The ECB has today published new Vulnerability Standards for enforcement firms and agents. The Standards provide stronger protections for people in vulnerable situations.
Over 7 million cases of unpaid debts are sent out for enforcement each year, with the industry recovering over a billion pounds, much of which is for the public purse. The ECB ensures that enforcement is done fairly, and these new Standards set out the practical steps that firms and agents need to take when they come into contact with vulnerable people.
The new Standards will,
- set a new, higher bar for how enforcement firms and agents identify and respond to vulnerability,
- encourage greater use of sustainable repayment plans when people cannot repay in full,
- make it easier for people subject to enforcement to get debt advice where appropriate,
- require firms to provide training and guidance so that all staff know how to support vulnerable customers,
- ensure that agent remuneration does not incentivise breaches of the standards.
The Standards take effect in January 2027. Enforcement firms must produce implementation plans by June 2026 to show how they, and the agents they employ, will prepare. Over the summer the ECB will work with stakeholders to produce supporting guidance to accompany the Standards.
Chris Nichols, CEO of the Enforcement Conduct Board said,
“Enforcement can be a challenging experience for vulnerable people. These new Standards provide crucial additional protections for those who need them most.
“With their launch we now have a comprehensive set of requirements covering every aspect of enforcement work, ensuring fairness for everybody who experiences enforcement action.
“I am encouraged by the constructive way the industry has engaged with and supported the development of these new Standards, which set a significantly higher bar for how enforcement firms and agents must identify and respond to vulnerability. Continuing this engagement will be essential as our focus turns to implementation.
“Through our oversight, the ECB will ensure that the Standards are properly embedded and the outcomes they are designed to deliver are consistently achieved across the sector.”
The Standards follow a year of engagement with firms, agents, debt advisers, creditors, and people with lived experience. The ECB ran numerous workshops and focus groups, as well as launching a formal consultation last September. Several changes were made to the draft Standards as a result of that feedback, including
- a more concise definition of vulnerability,
- bringing standards on ‘ability to pay’ into the Vulnerability Standards, rather than having them as a separate set of standards,
- new Standards on supporting vulnerable third parties
Full details of the consultation responses received, and changes made to the Standards, can be found in the consultation response report on the ECB’s website.
ENDS
Notes for editors:
- The ECB also runs a complaints handling service for those who feel they’ve been treated unfairly by an enforcement firm or agent. The service was launched in January 2025. If we find an agent or firm has breached our standards, we recommend avenues of redress for the complainant, which accredited firms agree to comply with. Find out more here: Complaints policies and guidance – enforcementconductboard
- The Enforcement Conduct Board (ECB) is the independent oversight body responsible for overseeing the enforcement industry. Our mission is to ensure that everyone who experiences enforcement action is treated fairly. You can find out more about our work by visiting Who we are – enforcementconductboard
- Our Vulnerability Standards and related documents can be found at Vulnerability and Ability to Pay Standards – enforcementconductboard
- We oversee the enforcement industry through an accreditation programme. It covers 97% of the private enforcement market, and 10 Local Authority in-house teams are also accredited.
- In 2024 we created new, robust standards for firms and agents, ensuring everyone subject to enforcement action is treated fairly. We took the decision to develop Vulnerability Standards separately, allowing more time for engagement and discussion. All accredited firms must agree to meet our standards of practice. Read more about our standards here: Standards – enforcementconductboard
- In January 2026 we published our first Insight Report, bringing together data from our complaints and oversight work. The full report is on our website here ECB-Insight-Report-2026.pdf