Making a complaint
We investigate complaints about the actions of ECB accredited enforcement firms and their agents.
Our service is completely free.
We are committed to providing a fair resolution to your complaint.
Your insights will help us improve and drive positive changes within the enforcement industry.
Complaining about the actions of an enforcement firm or agent
If you would like to complain to us about the actions of an enforcement firm or agent, or check on the status of an existing complaint you can do so here:
Decision Review Process – when you’re unhappy with our decision
If you have already complained to us and are unhappy with the decision we have made, or you are an enforcement firm who are unhappy with a decision we have made in relation to your business or an agent acting on behalf of your business, you can ask for a review of:
- our decision not to investigate a complaint;
- our decision to exclude part of the complaint from the scope of the investigation;
- our decision to stop an investigation; or
- the investigation outcome.
We cannot review a decision because you disagree with it.
For us to review a decision you must have new evidence or be able to show that we did not properly consider specific evidence that was available. You must also explain how that evidence or failure to consider it properly has affected our decision.
You should submit you request within one month of the decision you wish to have reviewed.
More information about our decision review process is available here.
To submit a decision review request please complete the Decision Review Request Form
Service Complaints Process – when you’re unhappy with our service
If you have contacted us or made a complaint and you are unhappy with the level of service we have provided, you can make a service complaint. We aim to provide a high standard of service to all our customers and to address any concerns about our service as quickly as possible.
When someone raises a concern, we will try to put things right and learn from their experience to make improvements.
A service complaint can be made at any point during the time we are providing a service to the individual or firm or within one month of the conclusion of the service we have provided. E.G one month from the final decision on a complaint to us under our Complaints Process.
More information about our service complaints process is available here.
To submit a service complaint please complete the Service Complaint Form