The enforcement firm’s complaints process.

We have published our complaints standards and guidance and we expect enforcement firms to transition to the new complaints standards from April 2025.

During the transition period (up to 1 April 2025), enforcement firms may continue to operate their current complaints process and details about that will be available on their website.  This might mean that enforcement firms will have more than one formal stage to their complaints process.

From April 2025, all enforcement firms will try to resolve your complaint informally first.

If that is not possible, the enforcement firm will move your complaint onto their formal complaint stage.

From April 2025, we expect enforcement firms to complete their formal consideration of a complaint within 20 working days of it being acknowledged. 

We may investigate a complaint if the enforcement firm has not responded to you within 20 working days. 

Once you have received the enforcement firm’s final response to your complaint, you have completed their complaints process.

Have you either completed the enforcement firm’s complaints process or have you been waiting for a response from the enforcement firm for more than 20 working days?