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Our Policies
2024/25
Service complaints process
Unreasonable behavior policy
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A number of policies underpin how we run the Enforcement Conduct Board and govern our interactions with the general public.
These policies will come into effect on the 6ed January 2025.
This page explains these policies in more detail.
A number of these policies relate to our complaints service. You can read more about our role in complaints yma
Unreasonable Behaviour Policy
We are committed to providing a fair complaints service while ensuring the safety and respect of our staff. This policy outlines what constitutes unreasonable behaviour and how we respond.
Unreasonable behaviour is:
- Aggressive or abusive language
- Threats
- Harassment
- Excessive demands or persistent, unreasonable contact that disrupts our work
We aim to balance accessibility to our services with protecting staff wellbeing.
If behaviour is unreasonable from a complainant or a third party, we may take action including restricting contact methods, stopping all direct contact with a person or, in the case of any serious incidents, contacting the police.
If a person disagrees with our decision, they can launch an appeal. An appeal must be made within one month of the initial decision and will be reviewed by a senior member of the ECB team.
For more details, refer to the full policy yma.
Service Complaints Process
Our aim is to provide a high standard of service to everyone who interacts with the Enforcement Conduct Board and to address any concerns as quickly as possible.
When someone raises a concern about the service we provide, we will try to put things right and learn from their experience to make improvements.
Anyone can make a complaint about our service, including those who have used our complaints process, third parties and accredited enforcement firms or enforcement agents who work for firms under our oversight.
Complaints can be made about our service standards, such as:
- Rudeness
- Poor Communication
- Uneccessary delays
- Failure to follow process
- Inappropriate advice
We are not able to accept complaints about decisions or outcomes. Those fall under our decision review policy, which can be found yma.
Complaints can be made at any time during the time we are providing a service to the individual or within one month of its conclusion by completing a form, emailing, calling or writing to us.
Steps to resolve a service complaint about the ECB:
Stage 1: Informal Resolution
Raise concerns with the employee involved or their manager. Most issues will be resolved within 5 working days. If unresolved, the complaint will move to stage 2.
Stage 2: Formal Investigation
A senior staff member will review the complaint and provide a detailed response within one month.
When responding to your complaint, we will include:
- A summary of the complaint
- Evidence reviewed
- Findings and any necessary remedies
- Actions to prevent recurrence
If we are found to be at fault, we may propose a remedy such as:
- An apology
- An explanation and details of any corrective action
- Payments for emotional, practical, or financial impacts, if applicable
For more details, please refer to the full policy yma.