You are here:  Welcome  /  I Have a Complaint
Search the CSA Consumers
CSA Consumers

Consumers News.
26/05/2010
Statement

CSA Member Gresham Financial Services Limited have...


24/02/2010
CSA AND ICO COMBINE TO LAUNCH NEW GUIDE TO TRACE

Guide helps promote industry and protect consumers...


Consumer News Archive.
CSA & DBSG

I Have a Complaint

If you have an issue with a debt collection company you should do the following:

1) Read our Frequently Asked Questions 
2) Check that the company is a member of the CSA
3) Read the information below about making a complaint

MAKING A COMPLAINT

First of all you should read our Code of Practice; you can download the code by clicking on the icon below or by visiting the Code of Practice page. If you consider a member has broken this code you can make a complaint by clicking on the Complaint form icon and submitting the form.

Please note complaints must be made in writing and on our form.

[Click to view code] [Click to download complaints form]

Q. What happens if a member breaches the Code of Practice?
A. A consumer or client can make an official complaint to the CSA.

Q. How do I make a complaint?
A. By completing our complaints form, please ensure the last page is signed by the complainant. Please note that the CSA will not comment or act on complaints made by email or telephone - complaints must be made in writing, using the official CSA Complaint Form which should be accompanied by copies of all relevant documentation.

Q. What will the CSA do with my complaint?
A. The CSA will forward your concerns to our member who will investigate and respond to the CSA within 4 weeks. The CSA will then carry out any further investigation necessary and make a decision based on the evidence provided.

Please note: The CSA can only deal with apparent violations of our code - complaints unrelated to the Code of Practice, contractual disputes and compensation claims will not be processed.

For the purpose of further clarification, the following issues are examples of those upon which we CANNOT act:

  • We cannot interfere in the collection procedures of members unless they breach the code.
  • We cannot consider complaints against matters which are the responsibility of our member’s clients such as unsatisfactory goods or services supplied.
  • We cannot stop a member contacting a debtor when they are going about their legitimate business in collecting an outstanding debt for a client.
  • We cannot insist that a member double-checks the information supplied by the client in good faith.
  • If installment arrangements have been discussed, we cannot say what is reasonable and we cannot force members to accept installments.
  • We cannot interpose in ongoing or proposed legal action.
  • We cannot comment or arbitrate on contractual issues.

Naturally, if any of these matters can be seen to violate our code, this is a different matter and of course each case is individual, but we hope this gives you some indication of our role in the industry.

For more information on the CSA Complaints Procedure Click Here

If you have any other queries about complaints, you can e-mail us at complaints@csa-uk.com