has extensive experience in the financial services sector having recently been appointed as a non-executive director to Aegon UK’s independent governance committee and having previously spent more than 11 years working for organisations such as Aviva plc. She has also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.
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.
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 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.
Partner, McDermott Will & Emery UK LLP)
Ashley Winton is a partner in the corporate practice at Paul Hastings and is based in the firm’s London office.
Formerly a microelectronics engineer, Mr Winton advises technology and IT companies, global financial institutions, large utility companies, multinational corporations and government and non-government agencies on technology, telecommunications, cyber security, intellectual property and antitrust matters with particular emphasis on European regulatory issues such as electronic money, virtual currencies, encryption, authentication, cyber security and export control, data protection and privacy, technology transfer and e-commerce.
He has particular expertise in relation to the outsourcing of technology and business processes, including the establishment of electronic market places, e-commerce portals and negotiating Mobile Virtual Network Operator arrangements. He also advises companies in the public sector in relation to outsourcing and strategic partnerships.
Mitch is Director of Sales & Marketing, EMEA at Telrock. He has over 20 years of experience in the payments and cards industry. Mitch brings wide experience in all aspects of the industry from consumer, merchant retail through to corporates. Mitch is passionate about the disruption in the market place and the opportunity afforded by digital technologies to revolutionise customer service.
Prior to joining Telrock Mitch held leadership positions with CMGi, Euronet and ACIworldwide where he most recently served as Vice President and Head of Transaction Banking, EMEA. Mitch has delivered solutions to Issuing Banks, Lenders and Processors across the globe.
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, 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.
With over 25 years’ experience, Mark has a wealth of experience in delivering transformational customer engagement solutions. His understanding of the key drivers of successful customer engagement strategies and outcomes based performance has helped businesses maximise the value of their customer communications. With this rich heritage to draw on, Mark has been instrumental in the development of the commercial strategy for Webio.
Prior to joining Webio, Mark was Sales Director at VoiceSage, customer contact specialists. His background includes sales, marketing and general management at Pitney Bowes and managing director of Netcom which rose to become a market leader in its field over just three years.
Head of Research and Policy, Money and Mental Health Policy Institute
Katie is Head of Research and Policy at Money and Mental Health, where she leads a ground-breaking research programme exploring the links between mental health problems and financial difficulty. Katie joined Money and Mental Health from the Social Market Foundation, where she led a programme of work around regulated consumer markets.
An expert on vulnerable consumers and financial wellbeing, Katie's research has been widely discussed across government, regulators and academia, and she has worked closely with both large financial services providers and fintech firms.
Vulnerability Lead (Consultant) (Money Advice Trust)
Chris Fitch leads a programme of award-winning research and intervention work on financial services and vulnerability.
After almost a decade of running this programme from the Royal College of Psychiatrists, Chris moved this work to two new homes in February 2016.
In terms of training, Chris is working with the Money Advice Trust to help develop a number of elearning and face-to-face training programmes on vulnerability. These focus on very practical pieces of learning which are ‘short on the obvious, and long on the practical’ (moneyadvicetrust.org/vulnerability)
In research and intervention terms, Chris is now working with the Personal Finance Research Centre at Bristol University. As part of this, he is leading the first UK study on the experience of frontline debt collection and credit provision staff of working with customers in vulnerable situations. This is funded by the Finance & Leasing Association and The UK Cards Association (http://bit.ly/1TCkqN4)
Most recently, in November 2015, Chris launched the third reprint of the award-winning report "Lending, debt collection and mental health: twelve steps for treating potentially vulnerable customers fairly" (http://bit.ly/1TU25w0), while in June 2016, a new ‘parallel’ report for advice agencies on working with clients vulnerable situations was also produced (http://bit.ly/1WLgxan).
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.
Gareth has worked with people in financial difficulty for more than ten years. He ran the collections department at a building society while setting up and running a debt advice charity and serving as a trustee at a local Citizens Advice Bureau.
Gareth is now Money Advice Liaison Manager at Nationwide Building Society. In his role, he seeks to improve the experience of Nationwide members impacted by financial difficulty - through learning from the experience of debt advice organisations, leading in creditor best practice, and collaborating in industry initiatives. He is especially interested in addressing the links between debt and mental health, with professional and personal experience in both areas.
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.
Head of Early Careers at Barclays and Chair of the Institite for Apprenticeships' Legal, Finance and Accounting panel
Mike has been working in Barclays for over 25 years in a variety of Frontline and Support leadership roles across the business.
His past six years have been in HR where he has built up extensive experience of implementing management and leadership development programmes, employee engagement programmes and managing the development of Barclays Learning and Development Curriculum.
Mike currently manages a number of award winning Early Careers programmes including the Barclays Apprenticeship programme and Barclays Degree Apprenticeship in Leadership and Management. He is also a board member of the Governments Apprenticeship Delivery Board where he has an ambassadorial role promoting apprenticeships across the Financial Services Sector.
The Barclays Apprenticeship programme is recognised as one of the UKs leading programmes having won the BITC Inspiring Young Talent Award in 2015 as well as the prestigious Target Jobs Best Apprenticeship Programme of the year 2015.
CEO, National Skills Academy for Financial Services (NSAFS)
Peter Pledger has been CEO of the NSAFS since January 2016. He has substantial leadership experience in the further education, skills development and business support sectors with over 17 years at Chief Executive/Executive Director level.
Peter served as Chief Executive of South London Business (SLB), a business support organisation, for seven years. He set up one of the first Apprenticeship Training Agencies (ATAs) in England. Prior to that, he was appointed by the Secretary of State as Executive Director to lead London West Learning and Skills Council (LWLSC) and was responsible for the annual planning and funding of post-16 education across six local authority areas. He has served as a non-executive director on a number of company boards, two charities and a University.
Group Organisational Development Director, Marstons
Deborah Cooper joined Marston Holdings (Marston) as Organisational Development Director from the National Crime Agency (formerly SOCA), where she worked as Learning and Development Training Manager. She has previously worked for Her Majesty’s Revenue and Customs in a range of both operational and training and development roles, including overseeing the training of the Counter Narcotics Police of Afghanistan. Deborah leads on the delivery of Marston’s expansion of skills and capabilities, an investment the business values as reflecting and supporting the Group’s five core values of transparency, accountability, respect, professionalism and innovation.
Managing Director, DQM GRC
Christine Andrews is Managing Director of DQM GRC, where she has been working for the past 13 years.
DQM GRC consultancy offers a range of services designed to help companies de-risk their data and avoid being data disasters.
Her team of data management consultants work on a range of assignments from GDPR readiness assessments, Privacy Impact Assessments, identifying vulnerabilities in an organisation’s privacy, data protection and security processes to providing complete solutions to become GDPR compliant.
She is Deputy Chair of the DMA’s Data Council and was actively involved in developing the DMA’s Data Security standard – DataSeal. She is in the DataIQ 100 List.
Principal Data Consultant, DQM GRC
A unique and experienced data professional, Peter co-founded DQM GRC in 1996.
He has a broad range of skill sets – which all clients find invaluable. He has over 20-years hands-on experience in helping leading brands govern and protect their valuable data assets. Peter currently plays a key role in developing all DQM GRC governance products and solutions. This involves him working closely with customers to understand their particular challenges and working with them to overcome them from a technical and practical implementation perspective. He has worked on a huge range of projects for a many blue-chip companies including Royal Mail, BT, Cancer Research, Nuffield Health and many others spanning 20 years.
CSA Board Director and Vice President FENCA
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.
Dr Roger Miles
Dr Roger Miles researches behavioural risk and the impacts of conduct regulation. He counsels Boards on human risk factors and uncertainty, and delivers bespoke risk workshops for leadership groups in government, NGOs and the professions. He teaches risk-related psychology at graduate schools including Cambridge University and the UK Defence Academy.
Roger Miles also co-edits the LSE's annual Behavioural Economics Guide and publishes best practice guidance notes through professional bodies including British Bankers' Association (BBA), the Association of British Insurers (ABI), Global Association of Risk Professionals (GARP) and the Institute of Operational Risk (IOR).
Maclay Murray & Spens
Craig is a Partner in Maclay Murray & Spens’ Dispute Resolution team whose practice focusses on advising clients in the financial services sector on a range of contentious matters including regulatory issues, complaints to statutory Ombudsmen such as the Financial Ombudsman Service, and High Court litigation. He also advises firms and their senior management on proactive, preventative steps that can be taken to protect against future disputes and the costs that can be associated with them.
Examples of recent work include:
- Advising clients on obligations under the Senior Managers and Certification Regime;
- Acting for a financial services firm subject to a dawn raid by HMRC in respect of alleged offences under the Money Laundering Regulations;
- Successfully representing a financial services firm in a complex jurisdictional issue arising from a complaint to the Financial Ombudsman Service, and providing advice to clients relating to judicial review of Ombudsman decisions; and
- Providing tailored regulatory training to firms’ senior management.
Money Advice Service
Kevin is responsible for managing and developing Money Advice Service(MAS) relationships with creditors which includes Financial Services, but also Utilities, Local and Central government.
He has experience of both the banking and utilities industries and specialises in debt management operations, project management and strategic relationships with the debt advice sector.
Kevin is the author of the recent MAS publication “Working collaboratively with debt advice agencies – a strategic toolkit for creditors” and is the former editor of the on-line publication, UKAR Arena.
He is a current Trustee/Director of Citizens Advice Gateshead.
With over 20 years’ experience in financial services, Lee is now responsible for the design and delivery of Computershare Loan Services Debt Advice Strategy in his role as Debt Advice Manager.
Lee has held a number of previous roles in Collections, Sales, Marketing and Key Account Management before moving over to Debt Advice Strategy.
Lee is also an ambassador for Money Advice Scotland and Co-Chair of MALG North East and Yorkshire.
Hammersmith & Fulham Council
Michael is Commercial Director for the London Borough of Hammersmith and Fulham. He is also Managing Director of the council’s trading company and Chairman of their joint venture company providing ethical debt collection and business intelligence services.
Previously, Michael has worked for the Office of Fair Trading, a number of other London Boroughs, a county unitary and many of the big outsourcing companies including Amey, Serco and Capita.
His professional background is in Trading Standards (although he studied Drama at university). He is a member of the Chartered Trading Standards Institute and the International Association for Contract and Commercial Management.
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.
“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.