Today is an important day for the ECB as we launch our consultation on how we will run our new complaints process and set out our expectations of enforcement firms when handling complaints. Current complaints procedures can be confusing with people sometimes finding themselves caught up in complicated processes, without the possibility of an independent review.
This is further complicated because each type of debt and creditor can have its own unique complaints process and appeal route. This lack of consistency makes it difficult for people to find a straightforward solution when they need it the most.
That’s why we have been working hard to deliver an improved complaints system for people who have experienced enforcement action.
We’ve created a new set of standards for the enforcement sector, which include details on how firms should handle complaints.
After consulting on these standards over summer, we’re set to roll them out in the coming weeks. You can find out more here: CYSYLLTIAD.
We’re now consulting on guidance that will accompany the complaints standards. This includes a provision that firms should provide only one formal response to a complaint before it can be escalated to us.
We will provide an alternative second tier complaint function and we are also consulting on our own complaint handling policy to manage how our service addresses issues that arise during the enforcement process. I am incredibly grateful to everyone who has taken the time to meet with me and the team to discuss these ideas and plans. From one-to-one meetings with enforcement firms and local authorities to workshops with debt advice organisations, the opinions and views shared have been invaluable. Those views, together with the findings of the lived experience workshops with people who have been subject to enforcement action have honed our thinking and approach.
We’re keen to hear your thoughts on these proposals. You can review the consultation yma.
The consultation closes at 5pm on Thursday 7ed November 2024.
Anfonwch eich ymatebion i contact@enforcementconductboard.org
We look forward to hearing your views and to continuing to work with you all as we deliver on our shared mission to ensure that everyone experiencing enforcement action is treated fairly.
Claire Evans
ECB Complaints Manager